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Melaleuca, Inc

Phone: (208) 522-0700 Fax: (208) 528-2063 View Additional Phone Numbers 4609 W. 65th S., Idaho Falls, ID 83402 http://www.melaleuca.com View Additional Web Addresses


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Description

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


BBB Accreditation

A BBB Accredited Business since

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

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


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Melaleuca, Inc include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 192 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

192 complaints closed with BBB in last 3 years | 54 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 70
Delivery Issues 0
Guarantee/Warranty Issues 4
Problems with Product/Service 110
Total Closed Complaints 192

Additional Complaint Information

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

Customer Reviews Summary Read customer reviews

449 Customer Reviews on Melaleuca, Inc
Customer Experience Total Customer Reviews
Positive Experience 390
Neutral Experience 8
Negative Experience 51
Total Customer Reviews 449

Additional Information

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

Corporation

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

Business Opportunity Companies Manufacturers & Producers Burglar Alarm Systems - Dealers, Monitoring & Service Cleaning Supplies Health & Diet Food Products - Wholesale & Manufacturing

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

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


Customer Review Rating plus BBB Rating Summary

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

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 4609 W. 65th S.

    Idaho Falls, ID 83402 (208) 522-0700 (877) 760-3444

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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)

8/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I emailed a Customer Benefits Cancellatlon Form on 04/07/2016. The email that was sent on 4/7/2016 was received and verified by *********@melaleuca.com on on 06/15/2016. He asked me to forward him the email that I sent and I did. He said he found my email request and forwarded It on to data processing center. I received my confirmation letter it was dated 06/15/2016. I was charged for a renewal fee of $20.57 on 06/10/2016 and a $69.89 Backup order on 06/02/2016. I wanted my account closed on 04/07/2016 or soon after. It took me calling back to initial the cancellation, after additional orders were sent out. I canceled In April because l did not want to receive any more products from Melaleuca. My complaint Is that even though 1 sent In the correct paperwork in April my account wasn't closed until Mid June and continued to be billing 2 more times.

Desired Settlement: Refund! would like to receive a refund on my credit card For both charges. I have disputed the charges on my Visa card.

Business Response:

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


We understand Ms. ******’s communication to the Better Business Bureau to indicate that she had
requested a refund of two charges made in June. Our records indicate that a refund was issued by Ms.
******’s bank to Ms. ****** in the amount of $90.46. A second refund by Melaleuca is not warranted
at this time.


Ms. ******’s account was cancelled on June 15, 2016 and, as such, she should not receive any more
products or charges. We note that we did not cancel Ms. ******’s account previously because we had
not received a written cancellation notice from her in accordance with the Terms and Conditions of
our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing
cancellation is appended below for reference).


Ms. ****** enrolled with Melaleuca as a Preferred Customer on June 21, 2015 As a Preferred
Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog
each month in return for a 30% to 50% discount on all products ordered and eligibility for discounted
services. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which they do
not order at least the amount of products that they committed to order. Preferred Customers can select
the products that will be included in any Backup Order they might receive. If they make no such
selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 1-800-282-3000.


Sincerely,
Wayne B******


Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases.

8/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a product (Peak Performance) on 4/1/2016 according to my credit card statement for $86 and some change. The person who sold me the product and receipt stated that I had 60 days to return the product for a full money back guarantee. I returned the remaining amount of unused product a week before memorial day as I was seeing no results from using the product. I received correspondence today, 8/2/2016 that I am being issued a credit for additional product instead of a refund to my credit card and each month will lose $10 from that amount until spent. I contacted Melaleuca this evening and was initially told that I met the 60 day return policy but the product did not qualify for a refund. I contested that and then I was told that I did not meet the 60 return policy as the policy goes from purchase date as opposed to the date I had on my packing slip/return slip. Regardless, whether they go by order date or the date on the packing slip, both dates were within the 60 days and I should be entitled to a refund as they advertise. I would like to have my credit card account credited with the original product purchase amount. Thank you.

Desired Settlement: A refund to my credit card for the original product purchase price.

Business Response:

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


We understand Ms. ********’s communication to the Better Business Bureau to indicate that she had
requested a full refund of the products which she returned. In an effort to resolve all of Ms.
********’s concerns, a full refund of $87.46 has been processed to her method of payment on file.
Ms. ********’s account was cancelled on April 28, 2016 and, as such, she should not receive any
more products or charges. We note that we did not cancel Ms. ********’s account previously because
we had not received a written cancellation notice from her in accordance with the Terms and
Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions
addressing cancellation is appended below for reference).


Ms. ******** enrolled with Melaleuca as a Preferred Customer on March 31, 2016. As a Preferred
Customer, Ms. ******** committed to order a certain amount of products from Melaleuca’s catalog
each month in return for a 30% to 50% discount on all products ordered and eligibility for discounted
services. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which they do
not order at least the amount of products that they committed to order. Preferred Customers can select
the products that will be included in any Backup Order they might receive. If they make no such
selection, any Backup Order they receive will include a variety of products selected by Melaleuca.


We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 1-800-282-3000.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to note however, in the previous Melaleuca response, they stated they did not receive written notice of a request to cancel my account.  I did provide written notice on 4/28. I followed the instructions on that date when I spoke to a representative from Melaleuca on how to cancel my account.  That representative directed me to email an attachment of a written request to cancel the account.  I did do that on 4/28 and it is in my sent email file.  I appreciate the BBB assistance in resolving this issue.

Sincerely,

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

8/14/2016 Billing/Collection Issues
8/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i being charge 19.00 dlls a month for the past 6 years on a service that i call to cancel after the first 6 months off service that i wasnt satisfy with a service i was promiced and dint like it alot they promice lawyer services at discount rate for members but was never able to talk to a refered lawyers when call the first time charge me extra 100.00 dlls for a lawyer interview and charge my credit card for that service and never gave me a good service becouse the lawyer was in florida and i am in california i call several times to try to get the advise promised and never being able to talk to the lawyer so i call to cancel service about 6 years ago and being told it was ok that their wont charge me agai for that service again i forget about it until recently check my bank statement and found out their still charge me 19.00 dollars for the past 6 years i dont think they shoud still charging my bank account i want to get reinburse for all the charges to my account and for the 100.00 dlls they charge me becouse they didnt do anything they promise when sign that deal they never told me it was going to be a phone help they miss represent what their where going to do. i being call the for the past 2 wheeks to talj to somebody and finally where able to talk to bilma and she told me their not going to reimburse me all 6 years on that service and their was no one that i could talk about it if i want i can only get 2 months worth of service whis i think they misrepresent the service and i want all my money the witdraw from my account can somebody help me please

Desired Settlement: i want to reinmburse me for all the money they witdraw from my bank account plus thos 100.00 dlls i paid to get a lawyer consultation and didnt do anythimg for me cause we never able to talk to the lawyer i was assaign too

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

We understand Mr. *********'s communication to the Better Business Bureau to indicate
that he requests a refund of all charges relating to Melaleuca's Primer Contacto Service. In an
effort to resolve all of Mr. *********'s concerns we have refunded all monthly charges since June
2011. The total amount of refund being processed to his original method of payment
will be $1,178.00. Please note that we did not refund for the first twelve months of this service
as the initial agreement signed in 2010 was for a twelve month period. (Attached, for reference, is
a copy of Mr. *********'s executed Primer Contacto Subscription Application.)

Mr. *********'s Primer Contacto Service was cancelled on August 2, 2016 and, as such, he should not
receive any more charges. We note that we did not cancel Mr. *********'s service previously because
we had not received a written cancellation notice from him in accordance with the Terms and
Conditions of our Primer Contacto Subscription Application.

We wish Mr. ********* all the best. If he has any further questions, he may contact
Melaleuca's Customer Service department at 1-800-282-3000.

7/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for melaleuca and was told i could cancel at anytime. I decided it wasnt for me. So I called to cancel and they told me i would have to fill out a form and fax or mail it in. I did that at least 2 weeks in advance of when my next order would ship. I faxed it in. The next thing i know there is a charge for a back up order shipment and they shipped me a product I didnt want. No warning no notice and charged my credit card 66.00. So I called and said that I had cancelled and they said well they didn't get my fax. I dont really believe this. So i called and said I had already sent the fax and that they should cancel me. they won't and its very frustrating to me that they won;t let me cancel without going through the whole process and again and having to ship back a product that I don't even want.

Desired Settlement: i want them to to cancel my order and stop sending me things I dont want

Business Response:

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


We understand Ms. *******’s communication to the Better Business Bureau to indicate that she had
requested for her account to be cancelled and be refunded for the most recent order sent to her. In an effort to
resolve all of Ms. *******’s concerns, we have issued a full refund of $64.66 for her most recent charge. We
have also cancelled her account.


Ms. *******’s account was cancelled on July 13, 2016 and, as such, she should not receive any more
products or charges. We note that we did not cancel Ms. *******’s account previously because we had not
received a written cancellation notice from her in accordance with the Terms and Conditions of our
Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is
appended below for reference).


Ms. ******* enrolled with Melaleuca as a Preferred Customer on May 9, 2016 As a Preferred Customer, Ms.
******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for
a 30% to 50% discount on all products ordered and eligibility for discounted services such as long distance
telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s
Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any
month during which they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive. If they
make no such selection, any Backup Order they receive will include a variety of products selected by
Melaleuca.


We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer
Service department at 1-800-282-3000.


Sincerely,


Wayne B******
Director of Global Policy Administration

7/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I attended a presentation by a neighbor (Priscilla) that was given by Gene P******** on June 8th. Gene spent a couple of hours touting the virtues of this company and then said all he needed was $1 and we would receive some Granola etc. We never were told nor agreed to allow them to charge us for any future orders. We were told we also would received an email within 24 hours but never did not within 24 hours. I was paying my credit card statement on July 6th when I noticed a charge of 64.66 had been billed to my credit card on July 2nd. I had only agreed to a charge of $1 and that was very clear the night of the presentation. I noticed another unautorized charge of $1 also on July 2nd which would be a double billing of the $1 and seven cents due to NJ tax which was charged on June 9, 2016. When I contacted the company on July 6th I was informed that the item had already shipped and that I would have to return it once received and I would be out shipping in both directions. I pushed back stating I never requested nor authorized any order and would refuse shipment. I was advised I would be reimbursed for the $1 charge and $1.07 but not the 64.66. The company customer service representaitves provided inconsistent information regarding the shipment. Lexi had advised that I could pay an additional $10 to have the package rerouted and Angie had told me there were no other options other that wait to receive the package. When I asked Angie about the reroute option she said I could do that. Angie warned refused shipment packages are often lost (almost insinuating such would happen). To add insult to injury, later in the day on July 6th I received an email with a UPS tracking number. Upon checking that tracking number UPS had not even yet received the package. I have since contacted my credit card company to dispute the charge. This company seems to be lying and the representative who provided the initial presentation on June 8th was not honest.

Desired Settlement: Full refund of any and all charges including any and all shipping fees. I haven't received anything from this company and given their lying customer service wouldn't even trust using their products.

Business Response:

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


We understand Mr. ** *****’s communication to the Better Business Bureau to indicate that
he had requested a refund of all unauthorized charges on his account. In an effort to resolve
all of Mr. ** *****’s concerns we have issued a full refund, including the shipping charges,
for the Backup Order which was sent. Additionally, the duplicate charge for the Membership
Fee has also been refunded. The total amount of refund back to his credit card is $66.73.


Mr. ** *****’s account was cancelled on July 6, 2016 and, as such, he should not receive
any more products or charges. We note that we did not cancel Mr. ** *****’s account
previously because we had not received a written cancellation notice from him in accordance
with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from
the Terms and Conditions addressing cancellation is appended below for reference).


Mr. ** ***** enrolled with Melaleuca as a Preferred Customer on June 8, 2016. As a
Preferred Customer, Mr. ** ***** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered
and eligibility for discounted services. By accepting the Terms and Conditions of
Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and
pay for a Backup Order in any month during which they do not order at least the amount of
products that they committed to order. Preferred Customers can select the products that will
be included in any Backup Order they might receive. If they make no such selection, any
Backup Order they receive will include a variety of products selected by Melaleuca. Mr. **
***** indicates that he never agreed to the Insured Customer Backup Order. In an effort to
resolve the issue we will be contacting Mr. ** *****’s enroller who introduced him to
Melaleuca.


We wish Mr. ** ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.


Sincerely,


Wayne B******
Director of Global Policy Administration


The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:


Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…


Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases.

Consumer Response:


Better Business Bureau:

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

I do feel it is appropriate to note that the agents that represented the subject business did make statements that did not comport with the language in the purported agreement. It is important to note that we were advised that our sign up would not be initiated/complete until we logged into the website and competed our sign up.  At not point in time were we advised that if we didn't complete sign up by a certain time that product would be shipped to us.  The agents were misleading at best and certainly there was not meeting of the minds.  

The other promises made by the agents that we would receive some sample granola also never took place.  We were also advised that we were to receive our signup email within 24 hours but no such sign up email was provided within 24 hours.  While the company seems to have breached its promises it acted disingenuously to ship product without approval.   Their refusal to initially provide a full refund including shipping costs was not acceptable.  Only after numerous requests and tons of time did they eventually agree to a full refund.  Their behavior was consistent with the many complaints found at http://melaleuca.pissedconsumer.com/ and a pyramid scheme as per the article in Forbes magazine http://www.forbes.com/forbes/2004/1011/089.html

While this issue was resolved it came very close to being filing in small claims court where I would have welcomed the agents to appear and share how this pyramid scheme operated.

I hope the BBB keeps a wary eye on a business that makes it difficult to terminate any agreement and also foists its products upon people.

Sincerely, 


**** ** *****

7/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an account with Melaleuca and my private bank account number was shared with another customer who happens to have the same name as me but lives in another city and province. Everytime she would place an online order through melaleuca the withdrawal would come out of my bank account. When I called melaleuca to tell them about this mix-up they have been unresponsive and unhelpful, offering no solution and no refund for the orders I was charged for that I didn't place. I went as far as to close my melaleuca account but I was still being charged for orders that this other '**** *****' would place. It's been going on two Months now, I have talked to numourous representatives who have assured me that they were looking into fixing this issue, but I never receive any call backs and no updates. I have still not yet received my refund. This all started May 5, 2016.

Desired Settlement: I need for Melaleuca to refund me for the orders that I did not place. For a withdrawal on May 5 of $99.47 and again on May 11 of $15.75. $10 for a stop-payment fee that I had to put on my account to prevent further charges and $10 for two overdraft fees I was charged each time.

Business Response: Re: **** * **********, Case #********

Dear Ms. ******:

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

We understand Ms. **********'s communication to the Better Business Bureau to indicate that she had 
requested a refund for unauthorized charges due to the fact that her method of payment was 
accidentally used for another customer's  order. In an effort to resolve all of Ms. **********'s 
concerns, we have issued a refund of $135.22 in the form of a check, which covers the refund of 
charges as well as the overdraft fees caused by the charge. In addition, a complementary package of 
products was sent to Ms. ********** for the inconvenience in not resolving her issue in a more 
timely manner.

We wish Ms. ********** all the best. If she has any further questions, she may contact
Melaleuca's Customer Service department at 1-800-282-3000. Sincerely,





Wayne B******
Director of Global Policy Administration


6/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Very poor customer service. Changed policies with no warning to consumers who pay membership fees. Require consumers to watch videos and answer questions correctly to have access to incentives previously earned for purchasing items and are now unable to access those funds/items that were previously earned under the old incentive programs until the consumer complies with the new policy. When membership was purchased consumers were told they just had to purchase 35 points (between $60 and $70 a month) to earn money towards free items. Before the change in policy there was no warning to consumers about the change and having to watch videos and answer test questions correctly to have access to what was previously earned. Thus not allowing consumers to access the earned items before the policy change. They refuse to allow access to previously earned money/items before the unannounced change.

Desired Settlement: Access to funds earned before the change in policy without watching videos and being forced to correctly answer test questions.

Business Response: ****We recently received a notice from your office regarding a concern expressed by ******
***** Thank you for bringing this to our attention and providing us an opportunity to
respond. We extend our apologies to Ms. **** for any inadvertent errors that may have
prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ****’s communication to the Better Business Bureau to indicate that
she was dissatisfied with our change in policy for our Learn to Earn program, and that she
wished to receive all Loyalty Shopping Dollars earned without being required to watch the
Learn to Earn videos. One of the benefits of being a loyal customer and receiving Loyalty
Shopping Dollars is the advantage of learning more about Melaleuca’s exceptional products
by viewing the short video clips under the Learn to Earn program. We feel the videos contain
valuable information about our products and more videos are added every few months. After
a customer views a Learn to Earn video their Loyalty Shopping Dollars are made available to
them for free products. In an effort to resolve all of Ms. ****’s concerns, we have made sure
all previously earned Loyalty Shopping Dollars are available for her to use and have added
an additional $25.00 Loyalty Shopping Dollars to her account for the inconvenience.
We wish Ms. **** all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne B******
Director of Global Policy Administration

Consumer Response:
Better Business Bureau:

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

Sincerely,

****** ****

6/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I signed up I was told I had so many days to cancel. I was told it was wireless and that I would easily be able to switch out my old hard wired key pads. However, the system was not self installed by that date because I did not receive it until after their contract limitations were over. I was told it can be installed in 30-60 minutes by myself . An upwards of 60 hours invested and 9 months later and 2 main key panels later 1 small it still does not work adequately and the phone techs are not educated. The emergency techs do not call back even when your alarm is going off and locked up. Since I have had my "security system" I have had an unwelcomed visitor as well as my car keyed. I since purchased a $650 video surveillance for peace of mind and not compatible with their panels. Their cameras do not support extreme heat conditions, are really indoors camera, and offer no infared. Their website and sales team will not tell you about their cameras unless you ask the right questions, you have to do your homework. Ie. Their cameras are wireless, "but you can run the cord thru your windows as long as their is an outlet for you to plug into that is 2-3ft away"...they will work. They also explained to me they would walk me thru the set-up ... been there. Their service is costly of my time, money, & safety. Phone appts. are limited time slots that are always too short to finish the task. I told them I would hire an electrician. He installed cameras instead. Why? I can not coordinate an electrician's schedule w/ their call center that has time slots by appt only. It takes 2 weeks on average for an p.m. appt. The first time during installation, they told me when I saw a spark he said, "Well mam, it is a live wire." Really? I am not an electrician, but I have the brains to communicate what steps need to be taken safely. This past Tuesday night the tech said he could not help me replace a faulty pad until I said I was emailing his boss. Then he ran out of time

Desired Settlement: I would like a working security system and educated customer support and timely responses if there were an emergency. Unfortunately, they have proven they are unable to accommodate. They have me actually paying for disservice. I would like out of my 5 year contract without have to pay a 60percent of the contract fee and all my money back invested in the "equipment" and unmonitored "service". I will happily send back their equipment, including 2 faulty main panel keypads and the brand new smaller 3rd key panel that is "wireless but that just need' a close by outlet." I have contacted their manager on several occasions in regards to canceling my contract. He says there are no options except a payout by me, which would be over roughly $2000. Well, I want a payout too, in service I was promised that is not available. I want security in my home and they can not provide it. They just provide commissions to their multi level marketing business. I am done with this company.

Business Response:

We recently received a notice from your office regarding a concern expressed by ***** *********. Thank you for bringing this matter to our attention and providing us an opportunity to respond. We extend our apologies to Ms. ********* for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her home security.


We understand Ms. *********’s communication to the Better Business Bureau to be that she is not satisfied with the service and would like to cancel her home security service agreement with Melaleuca Security, Inc.


Our records indicate Ms. ********* signed up for Melaleuca Home Security on October 16, 2015, by way of electronic signature. We have contacted her on numerous occasions to try and resolve her issues. Her monitoring agreement was for 60 months at $39.95 per month. I personally spoke to Ms. ********* on June 14, 2016 and, in an effort to resolve the issue, we have agreed to cancel the agreement and process a refund once Ms. ********* returns the equipment to us.


We wish Ms. ********* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service Department at 1-800-282-3000.


Sincerely,
Sterling *. B*****
Melaleuca Security General Manager

6/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home was burglarized while having Melaleuca Home Security. I armed my system before leaving my house, but Melaleuca says they do not have record of the armed system. However, I received an email notification from Melaleuca Security informing me that it was armed when I left my house - a notification I have set up within the system. I also have a history log from Alarm.com showing that my system was armed away. Somehow Melaleuca does not show this arming. While I was gone, someone came in through my front door and during the delay period, they unplugged the system and proceeded to steal from my home. I was gone less than an hour, and when I returned, I didn't realize that my alarm was not beeping for me to disarm it as I was really sick that day and was just focused on getting into bed to rest. My husband came home a few hours later and noticed the alarm was unplugged. Since my house was not ransacked, I assumed maybe my child unplugged it (although I've had the system for over 3 years and not once has anyone touched the plug). Like I said, I wasn't feeling well and nothing clicked or made me think that someone had entered my house. So, I plugged it back in and went to my garage door from inside the house. When I opened the door it tripped the alarm because it had been armed from BEFORE I left my house earlier that morning. I immediately disarmed the system - again not thinking anything of it. Melaleuca Home Security DOES have record of me disarming the system and they do see that my garage door was the sensor that set it off. So, how can they tell me I did not arm it that morning? If it was never armed, it wouldn't have gone off when I opened the garage door! So, they tell me that my backup battery is low and never sent a signal to them that it was unplugged. However, they tell me that I do have a "smash and grab" feature where they are notified when there is no signal whatsoever coming from their customer's system. Why didn't they call me??

Desired Settlement: I have proof that their system failed and I was robbed as a result of that. At the very least, I would like to be reimbursed for everything I have paid into the system and for the service. I would also like to be let out of the remainder of my contract without any problems or fees.

Business Response: June 3, 2016
Better Business Bureau
Attn: ****** ******
P.O. Box 1000
Dupont, WA 98327
Re: ****** * *****, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ****** * *****. Thank you for
bringing this matter to our attention and providing us an opportunity to respond. We extend our apologies to Ms.
***** for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding
her home security.
We understand Ms. *****'s communication to the Better Business Bureau to be that she would like to cancel her
home security service agreement with Melaleuca Security, Inc., without incurring any penalty fees.
Our records indicate Ms. ***** signed up for Melaleuca Home Security on August 6, 2012, by way of electronic
signature, and had 14 months left on her contract. One of our representatives contacted Ms. ***** and discussed
two different options to resolve the issue. Ms. ***** agreed to have her home security agreement cancelled
without penalty, thus waiving the standard cancel fee of $435.20. Her home security agreement was cancelled on
May 23, 2016.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca's Customer Service
Department at 1-800-282-3000.
Sincerely,
Sterling *. B*****
Melaleuca Security General Manager

Consumer Response:
Better Business Bureau:

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

Sincerely,

****** *****

6/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have an alarm system provided by Melaleuca Security, Inc. Last week, the system was triggered while I was not home and about 4 hours later when I got home the system's siren was going off and I never received a call from Melaleuca as I normally would receive when I first acquired the system about 4.5 years ago to notify me that the system had been triggered. This is not acceptable because had this been a life or death situation, help would have never arrived. I used to be able to control the system from my phone and that no longer works either. I called the company about this complaint last week and I was assured a representative would be calling me within a few days. That has not happened. I should not have to wait a "few" days to ensure my family's safety, especially, when I am contractually paying $52 per month for the service. I'm holding my end of the bargain by paying my monthly payment for the last 4.5 years; I expect Melaleuca Security, Inc. to do the same.

Desired Settlement: If Melaleuca Security, Inc. can no longer provide the service identified in the contract and for which I have been paying for 4.5 years, I should not be bound by contract to the company. I would like the contract to be dissolved so that I may acquire an acceptable service with a competent provider

Business Response:

May 24, 2016

Better Business Bureau
Attn: Elaine ******
P.O. Box 1000
Dupont, WA 98327


Re: **** * ***, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by **** * ***. Thank you for bringing
this matter to our attention and providing us an opportunity to respond. We extend our apologies to Mr. *** for
any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his home
security.
We understand Mr. ***'s communication to the Better Business Bureau to be that he would like to cancel his home
security service agreement with Melaleuca Security, Inc.
Our records indicate Mr.******** signed up for Melaleuca Home Security on April 5, 2012, by way of electronic
signature, and had 11 months left on his contract. One of our representatives contacted Mr. *** and discussed
three different options to resolve the issue. Mr. *** agreed to have his home security agreement cancelled with a
minimal cancel fee of $99, rather than the standard fee of $336. His home security agreement was cancelled today,
May 24, 2016.
We wish Mr. *** all the best. If he has any further questions, he may contact Melaleuca's Customer Service
Department at 1-800-282-3000.
Sincerely,
Sterling *. B*****
Melaleuca Security General Manager

5/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted them several times canceling the said account which was opened without my permission . I faxed them the cancelation form they requested and they still have yet to close my account and continue to contact me . I never authorized an account in the first place and when I was alerted via my bank about odd withdrawals I immediately canceled with this said company per their request within 12 hours of the false account being opened.

Desired Settlement: No cannot in any way and no attempts to steal money from my bank account. I have recieved no items from this business and will not under any circumstances tolerate harassment

Business Response:


Re: ******** ********, Case #********

Dear Ms. ******:

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

We understand Ms. ********’s communication to the Better Business Bureau to indicate that her
Melaleuca Preferred Customer membership be cancelled and no further contact from Melaleuca. In an
effort to resolve all of Ms. ********’s concerns, her membership has been cancelled. In addition,
the owing balance of $53.39 has been removed from Ms. ********’s account.

Ms. ********’s account was cancelled on May 10, 2016 and, as such, she should not receive any
more products or charges. We note that we did not cancel Ms. ********’s account previously because
we had not received a written cancellation notice from her in accordance with the Terms and
Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions
addressing cancellation is appended below for reference).

Ms. ******** enrolled with Melaleuca as a Preferred Customer on March 3, 2016. As a Preferred
Customer, Ms. ******** committed to order a certain amount of products from Melaleuca’s catalog
each month in return for a 30% to 50% discount on all products ordered and eligibility for
discounted services. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during
which they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive. If
they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca.

We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 1-800-282-3000.

Sincerely,

***SUPPORTING DOCUMENTS REDACTED BY BBB***

5/20/2016 Problems with Product/Service
5/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had Melaleuca Home Security in our home for four years and it has never worked. The sensitivity on the sensors in our home is set in such a way that our cat triggers the alarm. The one time we armed it on the "away" mode, we got a call. The company sent a very old and clueless gentleman to our home to correct problems, but he could barely get around the house. He clearly had no idea what to do. They have no local staff or contractors in our area, so everything is done over the phone. Quite honestly, our issues can't be fixed over the phone or by ****** ****** (as we refer to the gentleman they sent). We need a local service with technicians who can some in and make our system work.

Desired Settlement: We have approximately one year remaining on a five year contract with Melaleuca Security. We simply request that this contact be terminated immediately with no penalties for us. We will return any equipment that they request as long as this is at Melaleuca Home Security's expense.

Business Response: We recently received a notice from your office regarding a concern expressed by **** ** ********. Thank you for bringing this matter to our attention and providing us an opportunity to respond. We extend our apologies to Mr.******** for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his home security. We understand Mr. ********** communication to the Better Business Bureau to be that he would like to cancel his home security service agreement with Melaleuca Security, Inc. Our records indicate Mr.******** signed up for Melaleuca Home Security on February 16, 2012, by way of
electronic signature. He currently has 11 months left on his contract. However, in an effort to resolve this issue, Mr. ********** home security contract has been canelled and we are waiving the remaining balance of $329.45.
We wish Mr. ******** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service Department at 1-800-282-3000.
Sincerely,
Sterling *. B*****
Melaleuca Security General Manager

Consumer Response:
Better Business Bureau:

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

Sincerely,

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

5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently started using Tough & Tender cleaning products, I have broken out in contact dermatitis, I called the company to find out if one of my allergens are in their product. Legally they don't need to share that information, I should call poison control they are the only ones with that information. Called poison control they don't have that information, in fact it has been so long since they received information from Melaleuca that they don't consider that product on the market any longer. Called Melaleuca again know one has the information that I have requested. This is crazy, I have call many companies over the years to find out if their products contain these compounds and EVERYONE has complied. It makes me wonder if their products are as pure as they clam, what are they hiding? I just need to know if my recent outbreak is from an existing allergy or am I looking at something new. I am allergic to: benzalkonium chloride, copper sulfate, propylene glycol and epoxy resin.

Desired Settlement: I want to find out if the product contains one or more chemicals that I am allergic to.

Business Response:

We are not able to locate this individual in our system. We searched under her name, address, phone number and email address. Is there any way you can contact Ms. ******* and ask her how she acquired the Tough & Tender? This information will help us resolve this issue.

Thank you,

Julie

Business Response: Dear Ms. ******:

We recently received a notice from your office regarding a concern expressed by ***** * ********
Thank you for bringing this to our attention and providing us an opportunity to respond.

We understand Ms. ********* communication to the Better Business Bureau to indicate that she would
like to find out if any of the ingredients in Melaleuca's Tough & Tender may have caused her to
have an allergic reaction.

Based on our records, none of the ingredients Ms. ******* lists in her complaint are contained in
Melaleuca's Tough & Tender.

We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca's
Customer Service department at 1-800-282-3000. Sincerely,

3/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was asked to try Melaleuca for a "risk free" trial. After reading through the fine print regarding automatic monthly orders, I decided not to place any orders with this company. This was on 01/29/16. I received a call on 02/05/16 from the company stating that an order had been sent and I owed $64.66, I corrected the associate , stating that I had decided not to complete my membership and orders with the company due to the auto fill order issue; and was very rudely told the products were on their way and I owed the money. I have since gone to the website and filled out all cancellation paperwork and emailed to myaccount@melaleuca.com. I will not accept these products, as I did not order them.

Desired Settlement: Account cancellation and billing adjustment to a 0 balance with no adverse action.

Business Response: February 23, 2016
Better Business Bureau
Attn: ****** ******
125 E. 50th St.
Boise, ID 83714
Re: ******* * *******, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ******* *
*******. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that
she had requested the cancellation of her account as well as a refund of the Backup Order
which was sent. In an effort to resolve all of Ms. *******’s concerns we have cancelled her
account. As well as processed a full refund of the order for $64.66 to her original Method of
Payment.
Ms. *******’s account was cancelled on February 8, 2016 and, as such, she should not
receive any more products or charges. We note that we did not cancel Ms. *******’s account
previously because we had not received a written cancellation notice from her in accordance
with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from
the Terms and Conditions addressing cancellation is appended below for reference). Ms.
******* states that she “decided not to place any orders with this company” but failed to
submit her cancellation notice before the Insured Customer Backup Order for January 2016
was processed.
We wish Ms. ******* all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend
My Membership Form to Melaleuca bearing my original signature, printed name, address, and
Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will
be effective the month received. Suspension Forms received after the 25th of the month will be
effective the following month…

Consumer Response: Better Business Bureau:

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

The issue regarding the back up order being processed just 2 days after joining Melaleuca, and the inability to cancel the membership immediately following my joining on January 29, as it was after the 25th of the month, is the root of the problem here. Upon joining on the 29th, I read the back up order clause and immediately told the representative that I would not agree to that, and did not want a membership if that was a required term of the membership. However, due to the fact that it was after the 25th, I was given no option to cancel for that month, and find it bad business to ship out a back up order 2 days after signing up, with no way to cancel the membership until the following month. 
Regards,

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




Business Response:

We recently received a notice from your office regarding a follow up concern expressed by
******* * *******. Thank you for bringing this to our attention and providing us an
opportunity to respond.

We understand M** ********* further communication to the Better Business Bureau to
indicate that she was not satisfied with our resolution of her complaint, and that she has some
concerns regarding Melaleuca’s cancellation policy and Backup Order processes.

Melaleuca’s practiced cancellation policy requires that we receive either the original or a
copy of a physical signature, by midnight MST on the last day of the month in which the
customer wants the cancellation to take effect (as stated on our cancellation form). However,
we request that the cancellation notice be sent by the 25th, if possible, to allow time for
processing. Our Backup Orders are processed on the first day of every month, allowing our
customers the chance to place their order up until midnight on the last day of the month.
Marketing Executives are taught to fully explain the Product Point commitment when
enrolling someone as a Preferred Customer.

We wish *** ******* all the best. If she has any further questions, she may contact

Melaleuca’s Customer Service department at 1-800-282-3000.

Sincerely,
***** *******
Director of Global Policy Administration

3/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a Melaluca member since June 2015. It is currently March 2016. I had requested in January to cancel my account. They have made it extremely difficult to cancel. I did as they requested, to write a written form stating my name, date, account number, why I wished to cancel, sign and date with my mailing address. And in return, recieved a email back from them stating they aren't accepting emails at this time, and my email will be resent for 2 days. It has been a continuous fight to cancel my account, and they continue to take money out of my account, and ship me product I did not order.

Desired Settlement: I want my account canceled, and my money refunded to me for the last 2 months.

Business Response:

March 15, 2016
Better Business Bureau
125 E. 50th St.
Boise, ID 83714
Re: ******* ******* ********, Case #********


We recently received a notice from your office regarding a concern expressed by *******
******* ********. Thank you for bringing this to our attention and providing us an
opportunity to respond. We appreciate the opportunity Ms. ******** gave us to do business
with her, and extend our apologies to her for any inadvertent errors that may have prevented
us from being more responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that
she had requested a refund of the last two Backup Orders processed on her account. In an
effort to resolve all of Mrs. ********’s concerns, two Authorized Return Labels were
emailed to her, which she may use to return the Insured Customer Backup Orders she
received for the months of January and February 2016. In addition, we have processed a full
refund of both orders, in the amount of $128.08, to the credit card on file.
Ms. ********’s account was cancelled on March 2, 2016 and, as such, she should not receive
any more products or charges. We note that we did not cancel Ms. ********’s account
previously because we had not received a written cancellation notice from her in accordance
with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from
the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ******** enrolled with Melaleuca as a Preferred Customer on June 29, 2015, under the
name ******* Vinson. As a Preferred Customer, Ms. ******** committed to order a certain
amount of products from Melaleuca’s catalog each month in return for a 30% to 50%
discount on all products ordered and eligibility for discounted services such as long distance
telephone service and health savings programs. By accepting the Terms and Conditions of
Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and
pay for a Backup Order in any month during which they do not order at least the amount of
products that they committed to order. Preferred Customers can select the products that will
be included in any Backup Order they might receive. If they make no such selection, any
Backup Order they receive will include a variety of products selected by Melaleuca.

We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.

Sincerely,
***** *******
Director of Global Policy Administration

The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:

Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…

Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases.

3/10/2016 Problems with Product/Service
3/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on 1/30/16. A few days later I received 2 boxes which surprised me because I placed a small order. I opened the first box and it contained exactly what I ordered. I then opened the second box and it was a duplicate of the first order, which I didnt order. I contacted customer support and they told me to put it back in the box and ship it using the shipping label they provided and I would receive my full refund of $92.50 upon receipt of the package. I received a partial refund of $83.08 and not was was promised to me. I have emailed customer service and support both attempting to get my full refund owed to me. I have received no response. At this point I am challenging through my bank and through Better Business Bureau. I didnt order the 2nd box of items...it was not a mistake on my end as explained to customer service and I should receive my full monies back!!

Desired Settlement: I want the remainder of the $92.50 back into my account.

Business Response: March 1, 2016
Better Business Bureau
Attn: ****** ******
*** ** **** ***
*****, ID 83714
Re: ***** * *******, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ***** *
*******. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that
she has requested a full refund of a duplicate order, one placed by Melaleuca when Ms.
*******’s paperwork was received, and a second order placed by her Enroller in error. The
second order has been returned to Melaleuca and a full refund of $92.50 has been processed.
We wish Ms. ******* all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne B******
Director of Global Policy Administration

3/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went to a meeting about this company thrown by a friend. I was told that in order to join I had to give my credit card number as the company would charge me $1.00 to join. Within 10 days I received an email saying that my order was shipped. I didn't place any order and my credit card was charged 65.00 for a backorder that I have no desire for. I called my sponsor and was told to call the 800 number on the package. I called the 800 number to get a return label and to cancel my membership. I had previously sent 2 emails and the customer service guy on the phone was aware of my emails. He told me that I needed to write a letter, sign it and fax it to them in order to cancel. I refused to do this and have the responsibility put on myself to perform this costly and time consuming task in order to cancel any further charges to my credit card. He did not offer to send me a return label and refused to cancel my membership unless I followed his instructions. I then called my credit card holder, canceled my current card and ordered a new one to avoid further charges from this company. Now I have to contact 3 different companies that I pay every month by automatic billing to my credit card.

Desired Settlement: To be credited the amount charged to my card and for my membership to be cancelled

Business Response: March 1, 2016
Better Business Bureau
Attn: ****** ******
*** ** **** *** ****** ** *****
Re: ******** * ******, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ********
* ******. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Mr. ****** gave us to do business with him, and
extend our apologies to him for any inadvertent errors that may have prevented us from being
more responsive to his inquiries regarding his account.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that
he had requested for a refund of the full amount of the Backup Order which he claims was
processed without his knowledge as well as the cancellation of his account. In an effort to
resolve Mr. ******’s concerns, an Authorized Return Label was emailed to him, which he
may use to return the Insured Customer Backup Order he received for the month of January
2016. Mr. ****** disputed the charge of the January 2016 order with his bank, in the amount
of $64.66. The bank reversed the charge and the refund credit was put back to his account.
Mr. ******’s account was cancelled on February 29, 2016 and, as such, he should not receive
any more products or charges. We note that we did not cancel Mr. ******’s account
previously because we had not received a written cancellation notice from him in accordance
with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from
the Terms and Conditions addressing cancellation is appended below for reference).
Mr. ****** enrolled with Melaleuca as a Preferred Customer on January 18, 2016, by way of
a signed Customer Membership Agreement dated January 14, 2016. (If necessary, Melaleuca
would be happy to provide a copy of the executed agreement.) As a Preferred Customer, Mr.
****** committed to order a certain amount of products from Melaleuca’s catalog each
month in return for a 30% to 50% discount on all products ordered and eligibility for
discounted services. By accepting the Terms and Conditions of Melaleuca’s Customer
Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in
any month during which they do not order at least the amount of products that they
committed to order. Preferred Customers can select the products that will be included in any
Backup Order they might receive. If they make no such selection, any Backup Order they
receive will include a variety of products selected by Melaleuca. 
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend
My Membership Form to Melaleuca bearing my original signature, printed name, address, and
Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will
be effective the month received. Suspension Forms received after the 25th of the month will be
effective the following month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product
without charge, or (3) upon my written request, refund the total purchase price of the product (less
shipping and handling charges). (Refunds, when requested, will be issued to the original Method of
Payment used to purchase the product unless that Method of Payment is unavailable, in which case a
refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for
the purchase price of the returned product. Credit on account is available for Melaleuca product
purchases.

2/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Awful company. I resigned up after deactivating last year. I paid the $9.95 renal fee and ordered for the month. Then today I am checking finances and come to find out I was charged $9.95 twice in January and then another $9.95 renewal fee today. On the phone they tried to feed me some crud that I signed up to make my own business- I never agreed to that I just wanted to be able to order from them. They also told me I was also being charged for a fee from when I canceled last year. They refuse to refund me the two excess charges of $9.95. I am cancelling and will no longer be a customer and will no longer refer this company and their products to friends. Totally upset by this situation, poor customer service.

Desired Settlement: Refund of all three charges of $9.95 at this point.

Business Response: February 19, 2016
Better Business Bureau
Attn: ****** ******
*** ** **** ***
****** ** *****
Re* ********** * ****** Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by **********
* *****. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she
requests a refund of three MyMelaleuca charges of $9.95 each, posted to her account. In an
effort to resolve all of Ms. *****’s concerns, we have issued a refund for the three charges,
totaling $29.85.
We note that Ms. *****’s Preferred Customer Membership was cancelled on February 3,
2016. However, the cancellation of her membership does not automatically cancel the
MyMelaleuca services.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration

2/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: its a 60 month contract that was started in june 2015 but was not fullfilled by the company as agreed and they are charging me for services not used so i am requesting to just cancel but they want to hold me to the contract although they have not met the terms agreed upon so i have complete right to cancel without commitment for failure of services not met as agreed on the time line as stated.

Desired Settlement: i want to cancel without penalties since it was not my error and have complete right to do so as stated in the terms and conditions

Business Response: September 28, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** *** ****** ** *****
Re: ***** *****, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ***** *****. Thank you for
bringing this matter to our attention and providing us an opportunity to respond. We extend our apologies to Mr.
***** for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding
his home security.
We understand Mr. *****’ communication to the Better Business Bureau to be that he would like to receive a
refund for home security services he claims he did not use and is requesting that his contract be cancelled without
being charged the early termination fee.
Our records indicate Mr. ***** requested Melaleuca Home Security on May 6, 2015 for a 60 month agreement. Mr.
***** signed this agreement by way of a digital signature and he also completed the quality assurance call. Mr.
***** made two (2) payments for the service. Melaleuca Home Security made several attempts with Mr. ***** to
complete the activation process but each time Mr. ***** requested that the appointment be rescheduled. We also
attempted to troubleshoot the issues mentioned in his complaint, but Mr. ***** was unable to send pictures of his
equipment.
In an effort to resolve this issue, Mr. *****’ home security service agreement has been cancelled. We have
requested Mr. ***** to return the equipment and have left multiple voice messages requesting a return phone call
so a return label can be sent. As of the date of this letter Mr. ***** has not returned our phone call. Melaleuca
Home Security has also waived the cancel fee of $1,390.26, thus stopping all future charges.
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service
Department at ###-###-####.
Sincerely,
******** ** ******
Melaleuca Security General Manager

Consumer Response:

this company has been hassleling me since may 2015 for services I didn't even receive, they failed to return the a return shipment mailer on time and have been delaying the return of the equipment since then. It is now in their possession after all these months because of their failure to respond as promised and for this reason, they are at fault and I repeat they failed to connect the security system which I got no use from it was of absolutely no use because they failed to connect the system and have it working. they are abusing the system trying to rip people off for services they don't even provide. I want total cancelation of any debt.

cancel any charges that they say I owe since no services were used because of their incompetent management!!!!



Business Response: February 5, 2016
Better Business Bureau
Attn: ****** ******
125 E. 50th St.
Boise, ID 83714
Re: ***** ****** **** *********
Dear Ms. ******:
We recently received a notice from your office regarding a second concern expressed by ***** *****. Thank you for
bringing this matter to our attention and providing us an opportunity to respond. We extend our apologies to Mr.
***** for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding
his home security.
We understand Mr. *****’ communication to the Better Business Bureau to be that he would like any owing
balance relating to his home security account removed and total cancelation of any owing debt.
Our records indicate Mr. ***** requested Melaleuca Home Security on May 6, 2015 for a 60 month agreement. Mr.
***** signed this agreement by way of a digital signature and he also completed the quality assurance call. Mr.
***** made two (2) payments for the service. Melaleuca Home Security made serveral attempts with Mr. ***** to
complete the activation process but each time Mr. ***** requested that the appointment be rescheduled. We also
attempted to troubleshoot the issues mentioned in his complaint, but Mr. ***** was unable to send pictures of his
equipment. When Mr. *****’ home security agreement was cancelled there remained a balance of $161.40 which
Mr. ***** agreed to pay. Melaleuca Security never received his payment. In an effort to resolve this issue, the owing
balance has been removed from his account.
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service
Department at 1-800-282-3000.
Sincerely,
Sterling ** B*****
Melaleuca Security General Manager

2/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered Melaleuca through a representative that agreed if I ordered she would pay for half of the $300.00 order. Two days after she sent in all my order documents she informed me that she doesn't have the money to pay the half. I called Melaleuca on 1/16/16. I called the customer service number and cancelled the order. On 1/18/16 the took the money out of my account any way. I noticed on 1/20/16 I called my bank and explained what happened so they cancelled my card and issued me a new one as well as credited my account. I then called Melaleuca customer service again and told them that I have called my bank and I was refusing the order when it arrives. I was told by customer service that I can't refuse the order that I have to fill out a return slip on the inside then return it per the instructions. When I arrived I did as they instructed me then took it to UPS to have it returned to sender. UPS informed me that because it was opened they can't do that. I would have to purchase the return $87.00 (because of the size of the box and I don't have a company discount) I called Melaleuca again today 1-28-16 to ask them to please send me a label so that I can return the package. I explained that I was instructed wrong it shouldn't of been opened. The woman said that I have to pay for the return it doesn't matter. I explained that this is their mistake it should of never been sent to me. She said that it doesn't matter I have to pay for it.

Desired Settlement: They send me a mailing label so that I can send them back their product.

Business Response: February 10, 2016
Better Business Bureau
Attn: ****** ******
*** ** **** ***
****** ** *****
Re: ***** ** ********, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ***** **
********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that
she requests that Melaleuca pay for the return shipping of an order she no longer wants.
Typically, when orders are returned to Melaleuca, the customer is responsible for the return
shipping. (An excerpt from the Terms and Conditions addressing satisfaction guarantee is
appended below for reference). In an effort to resolve all of Ms. ********’s concerns, we
have emailed her an Authorized Return label, which allows her to send the products back at
no charge.
We further note that Ms. ********’s account was cancelled on February 9, 2016 and, as such,
she should not receive any more products or charges. We did not cancel Ms. ********’s
account previously because we had not received a written cancellation notice from her in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for
reference).
We wish Ms. ******** all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend
My Membership Form to Melaleuca bearing my original signature, printed name, address, and
Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will
be effective the month received. Suspension Forms received after the 25th of the month will be
effective the following month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product
without charge, or (3) upon my written request, refund the total purchase price of the product (less
shipping and handling charges). (Refunds, when requested, will be issued to the original Method of
Payment used to purchase the product unless that Method of Payment is unavailable, in which case a
refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for
the purchase price of the returned product. Credit on account is available for Melaleuca product
purchases.

Consumer Response: Better Business Bureau:

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


We understand Ms. ********’s communication to the Better Business Bureau to indicate that she requests that Melaleuca pay for the return shipping of an order she no longer wants. Typically, when orders are returned to Melaleuca, the customer is responsible for the return shipping. 

Before the package was sent out I had called and cancelled the order. They sent the package anyway and deducted it from my account. I then called Melaleuca again and explained that I was not going to except the order when it arrives. The customer service agent then lied to me saying that I have to fill out a from to return the package. UPS then told me that I should of never opened it and yes they would of returned it without further delay. But because I opened it I was now responsible for the package instead of Melaleuca. They did this in hopes that I would either keep the products and if I didn't then I would have to pay for the product's return which also might detour me from returning the products because of the large box and high cost of shipping that box; that again should of never been sent in the first place. 

We further note that Ms. ********’s account was cancelled on February 9, 2016 and, as such, she should not receive any more products or charges.

Because of their shady and underhanded actions I called me bank and explained to them what was going on. They told me that other customers have had issues with Melaleuca before; Per my banks suggestion and the history of Melaleuca they reversed the payment back to me and closed out my debit card having to issues me a new card. They could access my account any more. 

Mr ***** ******* the representative of Melaleuca that responded to this BBB complaint keeps referring to their P&P for returns but seems to forget that is once the product arrives to the customer. This product was never supposed to arrive. It was cancelled before it left the warehouse. It was cancelled before the money was taken from my account. Mr ******* also seems to forget that his customer service employee's are the people that lied to me about procedures. Again, I'm sure to try and get me to keep the order.  

Even the response from Mr ******* was bad business practice in the way that it was handled without research in conversations. Trying to shift the blame on the ex-customer is just bad form. 


Regards,

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




2/9/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed a contract with Melaleuca June 16th 2015, requested cancellation July 17th and fulfilled my cancellation on August 7th 2015 via email. I followed the cancellation procedure exactly as instructed and Melaleuca claims to have not received my cancellation. Since I sent the cancellation in August, Melaleuca no longer had authorization to charge my account or to send me a "backup" order. However, I was charged for and received the "backup" order for August on September 11th. I contacted Melaleuca's Customer Service on the phone on September 14th and the female customer service representative was very rude and said that they did not receive my cancellation and she admitted that Melaleuca was " having problems with pdf files in emails". So I resent my cancellation on Septermber 14th, submitting it the same exact way I did in August, and this time it actually got cancelled. I read reviews on the BBB for Melaleuca and it appears that others have had this same exact problem. I told Melaleuca on the phone that day that I would send them their products back but that I was NOT going to pay for the shipping since I followed their cancellation procedures and their system is the one that screwed up. Melaleuca refused to pay for the shipping so I did not send the package back. I even emailed their customer service on September 15th to try to make contact with them again about sending their products back and they still refused to cooperate. I have all the documentation of these transactions. Now, Melaleuca is trying to collect on the balance for the "back-up" order and I refuse to pay it because I no longer had a contract with Melaleuca after August 7th. I spoke with a customer service rep on January 14th 2016 and Melaleuca still will not accept the return and is still trying to collect the $63.75 for the "backup" order.

Desired Settlement: The company says they will not longer accept the returned products since they're 90 days out but I tried returning them in September but Melaleuca refused to cooperate. I would like the $63.75 charge for the "backup" order to be voided. resulting in a zero balance.

Business Response: January 28, 2016
Better Business Bureau
***** ****** ****** *** ** **** *** ****** ** *****
Re: ******* *********, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by *******
*********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ********* gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. *********’s communication to the Better Business Bureau to indicate
that she requests that the owing balance be removed from her account, including shipping. In
an effort to resolve Ms. *********’s concerns, we have removed the owing balance from her
account. Therefore, Ms. *********’s account reflects a zero balance. Ms. *********
disputed the charge of $63.75 from her bank, so a refund from Melaleuca is not warranted.
Additionally, we will allow Ms. ********* to keep the order at issue.
Ms. *********’s account was cancelled on September 14, 2015 and, as such, she should not
receive any more products or charges. We note that we did not cancel Ms. *********’s
account previously because we had not received a written cancellation notice from her in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for
reference).
Ms. ********* enrolled with Melaleuca as a Preferred Customer on June 16, 2015. As a
Preferred Customer, Ms. ********* committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered
and eligibility for discounted services such as long distance telephone service and health
savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer
Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in
any month during which they do not order at least the amount of products that they
committed to order. Preferred Customers can select the products that will be included in any
Backup Order they might receive. If they make no such selection, any Backup Order they
receive will include a variety of products selected by Melaleuca. 
We wish Ms. ********* all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend
My Membership Form to Melaleuca bearing my original signature, printed name, address, and
Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will
be effective the month received. Suspension Forms received after the 25th of the month will be
effective the following month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product
without charge, or (3) upon my written request, refund the total purchase price of the product (less
shipping and handling charges). (Refunds, when requested, will be issued to the original Method of
Payment used to purchase the product unless that Method of Payment is unavailable, in which case a
refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for
the purchase price of the returned product. Credit on account is available for Melaleuca product
purchases.

2/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an account with Melaleuca where for my backup order I was issued certificates. I would like to use the certificates and cancel the account, however each time I tried to use the certificates I would received a message I need to purchase 35 credits worth of items to use the certificates. Tonight I went in again to try to complete the order as I was informed I should be able to use the certificates as they were already paid for. I went into my account on line and it was blocked, The associate Steven inform me I had 53.39 outstanding, since they sent me a certificate for December and they did not get payment ( my card was updated to the chip card and number was changed) I paid the 53.39 then got a call five minutes later from the same Steven informing me I had more to pay. I requested a statement of all orders and certificate, however Steven tells me I cannot get it until next week. I asked to speak to a Supervisor, they were all busy. I paid 53.39 to grt the account open so that I can shop and cancel the account then gets a call for more money with no supporting documentation. I asked to have all money refunded i was told there are no refunds, the certificates are valid for up to two years. I would prefer to have a check sent for the balance on the account. certificates totaling 158.97 and a credit of 48.28. For my time in traing I had 77.00 bonus dollars that too you must spend 35 points to use it and it cannot be used with the certificates which is 35 points per month. Please assist me in getting a refund in check. Thanks.

Desired Settlement: Check refund for 158.97 certificates total and credit of 48.28. An order that was returned. Thanks

Business Response: January 29, 2016
Better Business Bureau
Attn: ****** ******
*** ** **** *** ****** ** *****
Re: **** *************** **** *********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by **** **************
Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ************** gave us to do business with her,
and extend our apologies to her for any inadvertent errors that may have prevented us from
being more responsive to her inquiries regarding her account.
We understand Ms. ************** communication to the Better Business Bureau to indicate
that she had requested a refund of convenience certificates, refund for returned product and
that her Melaleuca Preferred Customer Membership be cancelled. Melaleuca’s policy
regarding convenience certificates is that they may redeemed for product only, and may not
be returned for a refund or credit. However, in an effort to resolve all of Ms. **************
concerns, we have issued a refund in the form of a check for the two convenience certificates
which were not redeemed for product, as well as the credit from the return of her July 2015
order. The total amount of the refund is $155.06.
Ms. ************** account was cancelled on January 28, 2016 and, as such, she should not
receive any more products or charges. We note that we did not cancel Ms. **************
account previously because we had not received a written cancellation notice from her in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for
reference).
Ms. ************** enrolled with Melaleuca as a Preferred Customer on May 26, 2015. As a
Preferred Customer, Ms. ************** committed to order a certain amount of products
from Melaleuca’s catalog each month in return for a 30% to 50% discount on all products
ordered and eligibility for discounted services such as long distance telephone service and
health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer
Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in
any month during which they do not order at least the amount of products that they
committed to order. Preferred Customers can select the products that will be included in any
Backup Order they might receive. If they make no such selection, any Backup Order they
receive will include a variety of products selected by Melaleuca. 
We wish Ms. ************** all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend
My Membership Form to Melaleuca bearing my original signature, printed name, address, and
Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will
be effective the month received. Suspension Forms received after the 25th of the month will be
effective the following month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product
without charge, or (3) upon my written request, refund the total purchase price of the product (less
shipping and handling charges). (Refunds, when requested, will be issued to the original Method of
Payment used to purchase the product unless that Method of Payment is unavailable, in which case a
refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for
the purchase price of the returned product. Credit on account is available for Melaleuca product
purchases.

1/26/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company runs a scam. Once they have your credit card or bank information it's all over. I have made repeated demands that my account be cancelled. I have for the last 4 month repeatedly told them to cease making any charges against my bank or my debit card they have on file. I have told them they no longer have my permission and are no longer authorized. I identified myself, but in order to make it as difficult as possible, they claimed they required a fax and a long form in order to stop the charges. I explained to them "No you don't need any of that. This is an order! This is my bank account and you are being ordered to cease. I am an unemployed single mom with an autistic 3 year old child. I have no access to a fax machine and because of this company continuing to attempt to get funds out of my account I am now homeless and am having to stay either in my car or with my Mom and Dad or with friends. I've had to cancel my bank account to prevent any further attempts to withdraw money and another $28 bank fee. This has all spiraled out of control . Four Months have gone by since I started the process and told them to close my account. At my own expense I even went down and went through all the hoops to "Fax" them their forms over 2 months ago and even today they claim they never received it. Now, my home is gone(Thanks to them) so if they're shipping any unordered products they're either being returned or being left at a unoccupied residence. I demand a refund for the past 4 months they have charged my account after it was cancelled as well as compensation for all the $28 bank fees for NSF charges. All of this begs the question. They certainly didn't require all of these hoops to start my account, did they? What kind of people would do such a thing? Obviously, if they are this crooked and bad, how bad must the products be? This company is about one thing, finding the most plausible barely legal way they possibly can to steal from those who can least afford it. This puts them among the lowest of the low. Perhaps they think these people are least likely to fight them back. They haven't heard the last of me and as of today my dad will be starting a campaign to expose them and bring this company down. Last but not least, It doesn't look very good that the BBB is showing a company with these kinds of ethics as a highly rated company. Common sense dictates this is their common practice and there would be many others who would have suffered. My dad is working with some attorneys in Atlanta to explore helping other victims with a class action suit. Again, I'm also disappointed with the BBB, your high rating makes it appear Money can buy anything.

Desired Settlement: $500 refund

Business Response: January 18, 2016
Better Business Bureau
Attn: ****** ******
*** ** **** ***
****** ** *****
Re: ****** * *******, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ****** *
*******. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. *******’s communication to the Better Business Bureau to indicate
that she had requested that her account be cancelled as well as a refund of unauthorized
charges. In an effort to resolve all of Ms. *******’s concerns we have cancelled the
account and removed the owing balance of $53.39 caused by the December Back-up Order.
We have also processed a full refund for the November Back-up order in the amount of
$53.39 to the method of payment. Additionally, on two different occasions we attempted to
contact Ms. ******* to discuss her refund request but we were unable to reach her and our
calls were not returned.
Ms. *******’s account was cancelled on January 6, 2016 and, as such, she should not
receive any more products or charges. We note that we did not cancel Ms. *******’s
account previously because we had not received a written cancellation notice from her in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for
reference).
Ms. ******* enrolled with Melaleuca as a Preferred Customer on June 17, 2015 As a
Preferred Customer, Ms. ******* committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered
and eligibility for discounted services such as long distance telephone service and health
savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer
Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in
any month during which they do not order at least the amount of products that they
committed to order. Preferred Customers can select the products that will be included in any
Backup Order they might receive. If they make no such selection, any Backup Order they
receive will include a variety of products selected by Melaleuca. 
2
We wish Ms. ******* all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend
My Membership Form to Melaleuca bearing my original signature, printed name, address, and
Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will
be effective the month received. Suspension Forms received after the 25th of the month will be
effective the following month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product
without charge, or (3) upon my written request, refund the total purchase price of the product (less
shipping and handling charges). (Refunds, when requested, will be issued to the original Method of
Payment used to purchase the product unless that Method of Payment is unavailable, in which case a
refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for
the purchase price of the returned product. Credit on account is available for Melaleuca product
purchases.

1/19/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have attempted to cancel my relationship with this company. I have filled out and submitted their form for cancellation and spoken with multiple "customer service" representatives stating my desire to terminate any and all relationships with them. They continue to send products and bill my credit card. They have even called me stating that despite my multiple attempts to discontinue their service they will continue to send products and expect payment.

Desired Settlement: I would like for them to stop sending products and billing my credit card. I would like a letter from them stating that I am no longer a customer and that they will no longer bill my credit card for products.

Business Response: January 19, 2016
Better Business Bureau
Attn: ****** ******
*** ** **** **.
Boise, ID *****
Re: ******* ******, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by *******
******. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that
she had requested that her account be cancelled. In an effort to resolve her concerns, Ms.
******’s account was cancelled on January 18, 2016 and, as such, she should not receive any
more products or charges. We note that we did not cancel Ms. ******’s account previously
because we had not received a written cancellation notice from her in accordance with the
Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms
and Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on March 31, 2015 As a
Preferred Customer, Ms. ****** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered
and eligibility for discounted services. By accepting the Terms and Conditions of
Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and
pay for a Backup Order in any month during which they do not order at least the amount of
products that they committed to order. Preferred Customers can select the products that will
be included in any Backup Order they might receive. If they make no such selection, any
Backup Order they receive will include a variety of products selected by Melaleuca. Because
Ms. ****** remained a Preferred Customer in November 2015 and no minimum product
point order was placed, Melaleuca processed and mailed an order to her, attempting to charge
her $81.51 for the order. However, Melaleuca never received payment for the order. On
December 11, 2015, per Ms. ******’s request, a returns label was emailed to her, which she
could then use to return the product to us at no cost to her. As of the date of this letter we
have not received the product back. Melaleuca has removed the owing balance and ask that
Ms. ****** return the order to us per our agreement.
We wish Ms. ****** all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend
My Membership Form to Melaleuca bearing my original signature, printed name, address, and
Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will
be effective the month received. Suspension Forms received after the 25th of the month will be
effective the following month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product
without charge, or (3) upon my written request, refund the total purchase price of the product (less
shipping and handling charges). (Refunds, when requested, will be issued to the original Method of
Payment used to purchase the product unless that Method of Payment is unavailable, in which case a
refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for
the purchase price of the returned product. Credit on account is available for Melaleuca product
purchases.

Consumer Response:

Ms. ******-

I have read Mr. ********* response to our complaint.  While we accept the terms that the account has been canceled; for the record Mr. ********* response is inaccurate.  I have made every effort to follow the Terms and Conditions out lined by Melaluca.  I did submit the cancelation form as directed by the Terms and Conditions Document.  The cancelation form is extremely difficult to find and customer service was no help.  I have returned all items that Melaluca has sent.  I am unsure why they claim I have not done so.  They provided a partial credit on my credit card for returned items.  When questioned about the remaining amount, the customer service representative stated the balance was for shipping.

Clearly Melaluca has customer service problems and makes it very difficult for customers to leave their "Preferred" status.  This shows complete disregard for the actual customer.  I feel that they do not value the customer at all.  When trying to leave, Melaluca will try to squeeze every penny from their customer in hopes that becomes easier to stay then to pay to leave.

On a separate note; I want to thank the BBB for helping to resolve this case.  However, I would ask that you review your A+ rating of Melaluca.  I know that because this case is closed in the customer's favor, it will not affect Melaluca's rating.  Unfortunately, this company does not deserve an A+ rating due to their unethical business practices.

Thank you for your assistance in this matter.

Sincerely-

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

***************************************************************
Better Business Bureau:

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

Regards,

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

1/7/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was trying this companies product due to health reasons in my home, asthma, allergies and eczema. When I purchased products, I was told that I would have to put in monthly orders to keep preferred status or get lots of messages till it was done. I wanted to try it slowly cause my husband and son have the worst allergies. Well they had a reaction and my daughter who isn't reacted from the laundry product too. So I did not order anything for November. With all the doctor visits and holiday, I went to balance my checking account and found out Melaluca charged me for an order of things I didn't even pick out. So I returned the items lost 20 dollars and taxes and when I was refunded I wanted to cancel membership I have sent three emails now, their form they wanted and twice an attached note with my signature requesting my cancellation! I am not even asking for the money back from all the unused products or doctors. I have talked to multiple people telling them about our reaction. They keep asking for more documents. I do not want another 70 dollars in product I cannot use!!!! Which they will be doing any day! I need help!

Desired Settlement: To no longer charge my account sending no orders from December 2015 on!!!

Business Response: ******** *** **** ****** ******** ****** ***** ****** ****** *** ** **** *** ****** ** ***** *** ******* * ******* **** ********* **** *** *******
We recently received a notice from your office regarding a concern expressed by ******* ** ******. Thank you for
bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity *** ****** gave
us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from
being more responsive to her inquiries regarding her account.
We understand *** ******’s communication to the Better Business Bureau to indicate that she had requested for her
account to be cancelled and no further charges to occur. In an effort to resolve all of *** ******’s concerns we have
cancelled the account, as well as issued a refund in the amount of $7.81 for the original shipping cost of the order she
returned.
*** ******’s account was cancelled on December 30, 2015 and, as such, she should not receive any more products or
charges. We note that we did not cancel *** ******’s account previously because we had not received a written
cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish *** ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service
department at 1-800-282-3000.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership
Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms
received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms
received after the 25th of the month will be effective the following month…

12/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The only way to get out of Melaluca auto shipments is to write a letter and send it to them. You cannot verify your info over the phone and stop shipments, even though you can do this with any other company, even my bank closed my account over the phone. I called in several times, over a 2 month period to try and close my account and was told they were having "phone issues" and calls were always dropped. When I finally got somebody, they gave me the email address myaccount@melaluca.com to send a picture of a hand written note with my name, phone number, date and why I'm stopping my order. I was told to send this before the end of the month and allow 2 days for processing in order to no be charged another month. I sent the email 8 days before the end of the month and kept getting "transmission" failures, so I closed my bank account in order to not get any more orders that I cannot afford due to the fact that I have lost my job and I'm a single Mom. I got an email today that Melaluca shipped my order today and I will be charged $70 even though they could not bill the usual account. I'm afraid this will got to collections and they will keep sending every month, not letting me out of shipments. I'm am not under a contract and I think this is a terrible business.

Desired Settlement: I want reassurance that I don't owe Melaluca any money and they will stop future shipments.

Business Response: December 16, 2015
Better Business Bureau
Attn* ****** ******
*** ** **** *** ****** ** *****
Re: ****** * ********, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ****** *
********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that
she had requested for her account to be cancelled as well as the assurance that there are no
longer an owing balances on her account. In an effort to resolve all of Ms. ********’s
concerns we have removed the balance of $67.05 from the account.
Ms. ********’s account was cancelled on December 4, 2015 and, as such, she should not
receive any more products or charges. We note that we did not cancel Ms. ********’s
account previously because we had not received a written cancellation notice from her in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for
reference).
Ms. ******** enrolled with Melaleuca as a Preferred Customer on February 24, 2015. As a
Preferred Customer, Ms. ******** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered
and eligibility for discounted services such as long distance telephone service and health
savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer
Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in
any month during which they do not order at least the amount of products that they
committed to order. Preferred Customers can select the products that will be included in any
Backup Order they might receive. If they make no such selection, any Backup Order they
receive will include a variety of products selected by Melaleuca. 
We wish Ms. ******** all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend
My Membership Form to Melaleuca bearing my original signature, printed name, address, and
Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will
be effective the month received. Suspension Forms received after the 25th of the month will be
effective the following month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product
without charge, or (3) upon my written request, refund the total purchase price of the product (less
shipping and handling charges). (Refunds, when requested, will be issued to the original Method of
Payment used to purchase the product unless that Method of Payment is unavailable, in which case a
refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for
the purchase price of the returned product. Credit on account is available for Melaleuca product
purchases.

12/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A friend of mine offered to send me a free sample of a good protein shake. I'm a single mother raising my two teenage sons alone, and even with my job I'm on a tight budget. I was adamant I didn't have money to be spending on monthly membership fees. He told me he would pay the one time membership and if I liked the protein shake, I could order it, and only it without any other fees. He asked for my CC number but assured me it would NEVER be charged unless I chose to purchase Melaleuca products down the road. In May I noticed my card had been charged with a "back-up order." I called the friend that had offered the protein shake and reminded him I didn't authorize any charges on my card. He said that it was a mistake and he'd take care of it. He contacted me later in the day and told my I'd been accidently signed up for the monthly order and I would have to call their customer service to have it cancelled. I was furious. I never authorized any charges on my card and now I'm wasting my time trying to get them to stop charging it. The number he provided was only open during business hours, which is when I work. After the first call I made to them they told me the order would be cancelled. However the beginning of the following month I again was charged $69.99. When I called Melaleuca again, I was told that I would need to request cancellation in writing. I've sent a letter and several emails trying to get this subscription stopped to no avail. I've been charged monthly for products that I never wanted and never ordered. I finally contacted my credit union. They've blocked any further charges from coming in.

Desired Settlement: I would like them to refund the money they have taken from my account. I've changed the CC number so they will need to mail a check.

Business Response: December 11, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ***
Boise, ID 83714
Re: **** *********, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ****
*********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ********* gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. *********’s communication to the Better Business Bureau to indicate that
had requested a refund for all unauthorized charges on her method of payment due to the
Backup Order taking effect on her account. In addition, she request that her Melaleuca
membership be canceled. In an effort to resolve all of Ms. *********’s concerns, six
Authorized Return Labels have been emailed to her, which she may use to return the
unwanted products at no cost to her. In addition, we have issued a check for a refund of
$131.92. We note that Ms. ********* disputed some of the charges with her bank and
received a refund from her bank in the amount of $263.84. The disputed amount has been
removed from Ms. *********’s account, which now reflects a zero balance.
Ms. *********’s account was cancelled on November 24, 2015 and, as such, she should not
receive any more products or charges. We note that we did not cancel Ms. *********’s
account previously because we had not received a written cancellation notice from her in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for
reference).
Ms. ********* enrolled with Melaleuca as a Preferred Customer on April 30, 2015. Ms.
********* indicates that she had no intention of being a Preferred Customer and receiving a
monthly order. It appears to be a miscommunication with the individual who introduced Ms.
********* to Melaleuca and submitted Ms. *********’s paperwork. Melaleuca’s Policy
Administration Department will be contacting this individual.
We wish Ms. ********* all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** ******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend
My Membership Form to Melaleuca bearing my original signature, printed name, address, and
Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will
be effective the month received. Suspension Forms received after the 25th of the month will be
effective the following month…

12/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Your organization charged my credit card $65.93 on 12/3/2015. I called your company and advised them I did not purchase any products. They said it was ordered by your distributor and their credit cards did not work and so my credit was authorized by your distributor as a back up card. I did not authorized by card to be used by any distributor and asked to be sent the documentation to support this agreement, and I was told the distributor said so. I provided my account information when I ordered a product back in June of 2012. This is a fraudulent activity and I was told by your company that I need to follow up with your distributor and ask them to refund my money. I am outraged, I just told you my information was compromised by your company and I am required to collect the money in question. I filed a fraud compliant with my bank against your company and a compliant with the Consumer Finance Protection Bureau asking you CEO to respond. I want you to refund my money immediately. Also, multiple management members of your staff stated they would do me a courtesy of removing my card as a back up card for your distributor who never had permission to use it any way.

Desired Settlement: Refund

Business Response: December 10, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** *** ****** ** ***** Re: ***** * *****, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ***** *
*****. Thank you for bringing this to our attention and providing us an opportunity to
respond.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that
she requested for a refund for the charges on her method of payment that were not authorized
and were caused due to her method of payment being on another customer’s account, as well
as the removal of her method of payment. In an effort to resolve all of Ms. *****’s concerns,
we have refunded the full amount of the charge for $65.93. We have also removed her
method of payment from the account.
Additionally, after looking into the matter we discovered that in June 2012 a product order
was placed for Ms. ***** by her enroller, using Ms. *****’s method of payment. The order
was then shipped to Ms. ***** and was for three Renew lotions. When the order was placed
in 2012, Ms. *****’s credit card was added as a default method of payment and remained on
the account until Ms. ***** filed the recent BBB complaint. When Ms. *****’s enroller’s
most recent order declined payment, Melaleuca’s electronic system automatically went to
another method of payment, which happened to be Ms. *****’s card.
We believe this resolves the issue. However, if Ms. ***** has any further questions, she may
contact Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration

12/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After receiving and reviewing the Melaleuca Home Security system we decided it would not work for our home. We contacted the company and explained our situation but were told that we had not responded within the appropriate time frame and they would not honor a return of the system. Melaleuca Home Security counted days that they were not staffed to do business. We have paid for the system, which is still in the box, for 1 year and contacted them today to cancel the service and we were told that we would have to pay for the remaining 4 years of service in order to get out of our contract - which they claim is for 5 years.

Desired Settlement: I want the contract cancelled and a refund of all money paid to date.

Business Response: December 10, 2015
Better Business Bureau
Attn: ****** *****r
*** ** **** *** ****** ** *****
Re: ******** *****, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ******** *****. Thank you for
bringing this matter to our attention and providing us an opportunity to respond. We extend our apologies to Mr.
***** for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding
his home security.
We understand Mr. *****’s communication to the Better Business Bureau to be that he would like to have his
contact with Melaleuca Home Security cancelled and refund all money paid to date, withoutut being charged an
early termination fee.
Our records indicate Mr. ***** requested Melaleuca Home Security on August 25, 2014 under a 60 month
agreement. Mr. ***** signed this agreement by way of an electronic signature and he also completed the quality
assurance call. Mr. ***** is fourteen (14) months into the original 60 month agreement for the service.
A Melaleuca Security associate contacted Mr. *****, offering two options to resolve the issue. The first option was to
lower the month billing and Melaleuca would pay one half of the service fee to have a technician go and install the
system. The second option was to lower the agreement to thirty-six (36) months. Mr. ***** declined both options.
In an effort to resolve this issue, Mr. ***** has agreed to return the equipment in new condition and pay a
restocking fee of $99. We received the payment for the restocking fee and once we receive the equipment we will
cancel the service going forward. There will be no refund for past months of monitoring.
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Home Security
department.
Sincerely,
******** ** ******
Melaleuca Security General Manager

12/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company attempted to bill me for their annual fee in October. As the card was cancelled, he charge was declined. During this process I moved and somehow Melaleica received my new address. They changed my address and knowing the last charge was declined, they claimed in order to ensure my account maintained my preferred status they sent out an unsolicited order. A legitimate company wouldn't send out an order to a credit card that was declined twice. Technically I couldn't be a preferred customer any longer because they didn't receive payment for that "annual" fee. I was never notified any of this happened via my account. I only found out after they shipped an order trying to use an Nin existent card for payment. They called today wanting to collect $98. I said they are more than welcome to send a return label. They refuse to pay for the shipping. I did not order the product, I do not want it and they should never have sent out an order on an account hat had a "negative" balance due to their annual fee in the first place. The first time they called regarding the invalid credit card number I told them I wanted to cancel the account. I was in the midst of a movie and couldn't sit on hold any longer.

Desired Settlement: I would like them to credit any charges they have billed to my account. They are welcome to pick up the package they sent. I will not be responsible for any shipping charges. I want my account closed and no further contact from them.

Business Response: December 7, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** *** ****** ** *****
Re: ***** ********, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by *****
********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that
she had requested a credit for products sent to her without her consent, due to the Backup Order
taking effect on her account as well as the Annual Renewal fee. By signing the Customer
Membership Agreement, Ms. ******** agreed to receive and pay for a Backup Order in any
month during which she did not order at least the amount of products she committed to order.
However, these charges did not clear, which left an owing balance on the account. In an effort to
resolve all of Ms. ********’s concerns we have removed the owing balance of $91.73 from the
account and no further charges will be attempted. We have also emailed an Authorized Return
Label to her which she may use to return the unwanted products at no cost to her.
Ms. ********’s account was cancelled on November 30, 2015 and, as such, she should not
receive any more products or charges. We note that we did not cancel Ms. ********’s account
previously because we had not received a written cancellation notice from her in accordance with
the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms
and Conditions addressing cancellation is appended below for reference).
Ms. ******** enrolled with Melaleuca as a Preferred Customer on September 20, 2014. As a
Preferred Customer, Ms. ******** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order.
Preferred Customers can select the products that will be included in any Backup Order they
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca. 
**** ***** *********** ******* * ***** ****** ***** ********** ###-###-#### Melaleuca.com
We wish Ms. ******** all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

12/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Cancelled membership 10-17-2015. Spoke to customer service and emails cancellation form. The charged cc $81.81 on 11-4-2015. They said they never got cancellation email. I resent it. They have NOT refunded last charge. UPS has returned last package to them as of Monday this week. I still waiting. Have NOT heard from them on any concern to date. Keep sending me 'return to company' emails and offers. Want to sever all relations with them and gt my money returned. I had to pay $3.50 to UPS to access return services to get package back to them.

Desired Settlement: Refund monies and end contact.

Business Response: December 8, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** *** ****** ** *****
Re: ****** **********, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ******
**********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Mr. ********** gave us to do business with him, and
extend our apologies to him for any inadvertent errors that may have prevented us from being
more responsive to his inquiries regarding his account.
We understand Mr. **********’s communication to the Better Business Bureau to indicate that
he requests a refund of the products which were returned to the company as well as the original
and return shipping. In accordance with the Terms and Conditions of the Customer Membership
Agreement Form, products can be refunded to the customer for product total and tax if it is
returned within 60 days of purchase. (An excerpt from the Terms and Conditions addressing
cancellation is appended below for reference). When we received Mr. **********’s returned
order, a refund of $72.99 was processed. However, in an effort to resolve all of Mr.
**********’s concerns we have issued a second refund of $12.02 to Mr. **********’s Visa
card on file.
Mr. **********’s account was cancelled on November 6, 2015 and, as such, he should not
receive any more products or charges. We note that we did not cancel Mr. **********’s
account previously because we had not received a written cancellation notice from him in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for
reference).
Mr. ********** enrolled with Melaleuca as a Preferred Customer on August 6, 2015. As a
Preferred Customer, Mr. ********** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order.
Preferred Customers can select the products that will be included in any Backup Order they 
**** ***** *********** ******* * ***** ****** ***** ********** ###-###-#### Melaleuca.com
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Mr. ********** all the best. If he has any further questions, he may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

12/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have sent in the required form for account cancellation five times and my information has somehow not been received each time. I have been sending it for for months now. This month they not only charged my bank account, but they refuse to refund the money they took without my permission. I asked them to cancel over the phone and they denied my request. They changed my account without my permission to a certificate, which means that since I did not order anything they charge my account. According to them, this charge is not refundable and can only be used as a credit to buy something off their website. They will also not remove my debit card information form the account in order for this to be avoided in the future. I am very frustrated that a company calls itself the wellness company and treats premier members in this manner.

Desired Settlement: I would like my account cancelled and money refunded

Business Response: November 18, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ***
Boise, ID 83714
Re: ****** * *********, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ****** * *********.
Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate
the opportunity Ms. ********* gave us to do business with her, and extend our apologies to her for any
inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her
account.
We understand Ms. *********’s communication to the Better Business Bureau to indicate that she had
requested that her account be cancelled, as well as a refund of the Convenience Certificate processed on
her account without her consent. In an effort to resolve all of Ms. *********’s concerns we have issued a
refund of the Convenience Certificate in the amount of $53.39. In addition, we have refunded the credit
which was on Ms. *********’s account from a returned order in the amount of $49.16.
Ms. *********’s account was cancelled on November 17, 2015 and, as such, she should not receive any
more products or charges. We note that we did not cancel Ms. *********’s account previously because
we had not received a written cancellation notice from her in accordance with the Terms and Conditions
of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing
cancellation is appended below for reference).
Ms. ********* enrolled with Melaleuca as a Preferred Customer on July 20, 2015 As a Preferred
Customer, Ms. ********* committed to order a certain amount of products from Melaleuca’s catalog
each month in return for a 30% to 50% discount on all products ordered and eligibility for discounted
services such as long distance telephone service and health savings programs. By accepting the Terms and
Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and
pay for a Backup Order in any month during which they do not order at least the amount of products that
they committed to order. Preferred Customers can select the products that will be included in any Backup
Order they might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Ms. ********* all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
**** ***** *********** ******* * ***** ****** ***** ********** ###-###-#### Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

12/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My primary concern is that Meleuca service reps. refuse to ship my orders as requested. I'm an older worker that lives alone & united parcel service refuses to deriver when I'm home. I'm willing to pay extra for U S Postal delivery. After requesting this method of delivery for many months, It has happened only twice. Also, I was billed for 2 orders this month. I called about this issue & was hung up on after being on "hold" for 5 min..

Desired Settlement: Deliver my orders by US Postal service OR show me how to cancel my service agreement ! There are no instructions on their web page.

Business Response: November 19, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ***
****** ** *****
Re: ***** * ****s, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ***** * ****s.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
extend our apologies to Mr. ***** for any inadvertent errors that may have prevented us from
being more responsive to his inquiries regarding his account.
We understand Mr. ******* communication to the Better Business Bureau to indicate that he had
requested that all orders be shipped to him through the United States Postal Service. In an effort
to resolve all of his concerns we have made the necessary changes on his account to make sure
his orders are sent through the United States Postal Service. In addition, we have processed a full
refund of the October Backup Order in the amount of $148.83.
We wish Mr. ***** all the best. If he has any further questions on concerns, he may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration

12/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Melaluca last month to cancel my auto-ship order and find out how to return the products. They emailed me a form to fill out and I emailed it back to them for a refund. Then I just now received another auto-ship order in which I did not order and they said that they never received my hand written email stating to cancel and so even though they have it in their notes that I wanted to cancel they still shipped me an auto-ship because they didn't have a hand written letter. Now all they are willing to do is refund me but not the shipping and handling both ways!

Desired Settlement: I want a full refund including the shipping and handling

Business Response: November 18, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ***
****** ** *****
Re: *** ******, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by *** ******.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Ms. ****** gave us to do business with her, and extend our
apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
We understand Ms. ******** communication to the Better Business Bureau to indicate that she
wishes to receive a full refund for products sent to her, due to the Backup Order taking effect on
her account. By signing the Customer Membership Agreement, Ms. ****** agreed to receive
and pay for a Backup Order in any month during which she did not order at least the amount of
products she committed to order. In an effort to resolve all of Ms. ******** concerns, an
Authorized Return Label has been emailed to her, which she may use to return the unwanted
products at no cost to her. In addition, we have refunded the order in full for the amount of
$65.26. Additionally, Ms. ****** has been refunded $9.95 for the monthly MyMelaleuca
subscription she agreed signed up for in August 2015, and the service has been cancelled.
Ms. ******’s account was cancelled on November 5, 2015 and, as such, she should not receive
any more products or charges. We note that we did not cancel Ms. ******’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on May 26, 2015 As a Preferred
Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s
catalog each month in return for a 30% to 50% discount on all products ordered and eligibility
for discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca. 
**** ***** *********** ******* * ***** ****** ***** ********** ###-###-#### Melaleuca.com
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

Consumer Response: Better Business Bureau:

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

Regards,

*** ******

11/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Been with Melaleuca for years. At the time of our seminar with Melaleuca, we notified the representatives before joining that I have medical issues from the military which I am not able to order myself monthly like they require. The rep said that we can have a back up order. I asked him if we would still receive the same loyalty shopping dollars like everyone else, he said yes! That day, we joined Melaleuca. For months, we have noticed that we were not receiving the same loyalty shopping dollars like other members do, as we were told prior to joining. On October 05 2015, I found out that Melaleuca was not able to bill $70.59 to our bank account at the beginning of the month because we didn't have the funds in our account. On October 05 2015 at 140PM, I spoke with ****** about the $70.59 which was due and regarding our loyalty shopping dollars. ****** did not want to resolve this issue so I notified her that we are going to cancel our membership immediately & Melaleuca is not authorized to charge our bank card. ****** notified me that the package was already sent to us. I notified ****** that we do not want the package, it will be sent back to your company. ****** said that we are responsible for the shipping. I notified ****** that companies don't send packages out without payment first. We are not going to be responsible for the shipping since they failed to get payment first. On October 7 2015, Melaleuca charged our Wells Fargo bank account without our knowledge, $70.59 knowingly that we were going to cancel our membership. On 10/12/2015 at 7PM, I contacted the bank & notified them that Melaleuca charged our account when we notified them that we were cancelling our membership & told them that they were not authorized to charge our account. Wells Fargo completed an investigation & credited our account. Melaleuca keeps calling, sent a letter regarding our account balance of $16.60 for the shipping. The date of this letter is 10/30/2015. Melaleuca is harassing us & has possibly violated the law

Desired Settlement: The balance of $16.60 for shipping fees must be removed & a invoice is required reflecting a zero balance. No further contact by mail, email or phone from Melaleuca is authorized. BBB must keep this complaint within there system in order to notify future customers of Melaleuca un-ethical behavior & bad business practices. If Melaleuca fails to comply, Melaleuca must be held accountable for their actions but not limited to the following; fines being imposed, loss of business license, lawsuit

Business Response: November 19, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** *** ****** ** *****
Re: ****** ******, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ****** ******. Thank
you for bringing this to our attention and providing us an opportunity to respond. We appreciate the
opportunity Mr. ****** gave us to do business with him, and extend our apologies to him for any
inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his
account.
We understand Mr. ******** communication to the Better Business Bureau to indicate that he had
requested that all balances on the account be removed and no future charges occur. In an effort to resolve
all of Mr. ******** concerns we have removed the remaining balance of $16.60 for the shipping of an
order and his account now reflects a zero balance.
Mr. ******** account was cancelled on October 13, 2015 and, as such, he should not receive any more
products or charges. We note that we did not cancel Mr. ******** account previously because we had
not received a written cancellation notice from him in accordance with the Terms and Conditions of our
Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is
appended below for reference).
Mr. and Mrs. ****** enrolled with Melaleuca as Preferred Customers on October 8, 2013. As Preferred
Customers, Mr. and Mrs. ****** committed to order a certain amount of products from Melaleuca’s
catalog each month in return for a 30% to 50% discount on all products ordered and eligibility for
discounted services such as long distance telephone service and health savings programs. By accepting
the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree
to receive and pay for a Backup Order in any month during which they do not order at least the amount of
products that they committed to order. Preferred Customers can select the products that will be included
in any Backup Order they might receive. If they make no such selection, any Backup Order they receive
will include a variety of products selected by Melaleuca.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer
Service department at ###-###-####.
Sincerely,
Wayne Billman
Director of Global Policy Administration
**** ***** *********** ******* * ***** ****** ***** *********3 ###-###-#### Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…

Consumer Response:

Better Business Bureau:

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

Melaleuca stated in there response to the BBB, we note that we did not cancel Mr. ******** account previously because we had not received a written cancellation notice from him accordance with the terms and conditions of our customer membership agreement.  NOW; I understand that Melaleuca needs a written cancellation which they received but Melaleuca was notified over the phone, NOT to charge my bank account because we were cancelling our membership.  Everyone has things to do in order to support there families.  Melaleuca should have never charged our account and that is the reason why Wells Fargo agreed with us when we disputed the charge from Melaleuca.  NOW; if Melaleuca didn't state this, everything would have been fine.  In this case, I request that this complaint be put on your website for the consumers to learn more about Melaleuca and how they conduct business.  This is bad business behavior and un-ethical.  Melaleuca must be held accountable for there actions for charging our account without authorization. 




11/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I been a customer of Melaleuca for almost 2 yrs. in August 2015 I called customer service and I informed them that I I have an oversupply of their product and I desire to discontinue automatic ordering. They asked me to go on their web site and login to my account that I never created or used before and cancel my automatic ordering. I went on their web site created an account and tried to cancel automatic ordering it kept coming back with the same screen to put my information so they can process my request, I put my information again and again it never processed my request. I contacted customer service via email and informed them of my attempt to cancel my automatic ordering and for customer service to inform the proper personnel of my desire to stop automatic ordering for my account. Customer service replied to my email asking me to go to the web site. I again reconfirmed my request via email and informed them that I no longer want to receive their product and informed them that I will reject receiving their product. In september they sent product I asked the shipper to return to sender and in october they sent product and I asked the shipper to return also. Melaleuca continues to send undesired product, continues to pull money from my bank account unauthorized they continue to keep my bank card information unauthorized. ignore my request to stop automatic ordering and does not refund the money when the product is returned.

Desired Settlement: )Stop automatic ordering to my account. refund billing for the last 2 shipments that were returned to them, remove my bank card information from their system. make simple for people to stop automatic ordering so we do not have to resort to this measure of BBB reporting

Business Response: November 4, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ***
Boise, ID 83714
Re: ***** * ****, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ***** * ****.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Mr. **** gave us to do business with him, and extend our apologies to
him for any inadvertent errors that may have prevented us from being more responsive to his
inquiries regarding his account.
We understand Mr. ****’s communication to the Better Business Bureau to indicate that he
wishes to cancel his account and receive a full refund of the products which were returned. By
returning these products, a credit was previously added to the account in the amount of $110.42.
In accordance with the Terms and Conditions of the Customer Membership Agreement,
product can be refunded to the customer for product total and tax if it is returned within 60 days
of purchase. (An excerpt from the Terms and Conditions addressing cancellation is appended
below for reference). Although Mr. ****’s returns were not within the 60 day time frame, in an
effort to resolve his concerns, we have refunded the credit of $110.42 to the method of payment
that was originally charged, along with the shipping charges for these orders of $33.24. We have
also refunded the most recent Backup Order charge for a Convenience Certificate in the amount
of $53.39.
Mr. ****’s account was cancelled on November 3, 2015 and, as such, he should not receive any
more products or charges. We note that we did not cancel Mr. ****’s account previously because
we had not received a written cancellation notice from him in accordance with the Terms and
Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Mr. **** enrolled with Melaleuca as a Preferred Customer on January 13, 2014. As a Preferred
Customer, Mr. **** committed to order a certain amount of products from Melaleuca’s catalog
each month in return for a 30% to 50% discount on all products ordered and eligibility for
discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive. 
**** ***** *********** ******* * ***** ****** ***** ********** ###-###-#### Melaleuca.com
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca.
We wish Mr. **** all the best. If he has any further questions, he may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Global Policy Administration
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

11/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Melaleuca back in 2013 because I started as a full time college student and had a three month old little boy. I thought this company would work great for me, however, it turned out to be the opposite of great. I do not work but my fiance does. I had received a call to purchase the Melaleuca security system. They made it seem like it was the best thing on the Earth. I never heard how long the contract was for but knew how much it charged a month. At the beginning of this year I called Melaleuca security to see if I could cancel it. I was told I owed 1,000 dollars. I decided to just deal with it even though I have not used my security system for over a year. The sticky tape on the back of them did not hold on my walls and I gave up trying to use it. However, I called today and found out that I owe 2,152.08 with my contract ending in 2019. I was not expecting this much since I was told I only owed a 1,000 in the beginning of the year. This year has been a rough year. My fiance's job has laid off over 100 people in a few months and cut back the hours that my fiance works. That means less money. We cannot afford the $50 dollar monthly fee due to me not working and taking care of our son. If I would have known this was a 60 month agreement from the first phone call I would have not purchased this security system. I do not have the funds to pay $2,152.08 to cancel this service that I do not even use anymore. I'm sure if you check your records you can see when my system was no longer in use. I used to receive calls from them saying how my security system was not up and running on their end. A 24 month contract would probably be a better solution rather than 60 months. With us receiving less money than we were accustomed too, this $50 dollar charge a month is taking its toll on my family for the worse.

Desired Settlement: I would wish to have my contract canceled in full. The money that was collected each month can be kept. I do not wish for a refund of any of the money taking out. Due to life circumstances I cannot afford the monthly fee for the next 4 years and wish to cancel all and any further billing inquires.

Business Response:

We recently received a notice from your office regarding a concern expressed by ****** ******. Thank you for bringing this matter to our attention and providing us an opportunity to respond. We extend our apologies to Ms. ****** for any inadvertent errors that may have prevented us from being more responsive to her inquires regarding her home security. 

We  understand Ms. ******' communication to the Better Business Bureau to be that she would like to receive a refund for her home security services she claims she did not use and is requesting that her contact be cancelled with out being charged the early termination fee. 

Our record indicate Ms. ****** requested Melaleuca Home Security on April 25, 2014 for a 60 month agreement. Ms. ****** signed this agreement by way of a digital signature and she also completed the quality assurance call. Ms. ****** is twelve (12) months into the original agreement for the service. 

A Melaleuca Security associate contacted Ms. ******, offering two options to resolve the issues. The first option is that Ms. ****** can return the equipment in good condition and pay a $99 restocking fee. The second option is to have Ms. ****** keep the equipment with a charge for $199 and cancellation of service. Ms. ****** indicated that she wanted to see if she could locate the equipment and would call the associate back. We are still waiting for her call. We made a second attempt to contact Ms. ****** on October 29, 2015 but was only able to leave a voice message. 

We will wait Ms. ******' answer as to what she wishes to do to resolve this issue. 

11/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told that I had signed something, I had never signed. And that they require my signature to delete the account.

Desired Settlement: My money back. And for them to pay for everything.

Business Response: October 23, 2015
Better Business Bureau
Attn* ****** ******
*** ** **** ***
****** ** *****
Re: ****** *. ******, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ****** *.
******. Thank you for bringing this to our attention and providing us an opportunity to respond.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she
had requested that her account be cancelled as well as a refund of charges on her account. In an
effort to resolve all of her concerns we have cancelled the account and processed a refund for the
Convenience Certificate for $53.39. Additionally, a refund has been processed for the shipping
charge relating to a Backup Order Ms. ****** previously returned. If Ms. ****** wishes to
receive an additional refunds we can assist her in getting the products returned, and at that time
we would be happy to issue any additional monies. (An excerpt from the Terms and Conditions
addressing satisfaction guarantee is appended below for reference).
Ms. ******’s account was cancelled on October 12, 2015 and, as such, she should not receive
any more products or charges. We note that we did not cancel Ms. ******’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
**** ***** *********** ******* * ***** ****** ***** ********** ###-###-#### Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…

10/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Well Melaleuca charged me and my customer for the same paper work. They were suppose to only charge the person I enrolled and not me, but they charged both of us. Their reasoning is that they received the paper work twice on the same day. So if the receive something twice, they process it twice even though it is only needed once. In talking to Melaleuca business development representative I find that Melaleuca is too much an organization for profit. They do not care about Preferred customers like me. They are now owing me $37. $2 for a duplicate paper work and $35 over draft fee that my bank charged me. I tried to get a reimbursement but they cannot because they are so for profit. They dont haved time to check paper work properly, so preferred customers like me suffer.

Desired Settlement: I would like to be reimburse my $35.

Business Response: October 23, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ***
Boise, ID *****
*** ****** * ****** Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ****** *
*****. Thank you for bringing this to our attention and providing us an opportunity to respond.
We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our
apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she
had requested a refund for the overdraft fee which was caused due to a duplicate charge on the
account from paperwork Ms. ***** submitted to Melaleuca twice. Although, Melaleuca was not
at fault for charging Ms. ***** for duplicate paperwork, in an effort to resolve all of Ms.
*****’s concerns we have refunded $35.00 to her method of payment on file.
If Ms. ***** has any further questions, she may contact Melaleuca’s Business Development
department.
Sincerely,
***** *******
Director of Customer Care and Business Development

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  But they are lying about me submitting paperwork twice. They admitted to my group leader that they had a bug in their system. If they did not have good products, I would cancel my account.

Regards,

****** *****

10/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The representative that signed me up took all of my information: ssn, date of birth, debit card info, and filled out my entire membership sign up process on her own. I never signed a contract or was told that I have to make a purchase every month regardless if I wanted/needed any of it. I have been duped. The shipping address on my membership is not even my address. I have never received any products ever, yet I have been charged for a product that melaleuca chose for me. Because I didn't place an order they chose for me. Wouldn't you know it's one of the most expensive items they carry. I called customer service to cancel the orders multiple times all of which I was told sorry we can't help you and they in fact never did help me. I told them that I couldn't afford to buy anything this month and please don't send me anything. So of course they have in fact charged me for yet another product that I didn't ask for and have shipped it to an address that is not my own. Yet I begged them yesterday not to send or charge me for anything. I was told as of September 2, 2015 that my membership is cancelled. I have called at least 4 times and asked for them to cancel my membership. As of today, I am STILL a member. How is this even legal? Please please please help me.

Desired Settlement: Please cancel my membership and refund all monies stolen from me!

Business Response: October 13, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ***
Boise, ID 83714
Re: ******* * ********, Case *********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ******* *
********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and extend
our apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she
requests that her Melaleuca account be cancelled as well as a full refund of the charges on her
account caused by the Backup Orders being generated. An Insured Customer Backup Order is
processed when no minimum product order is placed in a calendar month. In an effort to resolve
all of Ms. ********’s concerns, we have refunded the total amount of both the August Backup
Order and the Business Kit. Melaleuca never received payment for the September Backup Order,
and the owing balance was removed from Ms. ********’s account. The total amount refunded to
Ms. ********’s method of payment is $66.81.
Ms. ******** further states that she was enrolled without her knowledge or consent. Melaleuca’s
Policy Administration department has been notified and they will be contacting the individual
who presented Melaleuca to Ms. ********.
Ms. ********’s account was cancelled on October 13, 2015 and, as such, she should not receive
any more products or charges. We note that we did not cancel Ms. ********’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ******** enrolled with Melaleuca as a Preferred Customer on August 30, 2015 As a
Preferred Customer, Ms. ******** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order. 
**** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
Preferred Customers can select the products that will be included in any Backup Order they
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…

Business Response: October 13, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ***
Boise, ID 83714
Re: ******* * ********, Case *********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ******* *
********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and extend
our apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she
requests that her Melaleuca account be cancelled as well as a full refund of the charges on her
account caused by the Backup Orders being generated. An Insured Customer Backup Order is
processed when no minimum product order is placed in a calendar month. In an effort to resolve
all of Ms. ********’s concerns, we have refunded the total amount of both the August Backup
Order and the Business Kit. Melaleuca never received payment for the September Backup Order,
and the owing balance was removed from Ms. ********’s account. The total amount refunded to
Ms. ********’s method of payment is $66.81.
Ms. ******** further states that she was enrolled without her knowledge or consent. Melaleuca’s
Policy Administration department has been notified and they will be contacting the individual
who presented Melaleuca to Ms. ********.
Ms. ********’s account was cancelled on October 13, 2015 and, as such, she should not receive
any more products or charges. We note that we did not cancel Ms. ********’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ******** enrolled with Melaleuca as a Preferred Customer on August 30, 2015 As a
Preferred Customer, Ms. ******** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order. 
**** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
Preferred Customers can select the products that will be included in any Backup Order they
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…

10/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: About 6 weeks ago, I called up desiring to merely suspend or put on hold temporarily my membership. I was advised to send an email in order to do this. Now I am being told that I have to put it in writing and sign it. They state that our contract requires that. I have NEVER signed a contract.

Desired Settlement: After 6+ weeks now, I am fed up and rather than my membership on hold, I now want my membership cancelled.

Business Response: October 13, 2015
Better Business Bureau
Attn* ****** ******
*** ** **** ***
Boise, ID 83714
Re: ******** ******, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ******** ******. Thank
you for bringing this to our attention and providing us an opportunity to respond. We appreciate the
opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any
inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her
account.
We understand Ms. ******’ communication to the Better Business Bureau to indicate that she wishes to
cancel her Preferred Customer Membership. Our records indicate that Ms. ******’ account was cancelled
on October 13, 2015 and, as such, she should not receive any more products or charges. We note that we
did not cancel Ms. ******’ account previously because we had not received a written cancellation notice
from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Additionally, the owing balance for the most recent Backup Order has been removed from her account,
and we invite Ms. ****** to return the package to Melaleuca.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer
Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…

10/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I was presented with how to sign up for the products it was not explained to me that I would be charged a monthly fee. I even asked if I would only be charged for the items I selected and was told not to worry that I would only even be billed for the items I went on and selected. However, I was charged a monthly fee of $60.00 and received items I didn't want or order. At the time, my apartment office was switching management companies so they did not inform me I was receiving packages each month. Three months later I went through my statements and realized I was getting a charge each month. When I contacted Melaleuca to cancel the monthly fee you have to fax or email a form otherwise they charge again on the first of the month. I finally got it canceled, but they want me to pay for shipping to return the items and I will only get store credit for those items over 90 days. I don't even want any of their products at this point and am eating the $200.00 I was unwillingly charged. It really has to do with their selling tactics. How the information was presented was as if I was getting charged once for a box of items I could try. I was willing to do that for my friend Lawrence because I wanted to help him out and trusted him. Now, we are not friends. So not only has Melaleuca ruined me for life as a customer, but I also lost a friend because of this. They need to train their salesman better so that they only give the person what they want, not attempt to up-sell them without their knowledge or consent for something more than what was presented.

Desired Settlement: I really would like my money back because of the misinformation. I want to return the items and get a full refund.

Business Response: October 9, 2015
Better Business Bureau
Attn: ****** ******
125 E. 50th St.
Boise, ID 83714
Re: ******* * ******, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ******* *
******. Thank you for bringing this to our attention and providing us an opportunity to respond.
We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our
apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she
wishes to receive a full refund for products sent to her without her consent, due to the Backup
Order taking effect on her account. By signing the Customer Membership Agreement, Ms.
****** agreed to receive and pay for a Backup Order in any month during which she did not
order at least the amount of products she committed to order. In an effort to resolve all of Ms.
******’s concerns, four Authorized Return Labels have been emailed to her, which she may use
to return the unwanted products at no cost to her. In addition, when we receive the products back
we will process a full refund for each of these orders, totaling $261.16.
Ms. ******’s account was cancelled on August 31, 2015 and, as such, she should not receive any
more products or charges. We note that we did not cancel Ms. ******’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on April 20, 2015 As a Preferred
Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s
catalog each month in return for a 30% to 50% discount on all products ordered and eligibility
for discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca. 
**** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

10/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a customer of Melaleuca Security, which I signed a 3 year contract. About 6 months prior to the end of the contract, I attempted to cancel the contract, but agreed that I had signed a 3 year agreement. Today, I learned that if a written notice requesting cancellation is not received within 30 days of the end of the contract, then the contract will auto-renew for 12 months. Cancelling at that point (as informed by customer service) is either waiting 11 months (paying every month) and requesting a cancellation OR paying 60% of the monthly fee up front to cancel immediately. My concern is that I can only request a cancellation in writing within a 30 day period. However, the company does not send our written documentation about the 1 year contract auto-renewal. The imbalance in the customer-business relationship is unacceptable. Both parties should be held to the same standards; that is written documentation to cancel or renew the contract

Desired Settlement: Desired outcome is a cancellation of the auto-renew contract within 30 days. After speaking to customer service this morning, a proposed resolution was a 90 day contract termination period (3 months payment). It is acknowledged that this is a compromise, but still holds me in a contract 2-3 months longer than desired.

Business Response: October 9, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ***
Boise, ID 83714
Re: ******** ********, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ******** ********. Thank you for
bringing this matter to our attention and providing us an opportunity to respond. We extend our apologies to Mr.
******** for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding
his home security.
We understand Mr. ********’s communication to the Better Business Bureau to be that he would like to cancel his
home security service agreement with Melaleuca Security, Inc.
Our records indicate Mr.******** signed up for Melaleuca Home Security on June 12, 2012, by way of an electronic
signature. At the time of enrollment he was informed that the service would automatically renew for a one year on
June 12, 2015. Ms. ******** had nine months left on his renewal term.
In an effort to resolve this issue, Mr. ********’s home security renewal has been cancelled, and, as such, he should
not receive any more products or charges.
We wish Mr. ******** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service
Department at ###-###-####.
Sincerely,
******** ** ******
Melaleuca Security General Manager

10/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I did not order a package I had canceled my account I received a package with a balance of 64.00 owing when I went to return it I was told I had to pay the shipping to get to me and return to them I called the company they told me **** I had to pay for all shipping to and from. They needed to recover the shipping cost. This company is horrible I want to get my money back I do not think I should be charged to pay shipping for something I did not want in the first place.

Desired Settlement: Refund for all shipping costs My account was canceled but they did not get it in time supposedly. This company has no idea what customer service is and do not care.

Business Response: September 24, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ***
****** ** *****
Re: ****** *****, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ****** *****.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies
to her for any inadvertent errors that may have prevented us from being more responsive to her
inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she
wishes to have a refund of shipping charges relating to an order she returned, which Melaleuca
never received payment for. Melaleuca cleared the owing balance except for the original
shipping cost, which was charged to Ms. *****’s method of payment. (An excerpt from the
Terms and Conditions addressing satisfaction guarantee is appended below for reference). In an
effort to resolve all of Ms. *****’s concerns, we have refunded $7.44 to her method of payment
for the cost of original shipping.
Ms. *****’s account was cancelled on September 9, 2015 and, as such, she should not receive
any more products or charges. We note that we did not cancel Ms. *****’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ***** enrolled with Melaleuca as a Preferred Customer on August 23, 2015 As a Preferred
Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog
each month in return for a 30% to 50% discount on all products ordered and eligibility for
discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca. 
**** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

Consumer Response: Better Business Bureau:

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I had to pay 18.50 to return the package then I received a phone call that I owed 7.44 which I paid on the internet. I have not been refunded anything from this company. 

The total I paid to this company for something I did not order was 25.94. It has been deducted out of my bank account.

Regards,

****** *****




Business Response: October 9, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ***
Boise, ID 83714
Re: ****** *****, Case# ********
Dear Ms. ******:
We recently received a second notice from your office regarding a concern expressed by ****** *****.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she wishes to
have a refund of the expense of having to return an order. In accordance with the Terms and Conditions of
the Customer Membership Agreement Form, Customers agree that in order to return products they are
required to pay the cost to ship the items to the company. (An excerpt from the Terms and Conditions
addressing satisfaction guarantee is appended below for reference). However, in an effort to resolve all of
Ms. *****’s concerns, we have refunded $18.50 to her method of payment for shipping charges she
incurred.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer
Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

10/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A representative of this company, involved me in the company, and signed me up. unbeknownst to me that they did a digital signature to set up a account, I did give them my card number as they needed it to set up, said to me the account online, so that I could view and order products from them. A month or so later I'm informed that 64.03 dollars was taken out of my account for a back up order. I didn't order any back up order or order anything the only thing I did was got online and set up the password to view the products, I didn't order anything. I contacted the company and told them I didn't order this, they said I could get a refund after I sent the order back, I told them I should not have to pay to send it back and expected full refund, it was a battle but they agreed to pay the shipping back and said I would get full refund, I also told them I would cancel the account when I sent it back and got refund. I sent a signed letter as directed for the cancellation with the product back. I got a refund minus 9 dollars and some change. It has been a week since the refund showed on my account, and today I received another notice that they sent another backup order and took the money again out of my account. I contacted them via phone and this time they tell me that it was minus the 9.00 for shipping on the refund, that I have to pay that and they didn't get the cancellation from me, when it was sent as directed. They said it went to another department and not the right one, so there is nothing they can do, so now I have to resend a different cancellation form, and send the product back again, and they now say again I have to pay the shipping. So now I'm going to be out $20.00, plus the charges that is going to incur on my checking account for the missing money I didn't know was deducted to them. And they do not intend on refunding me anything except the charges minuse the 9.00 again. This is a unethical way of doing business and a huge scam.

Desired Settlement: I Just would like to get the full refund that is owed, of the 64.02 for the 2nd shipment that I didn't authorize and the shipping from the 1st order that I didn't authorize, and they do something with their representatives that lie to people about what they need the information for and advise by email, phone or something about their so called back up orders

Business Response: September 24, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** *** ****** ** *****
Re: ****** * *****, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ****** *
*****. Thank you for bringing this to our attention and providing us an opportunity to respond.
We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our
apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she
was enrolled with Melaleuca without her consent and due to being enrolled was charged for two
Backup Orders. She is upset because she has returned both of the Backup Orders, but she was
not refunded for the original shipping of the orders. Typically, when orders are returned to
Melaleuca, original shipping is not refunded. (An excerpt from the Terms and Conditions
addressing satisfaction guarantee is appended below for reference). However, in an effort to
resolve all of Ms. *****’s concerns, we have refund shipping on both orders that she returned
as well as the remaining credit on her account for a total of $71.95. This refund was processed to
the method of payment that was charged.
Ms. *****’s account was cancelled on September 8, 2015 and, as such, she should not receive
any more products or charges.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on July 22, 2015 As a Preferred
Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s
catalog each month in return for a 30% to 50% discount on all products ordered and eligibility
for discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca. Because Ms. ***** asserts that she was enrolled as a Preferred
Customer without her permission, this issue has been turned over to our Policy Administration
department for further research and possible communication with the individual who enrolled
her.
**** ***** *********** ******* * Idaho Falls, Idaho *****-**** ###-###-#### Melaleuca.com
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

9/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company keeps trying to charge my card every month and then when I question it they tell me that they couldn't send me out the products but have issued me a certificate on my account, which I never see. They told me that there was a problem with my address which is why I couldn't get the products yet I have previously ordered and there was no issue with my products. Then the second month came around and I was told that they sent me products, yet I never received them. They are just fraudulently trying to take money from me for nothing and it isn't going to work.

Desired Settlement: I want my bill to reflect $0.00 balance due. I never received any of the products they are billing me for.

Business Response: September 17, 2017
Better Business Bureau
Attn: ****** ******
**** ** ****** *** ****** ** *****
Re: ******** ******, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ******** ******. Thank
you for bringing this to our attention and providing us an opportunity to respond. We appreciate the
opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent
errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she is getting
charged for a convenience certificate without her consent, and it has caused an outstanding balance on her
account of $53.39. Ms. ******’s Backup Order was changed to a convenience certificate because of a bad
shipping address on file. In an effort to not lose her products, the Backup Order was switched to a
convenience certificate. In order to resolve all of her concerns we have cleared the outstanding balance on
her account. Because of this change the account has been reactivated. In order for us to cancel Ms. ******’s
account, we need to receive her cancellation in writing.
Ms. ****** enrolled with Melaleuca as a Preferred Customer on January 4, 2015. As a Preferred Customer,
Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return
for a 30% to 50% discount on all products ordered and eligibility for discounted services such as long
distance telephone service and health savings programs. By accepting the Terms and Conditions of
Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup
Order in any month during which they do not order at least the amount of products that they committed to
order.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer
Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development

9/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Melaleuca does not do ANY advertising except through word of mouth. Since this is the case my friends Aunt ******** started is on this online "extra income" I say this because both my friend and I made little to nothing in the few months we did this. From what I was aware I would be signed up for a back up order that will have to be confirmed by my email each month before it is sent. Before a package even arrives to my house I receiving multiple phone calls from the customer service department in Idaho. As soon as I received the package and knew it was from their company I sent it back. I paid $11.07 for shipping it back when I didn't even order this. (Keep in mind my friends aunt had all of our passwords and credit card information and was setting our accounts up for us. Which I only allowed because he was a friend.) As it was in the mail returning to them they continuously called me further leaving voicemails I still have that don't sound very customer friendly. I called and informed them the package would be there Wednesday but I sent it to the headquarters in Idaho instead of the customer service department also in Idaho. In my opinion the LEAST they could've done since they to have a 100% satisfaction guarantee and not charge me for their mistakes shipping it to me since I also has to pay for sending the garbage back! But no I'll now pay over 20.00$ for not getting anything from your company what's so ever!

Desired Settlement: I just want my 20$ that I spent for you to get your package back when I didn't asks r it or confirm it by email in any way.

Business Response: September 8, 2015
Better Business Bureau
Attn: ****** ******
**** ** ****** *** ****** ** *****
Re: ****** * ********, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ****** *
********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Mr. ******** gave us to do business with him, and
extend our apologies to him for any inadvertent errors that may have prevented us from being
more responsive to his inquiries regarding his account.
We understand Mr. ********’s communication to the Better Business Bureau to indicate that
he was misinformed about the Backup Order process, and was under the impression that he
would be notified before the Backup Order was sent, which does not occur. He is annoyed
because he had to pay $20 to return the package. As well Melaleuca never received payment for
the order, which caused an owing balance on his account of $7.44. In an effort to resolve all of
Mr. ********’s concerns, we have cleared the owing balance of $7.44, and we have refunded
the $20 that he was charged for return shipping to the method of payment on file.
Based on Mr. ********’s communication to the Better Business Bureau, his account was
cancelled on September 4, 2015 and, as such, he should not receive any more products or
charges. We note that we did not cancel Mr. ********’s account previously because we had
not received a written cancellation notice from him in accordance with the Terms and Conditions
of our Customer Membership Agreement. (An excerpt from the Terms and Conditions
addressing cancellation is appended below for reference).
Mr. ******** enrolled with Melaleuca as a Preferred Customer on June 11, 2015 As a
Preferred Customer, Mr. ******** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order.
Preferred Customers can select the products that will be included in any Backup Order they
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca. 
**** ***** *********** ******* * ***** ****** ***** ********** ###-###-#### Melaleuca.com
We wish Mr. ******** all the best. If he has any further questions, he may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

Consumer Response: Better Business Bureau:

I a woman Ms. ****** ******** have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of me being fully refunded for this disaster is satisfactory to me.    I would however suggest that this business make sure they do not put other people in that position where they have done nothing wrong but are receiving 6 phone calls a day. Also, since I was a so called preferred member, and had to create an account you should know I am woman, and all that that shows me is that this was an automated response from you written with no care of me or the issue at hand.  

But THANK YOU SO MUCH FOR RESOLVING THE ISSUE. 

Kind Regards,

Ms. ****** *  ********

9/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: So I was a member for 2 years. Product was kinda spendy but I was doing it to help a friend. I thought getting a person to talk with you was hard but nothing prepared me for trying to cancel my account. I had to sent my cancellation fax 5 times before they finally accepted it, still sending me my monthly shipments and dinging my checking account. I finally get them to accept my cancellation. According to them I will get a refund minus the return shipping and restock fee. I am so disgusted I just want it all to go away. But then yesterday I get a letter from them. Finally I think my refund is here. But no it is a letter congratulating me that I have a credit on my account. Then the line that almost made me throw-up. They are going to charge me 10.00 every time they try to get in touch with me. No offer of a refund. What lousy customer service. I am allowed to pay them to contact me. Since when did it cost 10.00 to send a letter to someone?

Desired Settlement: Full refund of last order

Business Response: September 8, 2015 Better Business Bureau Attn: ****** ****** **** ** ****** *** ****** ID 83706 Re: ******** *********, Case #******** Dear Ms. ******: We recently received a notice from your office regarding a concern expressed by ******** *********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ********* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account. We understand Ms. *********’s communication to the Better Business Bureau to indicate that she had attempted to send the cancellation letter to Melaleuca five times, and because Melaleuca did not receive them she was charged for a Backup Order in the month of May 2015. She expressed frustration because she returned the order, but was charged for shipping and handling plus taxes which was $10.73, as well as a credit on account notification letter of $10. In an effort to resolve all of Ms. *********’s concerns we have refunded these above mentioned charges to the method of payment that was charged, making her refund for the Backup Order a total of $79.76 that includes the products that. The refund is a full refund for the Backup Order, but Ms. ********* is disputing for a refund of $125. We are unaware of how she is coming up with this refund amount, but if she has any further questions or explanations she can call our customer service line at 1-800-282-300. Ms. *********’s account was cancelled on June 22, 2015 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *********’s account previously because we had not received a signed, written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference). Ms. ********* enrolled with Melaleuca as a Preferred Customer on November 2011 As a Preferred Customer, Ms. ********* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. **** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. We wish Ms. ********* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at ###-###-####. Sincerely, Wayne Billman Director of Customer Care and Business Development The Terms and Conditions of the Customer Membership Agreement include the following paragraphs: Cancellation Rights I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month… Satisfaction Guarantee If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit on my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have a credit on account, unless otherwise restricted or prohibited by law.

9/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a custo*er of *elaleuca security services since approxi*ately Feb 2014. At that ti*e, I also opted for the Lifelock Trial that was offered with security service. If I did not cancel within 30 days, I would be charged $9.00/*onth for the service. I failed to cancel by the deadline so I was charged for one *onth, April 2014, at which ti*e I cancelled and should not have been charged any further. Around July 2014, I decided to cancel *y regular *elaleuca *e*bership and atte*pted the cancel the acco*panying security plan. I was si*ply no longer interested in being a custo*er, I felt I was paying too *uch for security services and, after *onthly phone calls, I was still being charged $9/*onth ( presu*ably for the Lifelock service that I had cancelled) that could not be accounted for. At this ti*e I was rei*bursed for all the erroneous charges to date but was infor*ed that I was unable to cancel *y security plan without paying the ter*ination fee that I was contractually bound to. I reluctantly kept *y security service only to later discover that because I was no longer a *elaleuca *e*ber, I was subjected to a higher *onthly cost for service. Further*ore, I continued to be charged $9/*onth for unknown reasons. Upon calling the co*pany that would offer a rei*burse*ent and assure *e that they had fixed ( or will be fixing) the issue so I would not experience any *ore erroneous charges. Approxi*ately Septe*ber 2014, the $9 *ystery increased to $10. I contacted the co*pany and after countless phone calls, *essages and persistence on *y part, I was finally able to speak to so*eone in a Senior Sales Representative. I explained that I have been charged despite *ultiple calls for cancellation and requesting rei*burse*ent. I was, once again, assured that the charges were no longer occur because "they fixed the glitch in the syste*" and *y security plan was reduced $5/*onth for *y troubles. I also was given the option to cancel, however I would still be subject to the ter*ination fee (60% of the re*aining balance of *y contract). I was satisfied with that resolution, and opted to re*ain a security custo*er, with the expectation that *elaleuca would finally fix their "glitch". In July 2015, I a* still being charged $10/*onth and have been charged every single *onth since I cancelled April 2015. Since then, I have been given no explanation for the charges, other than it's a "known glitch in the syste*." Upon *y request, I have been rei*bursed for those charges, via check, up to October 2014.

Desired Settlement: I would like rei*burse*ent of the erroneous charges that occurred fro* October 2014 to the present date. I also do not want any further billing to occur for those charges. Further*ore, because *elaleuca has participated in unethical business practices and has failed to correct the* (on *ultiple occasions, even while acknowledging this issue), I no longer wish to be a security custo*er. I want to be released fro* *y contract without any penalty and I want no further contact (bank withdrawals or otherwise) fro* the co*pany.

Business Response: August 11, 2015 Better Business Bureau Attn: ****** ****** *** ** **** ****** ****** ** ***** Re: ***** *. ***, Case #******** Dear *s. ******: We recently received a notice fro* your office regarding a concern expressed by ***** *. ***. Thank you for bringing this *atter to our attention and providing us an opportunity to respond. We extend our apologies to *s. *** for any inadvertent errors that *ay have prevented us fro* being *ore responsive to her inquiries regarding her account. We understand *s. ***’s co**unication to the Better Business Bureau to be that she would like to receive a refund for what she clai*s are erroneous charges relating to Lifelock services provided to her since her date of enroll*ent as a *elaleuca Preferred Custo*er. *s. *** also requests that *elaleuca cancel her Lifelock service. Our records indicate *s. *** enrolled as a *elaleuca Preferred Custo*er in January 2014. In February 2014 *s. *** requested *elaleuca Ho*e Security and Lifelock services. *s. *** cancelled her Preferred Custo*er *e*bership in August 2014. However, because *elaleuca Ho*e Security and Lifelock services are co*pletely separate, these services re*ained active. The *onthly fee for Lifelock as a Preferred Custo*er is $9. The fee increases to $10 a *onth if a Custo*er cancels their *elaleuca Preferred Custo*er *e*bership. *elaleuca Security first received notice fro* *s. *** in *arch 2014 that she wished to cancel Lifelock service. At that ti*e she was infor*ed that due to an internal glitch in our syste*, we si*ply could not cancel LifeLock service. However, in an effort to resolve the issue, *s. *** received 9 refund checks in the a*ount of $9 each. Beginning Septe*ber 2014, rather than sending *s. *** a *onthly refund check, a $15 credit was applied to her *onthly *elaleuca Ho*e Security bill ($10 for LifeLock and an additional $5 for the confusion). We will continue applying the *onthly $15 credit to her ho*e security account until the current agree*ent expires. We wish *s. *** all the best. If she has any further questions, she *ay contact *elaleuca’s Custo*er Service depart*ent at ###-###-####. Sincerely, ******** ** ****** General *anager of Ho*e Security

Consumer Response: Better Business Bureau:

I have reviewed the response *ade by the business in reference to co*plaint ID ********, and have deter*ined that this does not resolve *y co*plaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this *atter to a close, we would like to know your view on the *atter.]

On the *orning of Tuesday July 28th, I was contacted by a *elaleuca representative by the na*e of *******. He failed to give his title until the end of our conversation, at which point he said he was a custo*er service *anager. 
The conversation resolved absolutely nothing and was, in *y opinion, a waste of ti*e. He called to "answer any questions I *ay have had about *y security syste*". I infor*ed hi* that I did have any "questions" but that I wanted the erroneous charges to stop. I never asked for a refund, as was i*plied in *elaleuca's response.  He confir*ed that they were in fact fro* *y trial LifeLock subscription, which was originally cancelled over a year ago, as stated in the original co*plaint. He also stated that I a* continuing to receive LifeLock for free (which I again, infor*ed hi*  that not only do I not use those services, I do not want those services) and that because *y security plan was reduced by that a*ount to offset the cost so I'* "not being i*pacted by the glitch". He quoted the non-*e*ber prices for security syste* and stated that as a non-*e*ber, I a* receiving over $15 off, which was justification in *elaleuca's eyes.  I responded that being "rei*bursed" for charges of a service that I do not want in the first place does not constitute a resolution. I also stated that *y reduced rate, at least to *y knowledge, was NEVER to offset those charges. I was assured *ultiple ti*es in the past and again when the reduction took place that I would no longer be experiencing those charges. Therefore, there would be nothing to "offset". That was gesture extended by the co*pany with, what I thought were, no strings attached. Apparently, I was wrong.  During the call, ******* apologized for the "*isco**unication"  and updated *e that they still have not fixed the issue but that they are "working with their IT partners." Essentially, it see*s that *elaleuca has said one thing last year and is saying so*ething different this year, now that a third party is involved. 
Long story short, this issue re*ains unresolved. ******* was unwillingly to do any*ore than what was already done to "resolve" the issue. It was al*ost to the point that I was *ade to feel that I was being unreasonable by not accepting their solution. Once that beca*e apparent, I ended the phone conversation. 
For what it's worth, I went back ho*e to verify again what I had be actually charged and noticed that I was charged *ultiple ti*es in one *onth for security service. I was not rei*bursed and was continued to be charged as nor*al the following *onths. I don't believe I ever called the co*pany to ask about being double charged and I don't plan to;  At this point, that just serves as another exa*ple of the faulty billing practices of the co*pany.

Regards,

***** ***




Business Response: August 31, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ******
Boise, ID 83714
Re: ***** *. ***, Case #********
Dear *s. ******:
We recently received a second notice fro* your office regarding a concern expressed by ***** *.
***.
*s. ***’s ongoing co*plaint is regarding *elaleuca’s Ho*e Security and Lifelock services. We
understand *s. ***’s co**unication to the Better Business Bureau to be that she would like all
services through *elaleuca Ho*e Security and LifeLock services cancelled and any re*aining
balance for her ho*e security contract be re*oved.
In an effort to resolve *s. ***’s concerns, her Ho*e Security and Lifelock services have been
cancelled and all *ethods of pay*ent have been re*oved fro* our syste*. *s. *** had 43 *onths
re*aining on her ho*e security agree*ent, so the cancel fee would be $1,314.51. However, her
account was cancelled without any require*ent for further pay*ents.
We wish *s. *** all the best. If she has any further questions, she *ay contact *elaleuca’s Custo*er
Service depart*ent at ###-###-####.
Sincerely,
******** ** ******
General *anager of Ho*e Security 

9/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: they keep charging me monthly and do not send out the packages. They will not cancel and supposedly lose the cancel forms when submitted. They will not return money that they have taken from my account

Desired Settlement: I would like them to stop taking money, cancel my subscription and return all the money that they have taken from my account without sending product. I do not want their products just my money back

Business Response: August 28, 2015 Better Business Bureau Attn: ****** ****** **** ** ****** *** ****** ** ***** Re: **** * *******, Case #******** Dear Ms. ******: We recently received a notice from your office regarding a concern expressed by **** * *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account. We understand Ms. *******’s communication to the Better Business Bureau to indicate that she is being charged monthly, but is not receiving any products. As well Ms. ******* states to have sent the cancel forms in to the company multiple times. The reason she is not receiving products for the monthly charges is because the monthly backup Order was switched to Convenience Certificates due to frequent returns from Ms. *******. These Convenience Certificates can be redeemed for product with the company and are non- refundable. However, in an effort to resolve Ms. *******’s concerns we have refunded her for all Convenience Certificate charges. As well, we have refunded the annual renewal fee that was charged and two other Backup Orders that she had returned along with the return shipping on those orders. The refund of these orders and shipping totals $282.07, which is in the process of being refunded to the method of payment that was charged. Ms. *******’s account was cancelled on August 27, 2015 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference). Ms. ******* enrolled with Melaleuca as a Preferred Customer on July 11, 2014. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. **** ***** *********** ******* * ***** ****** ***** ********** ###-###-#### Melaleuca.com If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at ###-###-####. Sincerely, ***** ******* Director of Customer Care and Business Development The Terms and Conditions of the Customer Membership Agreement include the following paragraphs: Cancellation Rights I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month… Satisfaction Guarantee If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases

8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was enrolled in Melaleuca without receiving a copy of the agreement that I signed. I was asked to supply a credit card for the records. I was reluctant but was assured that Melaleuca had never been hacked. I was not told that I would have to place an order monthly and that was the reason the company wanted my card on file. When I learned I that I had to place an order every month I cancelled my card to prevent unknown charges from being made. The company charged my account for a certificate that I have not received and is supposed to be used to purchase products. I don't want to pay for the amount that I have been charged for and I don't have or want a certificate.

Desired Settlement: I would like the charge removed since I did not order or want a certificate.

Business Response: August 20, 2015 Better Business Bureau Attn: ****** ****** **** ** ****** *** ****** ** ***** *** ********* ******* Case #******** Dear Ms. ******: We recently received a notice from your office regarding a concern expressed by ********* ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account. We understand Ms. ******’ communication to the Better Business Bureau to indicate that after signing up with the company she did not receive a copy of the agreement that she signed. Ms. ****** was not aware of the Backup Order process, which is explained on the Terms and Conditions of the Customer Membership Agreement. The agreement Ms. ****** signed will be sent to her separately. Ms. ****** expressed frustration because of the Convenience Certificate charge that caused an owing balance of $53.39 on her account. In an effort to resolve all of Ms. ******’ concerns we have cleared the owing balance from her account. Ms. ******’ account was cancelled on June 2, 2015 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’ account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference). Ms. ****** enrolled with Melaleuca as a Preferred Customer on May 22, 2015 As a Preferred Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. **** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at ###-###-####. Sincerely, Wayne Billman Director of Customer Care and Business Development The Terms and Conditions of the Customer Membership Agreement include the following paragraphs: Cancellation Rights I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month… 

8/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The night that I received the sales call from Melaleuca requesting that I sign up with their Home Security system I was already half asleep and ready for bed. It was that late. The young man who called me made it sound easy, fast, and inexpensive to "protect our home." There was nothing fast about it. That phone call lasted over 2 hours and I was falling asleep during the conversation. I don't even think that I heard over half of what he said. I understood that I would need to call to cancel. I however never heard how long the contract would last. He also failed to mention the cost of cancelling after the time period of free cancellation. My family and I were in the middle of moving our family and farm to another house and I was just before going back to college to commence my fall semester. During all this, I had forgotten about the home security by Melaleuca. I did not recall any of it until they took money out of my account. I entered into a panic and called the company to cancel thinking that I could still do that. They told me that I could not cancel without paying 40% of the contract. The amount is ridiculous and we cannot afford it. We have two kids who are on Medicaid, we have no health insurance because we cannot afford it, and I am in college full time, which keeps me from working. The only one working is my husband who is not yet a citizen. His income just does get us by. I have tried to work with the company to resolve this but they do not care. I no longer want anything to do with this company or their lousy products, "home security" included. I can be secure enough with proper fencing, mean guard dogs, and a gun. But unfortunately we can't even afford a gun. How are we expected to afford this ridiculous security payment? I want everything investigating: from that stupid first conversation when I signed up to present day. You will find that I was not completely "sound of mind" and lacked in understanding when I signed up.

Desired Settlement: I want full cancellation of contract with no further charges and you may keep what money you have taken out of my account. And I no longer wish to hear anything from Melaleuca ever again.

Business Response: ****** *** **** ****** ******** ****** ***** ****** ****** *** ** **** ****** ****** ** ***** *** ******* ***** **** ********* **** *** ******* We recently received a notice from your office regarding a concern expressed by ******* ****. Thank you for bringing this matter to our attention and providing us an opportunity to respond. We extend our apologies to Ms. **** for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account. We understand Ms. ****’s communication to the Better Business Bureau to be that she requests to be cancelled from her Melaleuca Security contract with no penalty and confirmation that her Melaleuca Preferred Customer Membership is cancelled. Our records indicate Ms. **** enrolled as a Melaleuca Preferred Customer in October 2011. On August 28, 2014 Ms. **** enrolled in Melaleuca’s Home Security service, by way of an online signature. At that time she agreed to a 60 month program, charging her $39.95 each month for home security service. In an effort to resolve the issue, at Ms. ****’s request her home security service has been cancelled by special exception. Please note that Ms. **** had 49 months of her contract remaining, with a balance of $1,497.93 that has been waived. One of our qualified customer associates has attempted numerous times to contact Ms. **** to explain what we have done to close this matter, but have not been successful in reaching her. Ms. ****’s Preferred Customer Membership was cancelled on August 19, 2015 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. We wish Ms. **** all the best. If she has any further questions, she may contact Melaleuca Customer Service department at ###-###-####. Sincerely, ******** ** ****** General Manager of Home Security

8/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company is unbelievable. They first contacted me and wanted me to sell their products. At first I was going to,but as I listened further to the Melaleuca presentation I could tell that this would end disastrously. I told them I did not want to be a part of them in any way.Well first they sent me some box of products that I did not want prefer ordered. Ofcourse I sent them back. They confirmed receiving the package.They keep calling me and its gotten so bad that I am thinking of getting a new number.They now sent me an invoice charging me with 52.99. I called to find out why they thought I would owe them anything and they said it was because they were going to make me take some coupons I never asked for. I told them I have never ordered anything from them and never will and to stop harassing me. They then told me if I did not give them the money they would just keep it on their books and send it to a collection agency.About two days later they sent a coupon to me.I want to send it back but when I called them to send it back they told me I could not send it back and again they told me that I owe them 552.99.

Desired Settlement: I want them to them to stop harassing me and to adjust my bill to zero.I owe these people nothing.I also need them to put this bill adjustment in writing and send it to me. Thank-you.

Business Response: August 11, 2015 Better Business Bureau Attn: ****** ****** *** * **** ****** ****** ** ***** Re: ***** * *******, Case# ******** Dear Ms. ******: We recently received a notice from your office regarding a concern expressed by ***** * *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account. We understand Ms. *******’s communication to the Better Business Bureau to indicate that she is frustrated that a convenience certificate was sent to her, causing an outstanding balance on her account. The convenience certificate was sent as a Backup Order because Ms. ******* was enrolled as a preferred customer (by way of a third party phone enrollment), which is explained below. In an effort to resolve all of Ms. *******’s concerns we have removed the owing balance of $52.99 from her account. Ms. *******’s account was cancelled on *uly 2, 2015 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.) Ms. ****** enrolled with Melaleuca as a Preferred Customer on *une 17, 2015. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. **** ***** *********** ******* * Idaho Falls, Idaho *****-**** ###-###-#### Melaleuca.com We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at ###-###-####. Sincerely, ***** ******* Director of Customer Care and Business Development The Terms and Conditions of the Customer Membership Agreement include the following paragraph: Cancellation Rights I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…

8/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was introduce to Melaleuca by a Lady who goes to my same Church and I place a one time order it was never explain to me if I do so I will become a Member nor did I request or have the desire to become a Member as I am not interested. However now Melaleuca is saying that I have a Balance without me ordering or receiving anything

Desired Settlement: I want the account to be closed as requested in good status. override the current Balance which I did not order or receive any Merchandise for.

Business Response: July 22, 2015 Better Business Bureau Attn: ****** ****** *** ******** ***** ***** ****** ** ***** Re: ****** ******, Case #******** Dear Ms. ******: We recently received a notice from your office regarding a concern expressed by ****** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ****** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account. We understand Mr. ******** communication to the Better Business Bureau to indicate that he only wanted to place one order, did not want to become a customer and claims to have not been told about Melaleuca’s Preferred Customer Backup Order . Mr. ****** was charged for a Convenience Certificate in the amount of $53.39 but because the order was never paid for, an owing balance was posted to his account. In an effort to resolve Mr. Victor’s concerns, we have removed the owing balance on his account. As well, Mr. ******** account was cancelled on June 2, 2015 and, as such, he should not receive any more products or charges. We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at ###-###-####. Sincerely, ***** ******* Director of Customer Care and Business Development

8/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife used this company when she was alive. she passed away May 11, 2015 and i called the company and told them to stop drawing money out of the account because i wanted it closed. I was told this was taken care of last month. On July 2nd the started this backup charge order again for $75 dollars that comes out automatically if you dont place an order. the lied to me and they are still charging my account almost 2 months later. I want something done about this so i dont have to close my account with PNC bank.

Desired Settlement: Take my deceased wife off of the ordering list like you told me you did and let me and my children try to rebuild our lives without interference from a company that stop charging our account like we are ordering their products. I hope you can help me with this so I dont have to file a lawsuit against this company!

Business Response: July 22, 2015 Better Business Bureau Attn: ****** ****** *** ** **** ** ****** ** ***** Re: ***** ******, Case #******** Dear Ms. ******: We recently received a notice from your office regarding a concern expressed by ***** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account. We understand Mr. ******’s communication to the Better Business Bureau to indicate that his wife, ****** *****-******, had an account with Melaleuca, and sadly passed away in the month of May. Mr. ****** called in to cancel the account, and unfortunately the account was not cancelled until July 8, 2015. During the months of May and June the account was charged for two Backup Orders totaling the amount of $150.56. In an effort to resolve all of Mr. ******’s concerns we have refunded for both Backup Orders that were charged. We are deeply sorry for Mr. ******’s loss, and we apologize for not responding sooner regarding his wife’s account. We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at ###-###-####. Sincerely, ***** ******* Director of Customer Care and Business Development

7/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A friend of mine approached me with Melaleuca products, I wasn't particularly interested but because of his efforts and our friendship I decided to place an initial order, that led to my enrollment as a member. My understanding was that I'll benefit from great products at competitive prices. I made an order for about $46 but was charged $86. The products that I received where of particular low quality when compared to what I am used to (roll ons, protein shakes, deodorant) consequently I did not use any of them. I was alarmed when 30days later my card was charged with another $86 without placing and order. I received an email that my account was set up requires me to place an order every month or else I'll receive a variety of products. That appauled me and I immediately asked them to terminate my membership. I paid $15 to ship back the second order and they never refunded my complete amount, I was charged an about $10 for reasons I don't know. I personally feel a business that sets up recurrent payments for their members without their knowledge is dishonesty at its peak, plus they don't pay for returns and still charge you an amount during the refund.

Desired Settlement: As a basic business principle, I would like them to refund the balance of what I was charged for the second order I never placed plus the amount I paid for sending back the products. Its just a combined total of $25 or so, but I felt used and scammed.

Business Response:

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

We understand Mr. ***'s communication tot he BBB to indicate that he did not receive full information about Backup Order process that takes place as a preferred customer. Therefore, we was charged for a Backup Order on February 28, 2015 for the amount of $64.66. When Mr. *** returned the February order, Melaleuca refunded him %56.70, which includes a refund for the product plus tax. In an effort to resolve all of Mr. ***'s concerns we have refunded an additional $7.96 for the shipping charges, thus giving Mr. *** a full refund for the February Backup Order. 

Mr. ***'s account was cancelled on March 16, 2015 and, as such, he should not receive any more product or charges. We not that we did not cancel Mr. ***'s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference). 

Mr. And Mrs. *** enrolled with Melaleuca as a Preferred Customer on January 5, 2015 As Preferred Customers, they committed to order a certain amount of products from Melaleuca's catalog each month in return for a 30% to 50% discount on all products offered and eligibility for discounted services such as long distance telephone service and health saving programs. By accepting the Terms and Conditions of Melaleuca's Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can selct the product that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. (Attached, for reference, is a copy of the ***'s executed Customer Membership Agreement.)

We wish Mr. *** all the best. If he has any further questions, he may contact Melaleuca's Customer Service Department at ###-###-####

The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:

Cancellation Rights: 

I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effect the month received. Suspension Forms received after the 25th of the month will be effective the following month...... 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution though not satisfactory to me is acceptable. Satisfactory response would've required them to explain why they short paid me in the first place and refund my shipping fee I paid to returned their products. Every sustainable business should provide a return ticket especially in situations where clients do not select their products.  My mother inlaw too is suffering the same predicament and I'llbe filling a complaint too for her... she's been billed continously and cannot find time in her busy schedule to stop or complain 

Regards,

******** ***

7/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Melaleuca is fraudulently debiting ffunds from my bank account. I cancelled this subscription years ago. When going though my bank account I noticed at least two debits to my account on 6-16-15 for $41.99 and on 6-17-15 for $41.99. What is this? I have not received or ordered products in years and cancelled my relationship with Melaleuca. The ID listed on my bank account is **********/ I am requesting a complete review of any fraudulent charges/debits to my bank account and demand a 100% refund of all monies.

Desired Settlement: That any all monies fraudulently charged/debited to my bank account over time be totally refunded and that all future charges be discontinued. I cancelled this account years ago and have not ordered anything from Melaleuca since that time. Cease and desist.

Business Response: **** ***** *********** Highway * Idaho Falls, ***** ********** ###-###-#### Melaleuca.com
July 13, 2015
Better Business Bureau
Attn: ****** ******
*** ** **** ***
Boise, ID *****
Re: ****** **** *******, Case #********
Dear Ms. ******:
We recently received a notice from your office regarding a concern expressed by ****** **** ******** Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *******’ communication to the Better Business Bureau to indicate that she had cancelled her account years ago, but she was charged $41.99 on June 15, 2015 and another charge on June 15, 2014. Ms. Andrews’ did cancel her Preferred Membership back in 2013, but failed to cancel the Savers Guide Service, which does not automatically cancel upon termination of her preferred status. Because the service was not cancelled she was charged $41.99 for 2014 and 2015. However, in an effort to resolves all of Ms. *******’ concerns we have refunded both of these charges in a check and mailed to her address on file.
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently joined Melaleuca to try the products. I signed up and placed an order. The order took longer than I would have liked to arrive and they charged for shipping. I decided after trying the products that the cleaning products were good, but the shakes I ordered we horrible. I contacted Meleleuca last week via the internet to tell them I was unhappy and would not be interested in maintaining a roughly $90/month commitment to purchase product. I received no response. They claim to have 100% satisfaction of all products and 'money back' etc. This is COMPLETELY FALSE. I called today to follow up with my cancellation. After being routed around I finally talked to the right person. She said, 'I can't cancel your membership because you need to send an email, or a fax to prove its really you to cancel. Although can I verify your information?' I then replied, 'Why can't you cancel my membership? I just verified everything about where I live, etc. I want to CANCEL now!' She again replied, 'I'm sorry ma'am and again told me that I could send an email to them to cancel.' UNBELIEVABLE. I responded that what point is there in having customer service if you are helping customers? No one had any time to email me or talk to me about my message last week, and no one could help me today. I

Desired Settlement: I would like a refund for the chocolate shake mix I purchased. It's terrible. It cost $26 and I had to pay for shipping. I also want my account cancelled effective immediately!

Business Response: We recently received a notice from your office regarding a concern expressed by **** ** ********.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Ms. ******** gave us to do business with her, and extend our
apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she
was not satisfied with the Ultra Performance Protein Shake and requests a refund for the product.
In an effort to resolve Ms. ********’s concerns we have refunded her in full for the product and
tax. (An excerpt from the Terms and Conditions addressing our Satisfaction Guarantee is
appended below for reference)
At Ms. ********’s request, her account was cancelled on June 17, 2015 and, as such, she should
not receive any more products or charges. We note that we did not cancel Ms. ********’s account
previously because we had not received a written cancellation notice from her in accordance with
the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms
and Conditions addressing cancellation is appended below for reference).
Ms. ******** enrolled with Melaleuca as a Preferred Customer on May 2, 2015 As a Preferred
Customer, Ms. Glover committed to order a certain amount of products from Melaleuca’s
catalog each month in return for a 30% to 40% discount on all products ordered and eligibility
for discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca.
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
**** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

7/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying for over 2 weeks to reach someone to cancel my membership for Melaleuca. The independent rep that referred me to Melaleuca did not make it clear that no matter what, they would be sending products and charging my account. No one explained that it would be a very long process to cancel membership or return products. The cancellation form on their website is not accessible from internet explorer, firefox, or chrome.

Desired Settlement: I would like all my money credited back to my account and a refund of shipping charges. Melaleuca requires that I must pay for shipping of the items to me as well as return shipping to them.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ******.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Mr. ****** gave us to do business with him, and extend our apologies
to him for any inadvertent errors that may have prevented us from being more responsive to his
inquiries regarding his account.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that for
two weeks he attempted to cancel his Melaleuca account without success and subsequently was
charged for a Backup Order. Melaleuca never received payment for the order and an owing
balance of $64.51 was posted to Mr. ******’s account. We understand that Mr. ****** would
like his account cancelled and refunded the full amount for the Backup Order. In order to clear
the owing balance we would need to receive the product back from Mr. ******. (An excerpt
from the Terms and Conditions addressing satisfaction guarantee is appended below for
reference) As of the date of this letter we have no record that Mr. ****** has returned the
product. However, in an effort to resolve all of Mr. ******’s concerns, an Authorized Return
Label was to him so he can return the Backup Order to Melaleuca free of charge. Additionally,
the owing balance of $64.51 has been removed from his account.
Mr. ******’s account was cancelled on June 17, 2015 and, as such, he should not receive any
more products or charges. We note that we did not cancel Mr. ******’s account previously
because we had not received a written cancellation notice from him in accordance with the
Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms
and Conditions addressing cancellation is appended below for reference).
Mr. ****** enrolled with Melaleuca as a Preferred Customer on January 14, 2015. As a Preferred
Customer, Mr. ****** committed to order a certain amount of products from Melaleuca’s catalog
each month in return for a 30% to 40% discount on all products ordered and eligibility for
discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

7/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company's 800# customer service is terrible. They have a monthly shipment policy, where if your order isn't placed by the first of the month, you automatically get shipped a "backup" order. I placed my order by the 1st, but apparently not by the cutoff, not sure what time the cut off is, it's not clear on my information. Meanwhile, I had placed a 2nd order that I got a shipment notification for this morning. The "backup" order, I never got a confirm or a shipping notification. I do not want that order, and I called immediately when I saw it in the system to request it be canceled and the other order that I placed be shipped as my May monthly order. After getting transferred to three customer service agents and a supervisor, I was told sorry you are out of luck. I run a business, I know it's not hard to cancel an order that hasn't shipped, simply a company's choice of the type of service they'd like to offer a consumer. In this day and age, customer service standards are high and these agents fell far below my expectations. My sales rep for this account is awesome, but unfortunately she's the only one I can speak highly about. I will be sure to share my experience with all of my friends, not a company I want to ever do business with again or refer anyone to for that matter.

Desired Settlement: I'd like the "backup" order canceled as I requested today by phone. It hasn't shipped, nor have I even got a confirmation that it's been processed. I am closing the account, will not work with such a customer unfriendly business.

Business Response: We recently received a notice from your office regarding a concern expressed by *** ** *****.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies
to her for any inadvertent errors that may have prevented us from being more responsive to her
inquiries regarding her account.
We understand Ms. *****’ communication to the Better Business Bureau to indicate she was
confused about the deadline for placing an order. She placed an order on June 1, 2015 at 9:21pm
over the internet. Melaleuca extended a courtesy for all customers who had not placed their May
order to do so up until approximately 12 pm on June 1st. Since Ms. ***** placed her order
outside of the extension the order Ms. ***** placed was flagged as her June order and the
Insured Customer Backup Order was processed, charging her account $64.06. In an effort to
resolve all of Ms. *****’ concerns an Authorized Return Label was emailed to Ms. ***** that
she can use to send the Backup Order back to the company free of charge. As well, we have
refunded the $64.04 in full back to the method of payment that was charged.
As Ms. ***** requested, her account was cancelled on June 17, 2015 and she should not receive
any more products or charges. We note that we did not cancel Ms. *****’ account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ***** enrolled with Melaleuca as a Preferred Customer on January 16, 2015. As a Preferred
Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog
each month in return for a 30% to 40% discount on all products ordered and eligibility for
discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca.
**** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   I will make note, I never at any point received a notification that the "backup order" (disputed order) they referenced was being processed or shipped or I would not have placed the subsequent order I wanted to receive if I knew similar products were already processed.   It was my understanding there was one courtesy day, I wasn't aware of a 12 noon cut off.  

I think it's proper protocol to notify a customer any time you are charging their credit card, as noted I would not have placed my order.  I run a business and realize how easy it is to cancel and order that isn't to ship for 2-3 days as a matter of good customer service.   When I went on to their system to get the tracking for the order I placed, I noticed the back order was pending.  When I notified them to cancel it, they would not.  Therefore while I read their reply and appreciate their action to resolve this matter,  they chose not to acknowledge the concerns that I expressed about their customer service as it related to this matter.   As such, I will not reopen my account in the future.  There are many business models that work like this one that are much more customer friendly.  I encourage this business to reevaluate their process, as I know many other people who have closed their account with Melaleuca for similar reasons.  

Regards,

*** *****

7/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called the Melaleuca customer service dept to cancel my account and order on 3/26/2015. The custom service rep did not explain me to that I had to download and email a special request form. On 3/31/2015 they charged my bank account $75.99. I called right away and told them to cancel the order, once again to close my account and not to ship the order. It was then it was explained to me that I have to email them a form which I did with in minutes. I told them not to ship the order and credit my account. The customer service rep explained that it already shipped. It did not ship until almost 2 weeks later. I refused the package from UPS and it was returned to them. I have emailed them and sent their custom service dept many messages to credit my bank account. Not only have they not credited my account but they will not respond to my messages. When I copy the email address from the web site and email them now my emails are returned to me as an invalid email address.

Desired Settlement: I want a refund of $75.99 credited to my bank account ASAP.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ********.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Ms. ******** gave us to do business with her, and extend our
apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she
did not understand the full process of how to cancel her account, and because she did not send in
the cancel document with her signature before the end of the month she was charged for the
Backup Order. We understand that she called in to have the order stopped, but it was in a status
where Melaleuca was unable to do so. Since this Backup Order in March was charged and sent,
she has cancelled her account and returned the product for a refund. In an effort to resolve all of
Ms. ********’s concerns we have refunded the Backup Order in full (including shipping and
handling costs) in the amount of $75.99. (An excerpt from the Terms and Conditions of the
Customer Membership Agreement regarding returns is appended below for reference.)
Ms. ********’s account was cancelled on April 6, 2015 and, as such, she should not receive any
more products or charges. We note that we did not cancel Ms. ********’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ******** enrolled with Melaleuca as a Preferred Customer on August 20, 2014 As a
Preferred Customer, Ms. ******** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 50% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order.
Preferred Customers can select the products that will be included in any Backup Order they
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
**** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when request, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

7/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was a member of melaleuca since 2013. we always have a problem when its comes to back order, because if dont make an order every they will send you the product which you did not order. i treid to call in this company twice but the issue has not been resolve thats why i brought this attention to your office. i already explain to them that amazon if you return the Items/products you can ship it back for free. but this company they sent the product which did not order when you return the product to have to pay for the shipment. and i dont want that their mistake they will pass it to the customer? i always asked them if i can talk the manager but they always hiding maybe with your help we can resolve the issue.thanks lito

Desired Settlement: return the product for free shipping because its there mistake and replace the correct product.

Business Response:


Dear Ms. ********:

We recently received a notice from your office regarding a concern expressed by ****** * ******.
Thank you for bringing this to our attention and providing us an opportunity to respond.

We understand Ms. ******’s communication to the Better Business Bureau to indicate that she is
frustrated with the Backup Order process. Along with the Backup Order process she was frustrated
with having to pay for the shipping to return products. However, in an effort to resolve all of Ms.
******’s concerns we sent her an Authorized Return Label to send back to the products from her
Backup Order free of charge. (An excerpt from the Terms and Conditions of the Customer Membership
Agreement regarding returns is appended below for reference.)

Ms. ****** enrolled with Melaleuca as a Preferred Customer on December 3, 2013 As a Preferred
Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each
month in return for a 30% to 50% discount on all products ordered and eligibility for discounted
services such as long distance telephone service and health savings programs. By accepting the
Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to
receive and pay for a Backup Order in any month during which they do not order at least the amount
of products that they committed to order. Preferred Customers can select the products that will be
included in any Backup Order they might receive. If they make no such selection, any Backup Order
they receive will include a variety of products selected by Melaleuca.

We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 1-800-282-3000.

***SUPPORTING DOCUMENTS REDACTED BY BBB***


7/7/2015 Billing/Collection Issues | Complaint Details Unavailable
6/29/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was deceptively conned into placing an order with the Melaleuca company by their representative,****** *****, so they could get points for the sale of the product. Which I did not want or even know what it was at the time..When I tried to get my money back I was ignored on phone calls and finally went to a meeting to get the money back in person.She was not at the meeting and an associate was there and gave me a check which I attempted to deposit,but got a notice from my bank the check was a stop payment..I again tried to notify ****** ***** and she finally called me back and said the company would refund me the cost of the products when they get them.****** sent the products back she says and in 7 to 10 days I will be refunded...but she would not tell a date.I was also billed for the stopped check and a fee for faxing which was $4.00 total.which I will not get returned..The cost I was billed for the product was $227.18.I feel I was not dealt with in a trueful,honest manner.

Desired Settlement: I WOULD LIKE TO GET THE FULL AMOUNT I SPENT OUT OF POCKET..$231.18 IN A CHECK FROM HER OR COMPANY.

Business Response: We recently received a notice from your office regarding a concern expressed by **** * *****.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies
to her for any inadvertent errors that may have prevented us from being more responsive to her
inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she
states she was “conned” into placing an order with Melaleuca. She claims to have been
wrongfully informed about the company. We did not refund her before because we had not
received the products back from her in accordance with our satisfaction guarantee. (An excerpt
from the Terms and Conditions addressing satisfaction guarantee is appended below for
reference) However, in an effort to resolve all of Ms. *****’s concerns, we have refunded her in
full for the order that was placed on her account in the amount of $227.18. This refund was
processed to the method of payment that was on her account. Additionally, Ms. *****’s concern
has been forwarded to Melaleuca’s Policy Administration department and they will be contacting
the individuals who enrolled Ms. *****.
Ms. *****’s account was cancelled on May 22, 2015 and, as such, she should not receive any
more products or charges. We note that we did not cancel Ms. *****’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
**** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

5/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They refused to refund or reverse unauthorized charges and made it very difficult to cancel membership. For that reason they have forced me to deal with my bank and refusing the shipment with ***. If when I called them earlier today (************) if they would have canceled my order, refunded the unauthorized charge from my bank account and canceled my membership I would been happy. They refuse to do anything but send a form and I have me fax or mail back to them to cancel my membership. Isn't it funny when I sign up it was all online. I never place an order or authorized a payment.

Desired Settlement: A complete refund of the unauthorized debit $64 from my bank account, cancel my membership and $50 (2 hours @ $25 an hour) for unnecessary time spend by me to resolve this matter.

Business Response: We recently received a notice from your office regarding a concern expressed by **** ******. Thank you
for bringing this to our attention and providing us an opportunity to respond. We appreciate the
opportunity Mr. ****** gave us to do business with him, and extend our apologies to him for any
inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his
account.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he was charged
for a Backup Order that he did not authorize and that he would like a refund in full for that charge. When
Mr. ****** signed Melaleuca’s Customer Membership Agreement electronically he agreed to receive and
pay for a Backup Order in any month during which he did not order at least the amount of products he
committed to order. However, in an effort to resolve all of Mr. ******’s concerns, we have refunded him
$64.06, the full amount of the Backup Order that was processed on his account. This refund was
processed to the method of payment on file.
Mr. ******’s account was cancelled on May 15, 2015 and, as such, he should not receive any more
products or charges. We note that we did not cancel Mr. ******’s account previously because we had not
received a written cancellation notice from him in accordance with the Terms and Conditions of our
Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is
appended below for reference).
Mr. ****** enrolled with Melaleuca as a Preferred Customer on April 11, 2015. As a Preferred Customer,
Mr. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in
return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as
long distance telephone service and health savings programs.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer
Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

Consumer Response: Better Business Bureau:

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

I only got half of what I request and know I am spend more time deal with issue. I wanted to be compensated for the time I have waited at this point the amount of $50 (2 hours @ 25.00) is not to much to ask and maybe they will develop better policy so they won't have waist there time deal with these issues and other potential clients.


Regards,

**** ******




5/21/2015 Advertising/Sales Issues
5/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I accepted a membership opportunity, then after reviewing the amount of money to be spent each month I cancelled my membership within 24 hours. I followed all the procedures to cancel my membership. Approximately one week later I received a membership kit in the mail consisting of various literature and catalogs. I never was told that I had to return these items until one month later. In that time, I gave the membership kit to an agent of Melaleuca. Since that time I have had numerous calls and letters sent to me saying that I have to pay for this kit. This kit has been sold during other promotions for 1 cent and $1, I signed up under the $29 promotion. I feel that I followed all the instructions on cancelling my account and the membership kit has been delivered to an authorized agent of Melaleuca. The phone calls and letters are starting to become harassment and I do not feel I owe anything to Melaleuca. My credit card was charged and then credited.

Desired Settlement: Recognize that I no longer have an account and that the membership kit has been delivered to an authorized agent of the company (Melaleuca.).

Business Response: We recently received a notice from your office regarding a concern expressed by ******* *****. Thank you for
bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. *****
gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented
us from being more responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she purchased a
membership kit for $31.07, which became an outstanding balance on the account because Ms. ***** disputed the
charge with her bank. Ms. ***** indicates that she gave the membership kit to her agent and no longer has the kit.
Melaleuca’s policy is to process a refund for a membership kit when it is returned to the company within 120
days of enrollment date. (An excerpt from the Terms and Conditions addressing Membership Kits is appended
below for reference). Because Ms. ***** gave the kit to her agent and did not properly return the kit to Melaleuca,
an owing balance of $31.07 was posted to her account. In an effort to resolve Ms. *****’s concerns, we have
removed the owing balance from her account.
Ms. *****’s account was cancelled on February 18, 2015 and, as such, she should not receive any more products or
charges.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service
department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Membership Kit Refund
If a Marketing Executive applicant cancels his/her Independent Marketing Executive Agreement and returns his/her
purchased Membership Kit to Melaleuca within 120 days after the Marketing Executive applicant’s date of
enrollment, Melaleuca will give such Marketing Executive applicant a full refund for the cost of the Membership
Kit.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10576342, and find that this resolution is satisfactory to me. 

Regards,

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

5/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I joined Melaleuca at the request of a friend, December 2013. After a few months, I realized that I don't really need products every month. this was going to be a problem because they require that members place orders monthly in order to maintain membership. I decided that I should just quit. I contact them in June 2014 about giving up my membership and they told me that I could not leave unless that request came in writing. They told me that there is a special form that they would email to me. I never got the form and they continued to take $52.00 out of my account monthly when I did not place an order before the end of the month and sent me a certificate for 35 point which I could use within 12 months. Again I contact them in August and asked that they discontinue my membership and stop doing those automatic withdrawals from my checking account. Again the person on the line told me that should expect to receive an email to formally request the termination of membership. Finally in November, I decided to report them to my bank and asked that they do not allow any more of my money to be withdrawn by Melaleuca. My bank contact them with me on the phone and they finally sent me the email with the form for termination of membership. I completed it and sent it back to them. My bank help me to get back 3 months of charges from them and my membership was terminated. Today 4/06/2015, I contacted Melaleuca to redeem some of the points I still have with them and they are telling me that because I terminated my membership, they will not allow me to redeem the points I have with them unless I pay for the points used at time of termination. They are holding more than $200. which they put in certificates. Please help. I want to get the products for the points they owe me.

Desired Settlement: I just wanted to order products to get for the money they owe me.if they are going to give me a difficult time, I may just want all of my money back.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** *
***********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. *********** gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. ***********’s communication to the Better Business Bureau to indicate that
she has requested to use her Convenience Certificates to place an order with the company, but is
unable to do so due to an outstanding balance of $160.17 on her account. The outstanding
balance was placed on the account because Ms. *********** disputed three charges and was
refunded by her bank. Because Ms. *********** was a Preferred Customer at the time and no
minimum product point order had been placed, Melaleuca processed the charge per her
authorized agreement. Melaleuca did not error in processing these charges to Ms. ***********.
However, in an effort to resolve the concerns of Ms. ***********, we have cleared the
outstanding balance on her account. She now has access to place an order using her
Convenience Certificates.
Ms. ***********’s account was cancelled on December 3, 2015 and, as such, she should not
receive any more products or charges. We note that we did not cancel Ms. ***********’s
account previously because we had not received a written cancellation notice from her in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for
reference).
Ms. *********** enrolled with Melaleuca as a Preferred Customer on November 30, 2013 As a
Preferred Customer, Ms. *********** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order.
Preferred Customers can select the products that will be included in any Backup Order they
3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Ms. *********** all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…

Consumer Response: Better Business Bureau:

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

Regards,

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




Business Response:

We have had someone call her directly to explain things more clearly.

 

Thank you.

4/30/2015 Billing/Collection Issues | Complaint Details Unavailable
4/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: ******* ******** was my mentor,i deleted my account with melaleuca a while back,she however wanted to make an order for me and pay for it which she did,but she did not tell me that this will reactivate my account and now they send out an order and my bank account is in minus and i have 2 kids to feed,i need my money back please,i am very disappointed about her service,i dont like beeing taken advantage off just because she wants to keep the money flowing into her account,cause every order i do,she gets a certain percentage of.

Desired Settlement: Please solve the problem i am very disappointed

Business Response: We recently received a notice from your office regarding a concern expressed by ********* ********. Thank you
for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms.
******** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have
prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she had previously
cancelled her account with Melaleuca. However, in February 2015, after cancelling her account, Ms. ********
authorized her enroller to place an order for Ms. ********, resulting in the reactivation of her account. Ms.
******** then received a Backup order for the month of March 2015, charging her $82.76.
Ms. ******** is requesting her account be cancelled and a full refund of the Backup Order. In an effort to resolve
Ms. ********’s concerns, we have issued a refund check in the amount of $82.76, which constitutes a full refund of
the March 2015 order. Additionally, Ms. ******** was emailed an Authorized Return Service Label so that she
may return the products to the company free of charge. Ms. ********’s account was cancelled on April 8, 2015
and, as such, she should not receive any more products or charges.
Ms. ********’s complaint has been forwarded to Melaleuca’s Policy Administration department for further review.
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service
department at ###-###-####.
********** ***** *******
Director of Customer Care and Business Development

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10562396, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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




4/7/2015 Problems with Product/Service | Complaint Details Unavailable
4/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up and received an backorder, according to the website when I returned the products, I enclosed a letter stating to refund me via check. I think changed the payment method on my account to a Visa, not a checking account. They then went on to still process the payment through my checking account that I took off file, this is causing me a hardship. They proceeded to ship me products again, but holding up my refund from February because they want to charge me for March if the check doesn't go through, this is greedy.

Desired Settlement: I want a refund plus shipping charges for the second order that I will have to return.

Business Response: We recently received a notice from your office regarding a concern expressed by ********
******. Thank you for bringing this to our attention and providing us an opportunity to respond.
We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our
apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she
has requested a refund from an order that was returned from the month of January. The refund
was not processed because Ms. ****** had not cancelled her account, which initiated another
Backup Order for the month of February which Melaleuca never received payment for. When we
received Ms. ******’s returned order the credit was applied to the owing balance posted on her
account. In an effort to resolve Ms. ******’s concerns, a prepaid Authorized Return Service
Label was emailed to Ms. ****** on March 16, 2015 which she may use to return the February
order at no cost to her. Once the order has been returned to the company we will refund the order
in full to the method of payment that was charged.
Ms. ******’s account was cancelled on March 12, 2015 and, as such, she should not receive any
more products or charges. We note that we did not cancel Ms. ******’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on January 8, 2015 As a Preferred
Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s
catalog each month in return for a 30% to 40% discount on all products ordered and eligibility
for discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca.
**** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…

3/16/2015 Problems with Product/Service | Complaint Details Unavailable
3/9/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I tried to suspend/cancel my Melaleuca account in April of 2014, on their website. I Followed the instructions and even got an email. Then i received another monthly order. So i emailed customer service. They responded with a generated email and i received another order the following month. I have numerous emails proving my prompt correspondence and clear needs. I informed them i was laid off and could no longer afford the shipments and that i closed my account on the website in April so i should not have been sent May's order. Then they sent me June's which over drew my bank account. All I want is my money returned for the unopened boxes but by the time i was able to correspond with an actual manager she said that it had been beyond the 60 day money back guarantee but i could ship the product back and get partial store credit. Despite my proof that i had beginning emailing customer service the day i received the first package after i closed my account. I also informed them i have all the emails to prove this. I asked repeatedly for return labels and my money back and i am sick of talking to a different person each time and getting no where. So, to conclude, I have two unopened boxes of product i need return labels for, i would like my 138.36 in a check and i have proof, via emails, that i am well within the guidelines of this request. Any help would be greatly appreciated.I can forward copies of all emails upon request. Thank You, **** *******

Desired Settlement: I would like my money back in a check and return labels for the two small boxes of unopened product i was sent after closing my account.

Business Response: We recently received a notice from your office regarding a concern expressed by **** ***
*******. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she
would like to be refunded for two orders that were processed on her account after her attempts to
cancel her account with Melaleuca. We also understand that she would like to be sent an
Authorized Return Service (ARS) label to return these orders to Melaleuca. In accordance with
the Satisfaction Guarantee any product returned to Melaleuca within 60 days of the purchase date
can be refunded in full for the product total and sales tax to the customer’s method of payment.
(An excerpt from the Satisfaction Guarantee addressing refunds is appended below for
reference). The customer is also responsible for paying the original and return shipping.
However, in an effort to resolve Ms. *******’s concerns, we have emailed her an ARS label to
return her packages. We have also processed a refund in the form of a check for one of her
orders, in the amount of $68.60. The second order Ms. ******* requested a refund for is not
warranted as Melaleuca never received payment for the order. Therefore, the owing balance was
removed from her account.
Ms. *******’s account was cancelled on August 31, 2014 and, as such, she should not receive
any more products or charges. We note that we did not cancel Ms. *******’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ******* enrolled with Melaleuca as a Preferred Customer on May 29, 2013. As a Preferred
Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s
catalog each month in return for a 30% to 40% discount on all products ordered and eligibility
for discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca.
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he
returned product. Credit on account is available for Melaleuca product purchases.

3/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: It's been several months now; several letters, several phone calls and responses from them asking for more information etc but never responding to the request; this letter sent 11/26/14 ; they responded twice 1/10 and 1/14 with "we do need to speak to you...call customer assistance'" which we did, also spoke with representative who promised supervisor would resolve issue that evening ( never called, never responded to followup e-mails) at ******************* . . . . Melaleuca RETURNS **** ** ******** ***** ********* ** ***** Re:****** ****** *** ***** ** ******* ***** ***** phone number ********** Customer # ******** Please find enclosed, as requested by your telephone support, empty bottle of NEUTRAVIEW and packages of VITALITY 50+ from my ninety day challenge trial with a GUARANTEE of a FULL refund if not satisfied. I am requesting FULL refund as per your guarantee: "We are absolutely confident that you will be pleased with the results. In fact, if you don’t agree that this is the best multivitamin you‘ve ever tried—if you don’t feel more energy, experience better health, or it doesn’t make a noticeable difference in your life—then simply return the product to Melaleuca for a full credit, refund or exchange. The 90-Day Challenge is backed by Melaleuca’s 100% Customer Satisfaction Guarantee." Please note, CONTRARY to what the representative said on the phone and may be written in his note-- he obviously misunderstood-- VITALITY 50+ is QUALIFIED for FULL REFUND of $41.99 times 3 ($125.97). He also agreed, as you can see, to a refund of NUTRAVIEW once @15.99. Total refund expected then is $141.96 Thank you. ****** ******

Desired Settlement: wish full refund in compliance with their "guarantee": i recognize by now they have made money on keeping our money but would appreciate the $141.96--no coupons, no half payments, no adjustments or offers of product. thank you for your assistance

Business Response: We recently received a notice from your office regarding a concern expressed by **** ******, on behalf
of ****** ******. Thank you for bringing this to our attention and providing us an opportunity to
respond.
Our records indicate that ****** ****** enrolled with Melaleuca as a Preferred Customer on July 23,
2014. As a Preferred Customer, Ms. ****** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings programs.
By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred
Customers agree to receive and pay for a Backup Order in any month during which they do not order at
least the amount of products that they committed to order. Preferred Customers can select the products
that will be included in any Backup Order they might receive. If they make no such selection, any Backup
Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he would like
to be refunded for the purchase of three vitamin packs and an additional vitamin supplement, Nutraview,
totaling $141.96 that was purchased by ****** ******. Three separate refunds totaling $172.18 has been
refunded to Mr. ******’s primary method of payment on file.
****** ******’s account was cancelled on January 2, 2015 and, as such, she should not receive any more
products or charges. We note that we did not cancel Ms. ******’s account previously because we had not
received a written cancellation notice from her in accordance with the Terms and Conditions of our
Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is
appended below for reference).
If Mr. ****** has any further questions, he may contact Melaleuca’s Customer Service department at 1-
###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development**** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: Melaleuca, Inc., **** ** *********** ***., Idaho Falls, ID 83402-
6003. 

3/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined Melaleuca through an employee working from home. I went through the process of joining. I was told there will be a back up order charge of $1 for the month of December instead of $29.99. The work from home employee didn't want me to tell others to market Melaleuca's products, so I decided not to further work for this company. The person had told me I needed to cancel membership. I closed my credit card account. So there is no charge. I called member services and spoke to them. I was given the opportunity to download the form and mail it back before the deadline. I had to mail it before January 30, 2015. Membership has been cancelled. They sent me a certificate to buy their products. Member services is telling me to pay $53.28. The certificate is yours to purchase any products of Melaleuca. If I don't pay the $53.28, this payment will be sent to collections. I'm forced to pay the $53.28. I am waiting for the letter to send the payment which would arrive 7 to 10 business days. While I'm waiting for this to arrive, I receive an email asking for the payment.

Desired Settlement: I haven't used the certificate. I am willing to send it back. If I purchased an item then I'd understand to pay back what I purchased. I didn't buy the certificate. How does $1 goes to $29.99 to $53.28? The certificate should be voided.

Business Response: We recently received a notice from your office regarding a concern expressed by *** ******.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Mr. ****** gave us to do business with him, and extend our apologies
to him for any inadvertent errors that may have prevented us from being more responsive to his
inquiries regarding his account.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he
would like to be refunded for the last Convenience Certificate that was charged to his account.
He would like this refunded to clear a balance that he owes to Melaleuca so it does not go to
collections. In accordance with the Terms and Conditions of our Customer Membership
Agreement addressing Convenience Certificates they are non-refundable and must be redeemed
for product. (An excerpt from the Terms and Conditions addressing Convenience Certificates is
appended below for reference) However, in an effort to resolve Mr. ******’s concerns we have
removed any owing balance and cancelled the Convenience Certificate.
Mr. ****** also requests an explanation of the $29.99 charge. The $29.99 charge was for the
membership kit and is not associated with the $53.39 charge which was for the Convenience
Certificate.
Mr. ******’s account was cancelled on January 2, 2015 and, as such, he should not receive any
more products or charges. We note that we did not cancel Mr. ******’s account previously
because we had not received a written cancellation notice from him in accordance with the
Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms
and Conditions addressing cancellation is appended below for reference).
Mr. ****** enrolled with Melaleuca as a Preferred Customer on December 31, 2014. As a
Preferred Customer, Mr. ****** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order. **** ***** *********** ******* * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
Preferred Customers can select the products that will be included in any Backup Order they
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…
Convenience Certificate Redemption:
... I understand that Convenience Certificates may be redeemed for product only, and may not be returned
for a refund or credit on account, except in certain states. 

Consumer Response: Better Business Bureau:

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

Regards,

*** ******

Dear ******** ********:
So just confirming everything is removed and don't owe anything. Thank you Ms. ******** for helping me from *********** **********.
Thank you, 
***

3/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In Aug. 2014 we went in to the local sales office and requested that they stop taking payments from us as we would like to not be invloved with the company. We filled out paperwork and everything should have been just fine. They said that we needed to keep a debit card on file so they could charge taxes as we used up the rest of our credits on the account. Instead they continued drawing charges from it. We called again in Dec. 2014 when we relized they were still taking money out of our account. Then again in Jan. 2015 and told that it would stop and they would send us a credit. That did not happen. The charges still came out and the credits never arrived. Feb, 2015, I talk to a manager ******* and she says she is processing the credits for just 4 months which would be 4 x 53.99, plus a $29.00 renewal fee that we were charged and shouldn't have been. I disagreed that we should recieve the credits for each month since Aug. 2015. ******* said they she would tell her superior of my concern and it should be ok. We recieved 4 credits and no credit for the renewal and no credits for the other months, PLUS!!!!! They took out more money for February!!!!!! Are you kidding me? We don't want anythiong to do with this company or their lying tactics. We keep being told there are no supervisors available, that the person in charge of that issue is gone and not working or that it will be handled and of course its not. In fact it is just keeps getting worse and making more issues for us. More calls, more stress, more listening to their lies.

Desired Settlement: We request 3 more credits plus the rewet fee and for them to never take money from us again.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ******. Thank
you for bringing this to our attention and providing us an opportunity to respond. We appreciate the
opportunity Mr. ****** gave us to do business with him, and extend our apologies to him for any
inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his
account.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he would like
to be refunded for the Annual Renewal Fee and two additional orders, not including the four refunds
already processed on his account. In an effort to resolve Mr. ******’s concerns, we have processed a
refund of all charges made to his account since August of 2014 as this was the first contact made in an
attempt to cancel his membership with Melaleuca.
Mr. ******’s account was cancelled on February 17, 2015 and, as such, he should not receive any more
products or charges.
Mr. ****** enrolled with Melaleuca as a Preferred Customer on December 8, 2010. As a Preferred
Customer, Mr. ****** committed to order a certain amount of products from Melaleuca’s catalog each
month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services
such as long distance telephone service and health savings programs. By accepting the Terms and
Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and
pay for a Backup Order in any month during which they do not order at least the amount of products that
they committed to order. Preferred Customers can select the products that will be included in any Backup
Order they might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer
Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development

3/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The process to cancel the subscription to this company is overly complicated and hard to accomplish. In attempting to spend my loyalty points before cancellation, they get you to purchase more product. You have spend a certain amount before you can use the points, and then when clicking on the points and the price goes down, you are no longer eligible. The cancellation form needs to be printed, signed, and mailed.....hard to swallow in today on line world. On-line assistance just continualy said I'm sorry and reiterated the process...;..no real assistance

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ****** ********.
Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate
the opportunity Mr. ******** gave us to do business with him, and extend our apologies to him for any
inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his
account.
We understand Mr. ********’s communication to the Better Business Bureau to indicate that he would
like his account with Melaleuca cancelled.
Mr. ********’s account was cancelled on February 13, 2015 and, as such, he should not receive any more
products or charges. We note that we did not cancel Mr. ********’s account previously because we had
not received a written cancellation notice from him in accordance with the Terms and Conditions of our
Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is
appended below for reference).
We wish Mr. ******** all the best. If he has any further questions, he may contact Melaleuca’s Customer
Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: ********** ***** **** ** **** *** ***** ****** ** ****** 

3/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm a Melaleuca client since less than 2 years (Membership #********). With their system, you're supposed to place a minimum order each month. If you don't do it, they send it anyway (an order that has been previously decided or one chosen by them). I went to live to *******, but I found a system to keep receiving the Melaleuca orders, even if it was more expensive, since an extra transportation fee had to be added. In a certain moment, the duty policy in ******* has changed, making this system too expensive. So, I couldn't receive the July order (which was paid) and in August I asked Melaleuca by email to put on hold my orders and not sending me the August one, till I could find a solution. They ignored what I asked and sent and charged the August order anyway, so the September one (even if I sent another email telling that I did decide to withdraw my membership, precisely because of their non-hearing attitude). In October, I could recover my July, August and September orders. And I removed from my account all the credit cards, except a debit card of an account where there is not enough money, in order to avoid they send and charge new orders. A couple of days ago, my wife told me she found in one of her credit cards statements that it was another charge from Melaleuca! Then, I checked my Melaleuca account and found they sent and charged orders in October, November and December 2014 and January 2015, by putting back in my account one of my wife's credit cards which I did previously remove, without my permision. We never got these 4 orders

Desired Settlement: Find the 4 mentioned orders and make them send back to Melaleuca, get a refund for all of them and forget about this "great service" company.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ******. Thank
you for bringing this to our attention and providing us an opportunity to respond. We appreciate the
opportunity Mr. ****** gave us to do business with him, and extend our apologies to him for any
inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his
account.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he would like
to be refunded for four orders sent to an address that he was not residing at when they were placed and
would like his account cancelled. The four orders totaling $250.20 have been refunded to the primary
method of payment on file for Mr. ****** as of February 23, 2015. We ask the Mr. ****** allow up to 10
business days for those refunds to reflect on his bank statements.
Mr. ******’s account was cancelled on February 23, 2015 and, as such, he should not receive any more
products or charges. We note that we did not cancel Mr. ******’s account previously because we did not
receive a written cancellation notice from him in accordance with the Terms and Conditions of our
Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is
appended below for reference).
Mr. ****** enrolled with Melaleuca as a Preferred Customer on May 1, 2013. As a Preferred Customer,
Mr. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in
return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as
long distance telephone service and health savings programs. By accepting the Terms and Conditions of
Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a
Backup Order in any month during which they do not order at least the amount of products that they
committed to order. Preferred Customers can select the products that will be included in any Backup
Order they might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer
Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development

2/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I became a member of this company because they have product that you can use daily in your home. I became a member 12-19-2014 and I decide to cancelon 12-30-2014. They sent a backup order out to me on 12-31-2014. So they sent to my bank on 1-6-2015 for payment of 64.51, 1-9-2015 and 1-16-2015.pyment didn't go through so my bank has charge me 30.00 dollars every time which is 90.00 total.I sent the cancellation form twice. They are refusing to refund me that money back after they have receive the product back that I return to them on 1-16-2015.

Desired Settlement: I just want the money back from where I had to pay the bank.

Business Response: We recently received a notice from your office regarding a concern expressed by ******
********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. ********’ communication to the Better Business Bureau to indicate that she
would like to be refunded for her December 2014 order in full and also be refunded bank fees
charged to her by her bank due to insufficient funds at the time of the charge. Our records
indicate that the December 2014 Backup Order, which Ms. ********’ references in her
complaint, was returned to Melaleuca on January 21, 2015. Because Melaleuca never received
payment for the order, an owing balance of $56.57 was removed, leaving a shipping charge of
$7.94 posted as owing. On February 2, 2015 Melaleuca received payment of $7.94. In an effort
to resolve this issue, a refunded of $7.94 has been processed and will be mailed to Ms. ********
in the next couple of days. In order to better research the charge causing insufficient funds fees,
we ask that Ms. ******** fax a copy of her bank statement reflecting the charge from Melaleuca
and the resulting bank fees to ###-###-####, Attn: Customer Care Solutions- SH. This will better
assist us in determining if a refund is warranted.
Ms. ********’ account was cancelled on January 8, 2015 and, as such, she should not receive
any more products or charges. We note that we did not cancel Ms. ********’ account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ******** enrolled with Melaleuca as a Preferred Customer on December 19, 2014. As a
Preferred Customer, Ms. ******** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order. 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 ###-###-#### Melaleuca.com
Preferred Customers can select the products that will be included in any Backup Order they
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Ms. ******** all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: Melaleuca, Inc., **** ** *********** ***** ***** ****** ID 83402-
6003. 

2/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On January 3, Melaleuca charged my MasterCard for a "backup" order in the amount of $64.51. I immediately contacted Melaleuca because they charged my Visa card for the same amount on the same day. I was advised by the phone representative that my MasterCard had been charged for the backup order for another individual, ****** ****. I told the representative that person was not authorized to use my account nor did I give them permission to charge my MasterCard for anything. She refused to reverse the charge, insisting that since they had the account number on his account, it was his method of payment. I have since disputed the charge with my credit card company. This is essentially fraud and shows what a sleazy company one is dealing with.

Desired Settlement: I demand they refund my card the $64.51 immediately.

Business Response: We recently received a notice from your office regarding a concern expressed by **** *****.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Mr. ***** gave us to do business with him, and extend our apologies
to him for any inadvertent errors that may have prevented us from being more responsive to his
inquiries regarding his account.
We understand Mr. *****’s communication to the Better Business Bureau to indicate that he
would like to be refunded $64.51for an order charged to his MasterCard. Due to a
miscommunication, Mr. *****’s card was added to the account of one of his personal enrollees,
****** ****. In an effort to resolve Mr. *****’s concerns we have processed a refund of $64.51
to his MasterCard and removed the card completely from Mr. ****’s account.
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s
Customer Service department at ###-###-####.
Sincerely,
***** *******
Director of Customer Care and Business Development

1/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Melalecua back in December. I was told that every month I would receive an order as long as I made the order or establish a back up order. Debbie the woman that set me up with the program told me that we would hold off on anything until after the first of the year. This about Dec. 22, 2014. Well on Jan. 13, 2015 we received a package from Melalecua. I called and asked about this and they told me that even if I don't set up a back-up order they still send me an order and charge my account for 76.00. I told them I have not made an order or chose the products that they sent me and I was able to ship it back. They are making it near impossible to return the items because there is no return label and they won't pay to have it sent back. Now I am unable to return the products, because of this unauthorized order that they placed, it resulted in the overdraft of my account and I do not have the funds to return the items.

Desired Settlement: I would like for them to pay the return shipping and for them to pay my $35 over draft fee, because they sent me this package without me giving them permission or them notifying me that this order was being placed or shipped out.

Business Response: We recently received a notice from your office regarding a concern expressed by ****
*********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ********* gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. *********’s communication to the Better Business Bureau to indicate that
she would like Melaleuca to pay for the return shipping of her December order and refund $35 in
NSF Fees charged to her by her bank for what she claims was an unauthorized charge. The
Melaleuca Terms and Conditions outline that return shipping is to be paid for by the customer.
(An excerpt from the Terms and Conditions regarding returns is appended for reference.)
However, in an attempt to resolve Ms. *********’s concerns an Authorized Return Service label
has been emailed to her email address on file so that she may return the package at no cost to her.
This label will need to be printed within 10 days of January 26, 2015 or it will expire. Once
printed, she may return her package through UPS for a full refund.
In regards to the insufficient bank fees incurred by the order that was sent to her, we invite Ms.
********* to fax a copy of her bank statement showing the charge before the fees were incurred
and the resulting fees from the charge, to (208) 557-6994, attention Customer Care Solutions.
We will further research the charges and verify if a refund is warranted.
Ms. ********* enrolled with Melaleuca as a Preferred Customer on December 8, 2014. As a
Preferred Customer, Ms. ********* committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order.
Preferred Customers can select the products that will be included in any Backup Order they
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
We wish Ms. ********* all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he
returned product. Credit on account is available for Melaleuca product purchases.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10407100, and find that this resolution is satisfactory to me.    Thank you so much for your help.

Regards,

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

1/26/2015 Problems with Product/Service | Complaint Details Unavailable
1/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was not able to order product from Melaleuca one month. (The month of November) I am currently between jobs. I called the first couple of days in December and explained that I would be happy to order in the future but wasn't able to in November. They never sent out any product on my auto ship so there was No Loss from their company or any cost to them. They then sent me a "certificate" for $53.39 that they were Billing me for and requiring me to pay for. I have already received a couple of emails requesting payment. Then they say $52.99 (.40 is for the stamp - they mailed out) can be applied to future orders. I explained I can't buy any products at this time but attempted on two calls to resolve this. They said No you contractually obligated yourself to the autoship and we are doing this as a "favor" to you so you continued to qualify for the stays of being active. I explained the stays wasn't as important as not being in DEBT to their company. I asked them to take me out of active status and Please delete the DEBT on a card sent to me for future product I do not want at this time. It's sad as I have enjoyed so many of their products but to be treated like this at the end made me grateful I didn't get any bigger than I did in this multi level company and expose future family and friends to be mistreated. I agreed with them it would have been good for me to have called them before the end of the month but asked for forgiveness and not put me in debt for something that cost them nothing and would allow us to maintain a civil relationship. Two agents and one that didn't return my call said they will leave the debt there.

Desired Settlement: I desire that they dissolve my account with them and bring my account to 0.00 with no debt on my account. I was willing to leave it open and continue to order in the future when I could re-establish the account and they said dissolving the debt was not an option. Sad as I have spoken so highly of this company to so many people! I not only feel I have been taken advantage of and abused but this could have been cheerfully resolved at again No Expense to this company!

Business Response: We recently received a notice from your office regarding a concern expressed by ***** *******. Thank
you for bringing this to our attention and providing us an opportunity to respond. We appreciate the
opportunity Mr. ******* gave us to do business with him, and extend our apologies to him for any
inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his
account.
We understand Mr. *******’ communication to the Better Business Bureau to indicate that he would like
the owing balance for his November 2014 order removed from the account and his account cancelled. In
an effort to resolve Mr. *******’ concerns, we have removed the owing balance of $53.39.
Mr. *******’ account was cancelled on December 31, 2014 and, as such, he should not receive any more
products or charges. We note that we did not cancel Mr. *******’ account previously because we had not
received a written cancellation notice from him in accordance with the Terms and Conditions of our
Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is
appended below for reference).
Mr. *******, along with his wife *******, enrolled with Melaleuca as Preferred Customers on January
14, 2014. As Preferred Customers, they committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings programs.
By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred
Customers agree to receive and pay for a Backup Order in any month during which they do not order at
least the amount of products that they committed to order. Preferred Customers can select the products
that will be included in any Backup Order they might receive. If they make no such selection, any Backup
Order they receive will include a variety of products selected by Melaleuca.
We wish Mr. ******* all the best. If he has any further questions, he may contact Melaleuca’s Customer
Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003.

Consumer Response: Better Business Bureau:

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

My concern still remains that Melaleuca continues to practice a policy that over 100 people (on the BBB site) recognize as a problem.  They have a poor business practice of sending a "certificate" out when an individual doesn't make a product order.  The certificate puts the representative in debt to their company and creates a situation that causes the representative / distributor to fill forced to order additional product.  I have a lot of good I can say about Melaleuca but this practice at the end of their relationship with "business partners / distributors" is sad and a poor business practice.  An alternative would be to reach out to the representative asking what they would like to do as far as ordering future product.  This practice is abusive to a level of trust I feel was placed between a representative / the public and a very large corporation.  I believe it's a creative way to get One Last order out of a distributor that is most likely financially struggling. Their logic that they do this to allow the representative to remain active is a stretch at best.  They quote out of their contract as to the agreed responsibility and again my intent is to bring awareness to an issue that many distributors find abusive to a level of an unwritten agreement and relationship.  A relationship that suggests a company will care about all their distributors above and beyond their legally worded contract.
In conclusion I believe this practice should be reviewed by the Melaleuca powers to be and a new policy implemented that doesn't put distributors at financial harms way.  I believe many distributors have fallen prey to this practice and felt obligated to pay the indebted amount.  If Melaleuca was truly open minded they would most likely see that by after a auto ship commitment was missed, an option could then be suggested to temporarily suspend the account until such distributor's life situation would allow them to re-engage in ordering additional product.  Their reputation and ultimately their bottom line would both be benefited.


Regards,

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




1/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was a customer and was required to order monthly minimum or else my back up order on file would be processed. For some reason I didn't received my monthly reminder with coupons from them so my back up order was shipped, which would have been fine because my back up order was the monthly multivitamins that I order every month anyway, only problem was that wasn't the back up order they sent me. I was sent all kinds of miscellaneous items most of which I would never use due to sensitivities and scents I can't stand and when I called they told me it was what I set up when I signed up, but I had cancelled and then reactivated 6 months later. When I talked to Liliana on the phone in customer service she insists that I changed my back up order on line the day I re enrolled to include these items even though my online account showed my box of multivitamins that I order every month. I returned these unwanted items but they are refusing to credit me $16.00 that I was charged for shipping. I told them if it had been the order that I ordered I would have kept it but since they sent the wrong order I feel I shouldn't have to pay for postage but she keeps insisting that I ordered these things so I have to pay postage. I have cancelled my membership again so that may be why they do not feel the need to do the right thing and give me a full refund for their error since they have already lost me as a customer.

Desired Settlement: I want to be refunded the full amount I paid including shipping since it was their error.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ****.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Ms. **** gave us to do business with her, and extend our apologies to
her for any inadvertent errors that may have prevented us from being more responsive to her
inquiries regarding her account.
We understand Ms. ****’s communication to the Better Business Bureau to indicate that she
would like to be refunded for shipping charges incurred for her November 2014 order with
Melaleuca. The Melaleuca Satisfaction Guarantee states that a customer may be refunded for the
full product total and tax of an item if it is returned within 60 days from the purchase date.
Shipping and handling is the responsibility of the customer. (An excerpt from the Terms and
Conditions addressing the Satisfaction Guarantee is appended below for reference). However, in
an effort to resolve Ms. ****’s concerns, a refund of $15.97 has been processed, covering
shipping charges related to her November 2014 order.
Ms. ****’s account was cancelled on December 16, 2014 and, as such, she should not receive
any more products or charges. We note that we did not cancel Ms. ****’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. **** enrolled with Melaleuca as a Preferred Customer on October 3, 2012. As a Preferred
Customer, Ms. **** committed to order a certain amount of products from Melaleuca’s catalog
each month in return for a 30% to 40% discount on all products ordered and eligibility for
discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca. 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
We wish Ms. **** all the ****. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

Consumer Response: Better Business Bureau:

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

Regards,

***** ****

12/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On November 17, 2014, I sent in all the required forms to cancel my membership with Melaleuca. Their policy states that "...memberships will be cancelled within 24 hours of receipt of the cancellation form..." and that "All cancellation forms received by midnight on the last day of the month will be processed and effective that month." However, come December I was charged for another month's service. Upon further review, my membership was never cancelled. When I called their customer service, they stated that they never received an email from me, which is why my membership was never cancelled. I informed the lady I spoke with, ****, that I was looking at the sent email from November 17 and that it did not get kicked back as non-deliverable therefor I know it went through. She repeated the email address back to me, and I confirmed that's where I sent it. She then informed me that the charge is non-refundable and that I would have to resend the email and have my account cancelled this month (hopefully).My household is down to one income, and the $53.20 charged for this month's unwanted membership put us in a very tough situation. I am less than happy that it is non refundable.I have resent the email, I am also going to fax and mail the form, just to make sure that it is received this time.

Desired Settlement: Cancel my account and refund the charge placed for December. I no longer wish to be a member nor do I wish to be contacted in the future about reactivating my account.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ******. Thank you
for bringing this to our attention and providing us an opportunity to respond. We appreciate the
opportunity Mr. ****** gave us to do business with him, and extend our apologies to him for any
inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his
account.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he would like
to be refunded for the most recent order placed on his account for the month of November and that he
would like his account cancelled. In an effort to resolve Mr. ******’s concerns, we have issued a full
refund of $53.39 to his method of payment on file. This should be reflected on his bank statement within
10 business days of the refund date.
Mr. ******’s account was cancelled on December 3, 2014 and, as such, he should not receive any more
products or charges. We note that we did not cancel Mr. ******’s account previously because we had not
received a written cancellation notice from him in accordance with the Terms and Conditions of our
Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is
appended below for reference).
Mr. ****** enrolled with Melaleuca as a Preferred Customer on August 18, 2013. As a Preferred
Customer, Mr. ****** committed to order a certain amount of products from Melaleuca’s catalog each
month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services
such as long distance telephone service and health savings programs. By accepting the Terms and
Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and
pay for a Backup Order in any month during which they do not order at least the amount of products that
they committed to order. Preferred Customers can select the products that will be included in any Backup
Order they might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer
Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003.

12/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have attempted to cancel my Melaleuca Subscription THREE times. The first time, the excuse was that my signature was not written in hand but through the computer. The other two times, they claimed that they did not receive the email. Upon the third time, it was stated to me that the shipment had to be processed anyway (even though it had NOT shipped). As soon as it was delivered to my home, I refused the order and sent it back to the company. I never received my refund of $64.66. IN FACT, there is a credit to my account of $48.63 which tells me that they are not refunding me the whole amount anyway. The reason why I had to cancel my order is that I was no longer working and my husband had 3 strokes, so there was no income coming in. I have left Melaleuca an email a few weeks ago demanding my money back or I was going to the Better Business Bureau. I have not heard anything back from them. I am hoping you can assist me in retreiving my money back that they essentially stole from me. Thank you.***** *****

Desired Settlement: I want a FULL refund since I did attempt to cancel before the shipment was ever sent out. Melaleuca deliberately stalled the paperwork just to get the product out and couldn't have cared less that I had less than $100 in my bank account with no income coming in. I demand a full refund of $64.66.Thanks,***** *****

Business Response: We recently received a notice from your office regarding a concern expressed by ***** *****.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies
to her for any inadvertent errors that may have prevented us from being more responsive to her
inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she
would like a full refund for the last order processed on her account. The Melaleuca Satisfaction
Guarantee states that all products returned within 60 days of the original order date can be
refunded for the full product total and tax. Shipping costs are the responsibility of the customer.
(An excerpt from the Terms and Conditions addressing the Satisfaction Guarantee is appended
below for reference). However, in an effort to resolve Ms. *****’s concerns a full refund for the
order totaling $64.66 has been processed to her primary method of payment on file and should be
reflected on her bank statement with 10 business days.
Ms. *****’s account was cancelled on October 2, 2014 and, as such, she should not receive any
more products or charges. We note that we did not cancel Ms. *****’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ***** enrolled with Melaleuca as a Preferred Customer on May 30, 2014. As a Preferred
Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog
each month in return for a 30% to 40% discount on all products ordered and eligibility for
discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca. 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.)

12/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I submitted a cancellation via fax to this company on September 30. The company continues to email and call for a payment of $53.39 as if it is a collection agency. I have sent several emails to their customer service department and advised several customer service reps that I did not want to continue service. The idea of the monthly payment was for me to have a membership to shop, therefore, I am not sure how this has resulted in numerous calls requesting payment. I cancelled the service and Melaleuca continues to call and email me for a payment. I never signed a contract to be harassed after I cancelled the service. I would like this company to stop harassing me with emails and phone calls for a payment. They have disregarded my cancellation in an effort to continue calling me for payment.

Desired Settlement: I would like this company to be reported for fraud in acting as a debt collector. I notified them via phone, fax, and email to cancel and they continue to disregard my cancelation asking me to send in a payment.

Business Response: We recently received a notice from your office regarding a concern expressed by *******
******. Thank you for bringing this to our attention and providing us an opportunity to respond.
We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our
apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she
would like any owing balance removed from her account. Our records indicate that a Preferred
Customer Backup Order, in the form of a convenience certificate, was processed to Ms. ******’s
account for the month of October 2014, attempting to charge her account $53.39. However,
Melaleuca was not able to collect payment for the order and the owing balance of $53.39 was
posted to her account. In an effort to resolve Ms. ******’s concerns, the owing balance has been
removed from her account.
Ms. ******’s account was cancelled on December 3, 2014 and, as such, she should not receive
any more products or charges. We note that we did not cancel Ms. ******’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on June 16, 2014. As a Preferred
Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog
each month in return for a 30% to 40% discount on all products ordered and eligibility for
discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca. 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003. 

12/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Early in 9/2014 I went a Melaleuca party. "Out guilt, nobody was sign up." (I Did). Two day later, I change my mind. On 9-26-14 I sent an email and physical letter requesting to unscribe and they acknowledge my request on 10-2-14. But they automatically sent me a box of their products, that I recieve on 10-9-14. I call my credit card company to stop all payment. I mailed the box back to them at my owen cost. Had confirmation form two employees. That they did recieve the box and my account is closed.******** and *****.Today they called demanding payment of $62.18 for the box that they recieced back! I had to pay them, so my credit doese not get ding! They might as well of pulled a gun on me! Is't that extortion?

Desired Settlement: My money back and no more contact with their company.

Business Response: We recently received a notice from your office regarding a concern expressed by *******
******. Thank you for bringing this to our attention and providing us an opportunity to respond.
We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our
apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she
would like to be refunded for the order processed for the month of September. The Melaleuca
Satisfaction Guarantee states that all products returned to Melaleuca within 60 days of the
purchase date can be refunded for the full product total and tax. Shipping is the responsibility of
the customer. (An excerpt from the Terms and Conditions addressing the Satisfaction Guarantee
is appended below for reference). However, in an effort to resolve Ms. ******’s concerns, we
have issued a full refund for the order totaling $62.18 to the method of payment on file.
Ms. ******’s account was cancelled on October 2, 2014 and, as such, she should not receive any
more products or charges. We note that we did not cancel Ms. ******’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on September 25, 2014. As a
Preferred Customer, Ms. ****** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order.
Preferred Customers can select the products that will be included in any Backup Order they
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca. 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the
month received. Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he
returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed
credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me
in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will
charge my customer account a $10 service fee for each month’s notification process for as long as I have
credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund
checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the
check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to
my customer account, which credit on account shall be subject to the above notification process and
associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to
cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction
guarantee by excessively returning product. 

12/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Notification Email - Email notification to remind customers that there's credit in their account. The cost of this service is $10 per email. This is robbery.

Desired Settlement: I want the money that the company robbed from me back. I knew I had a credit and I was saving it to purchase Renew lotion when my supplies ran out. Also, last time I checked sending out emails are free.

Business Response: We recently received a notice from your office regarding a concern expressed by *********
*********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ********* gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. *********’s communication to the Better Business Bureau to indicate that
she would like to be refunded $30 for notification fees charged to a credit that was on her
account after she had cancelled her membership with Melaleuca. The charges were made to the
credit on account in accordance with the Melaleuca Customer Satisfaction Guarantee. (An
excerpt from the Statement of Policies addressing the Customer Satisfaction Guarantee is
appended below for reference). However, in an effort to resolve Ms. *********’s concerns, on
November 21, 2014 a refund check for $30 was mailed to her address on file.
We wish Ms. ********* all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Customer Satisfaction Guarantee
If for any reason and Customer is not completely satisfied with any product purchased by such Customer
from Melaleuca, the Customer may return the unused portion of the product together with a copy of the
purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (a) credit the
Customer’s account for the total purchase price of the product (less shipping and handling charges), or (2)
upon the Customer’s written request, replace the product with charge, or (3) upon Customer’s written 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
request, refund the total purchase price of the product (less shipping and handling charges).Refunds, when
requests, will be issued the original method of payment used to purchase the product unless that method
of payment is unavailable in which case a refund check will be issues to the Customer. Unless the
Customer requests otherwise, Melaleuca will credit the Customer’s Melaleuca account for the purchase
price of the returned product. Credit on account is available for Melaleuca product purchases. If a
customer has unredeemed credit on account, Melaleuca may make efforts to locate the Customer and
advise him/her in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis
and will charge the Customer’s account a $10US service fee for each month’s notification process for as
long as the Customer has a credit on account, unless otherwise restricted by law.

12/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: **** and **** ******** independent marketing executives from Melaleuca corp,charge my card without permission took $160 out of my account without permission.took the money immediately that day it's taken us two weeks to try to get our money back they will not refund it.this is a pyramid scam company. On yop of it all they stopped shipment, but still won't give my money back.

Desired Settlement: Want myoney back. Plus compensation and would like there bbb rating to show there a bad company and to stay away from doing business with these people.

Business Response: We recently received a notice from your office regarding a concern expressed by ******
********. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Mr. ******** gave us to do business with him, and
extend our apologies to him for any inadvertent errors that may have prevented us from being
more responsive to his inquiries regarding his account.
We understand Mr. ********’s communication to the Better Business Bureau to indicate that he
would like a refund of $106 for charges made to his method of payment on file with Melaleuca.
There were two orders made on Mr. ********’s account, for a combined total of $110.75. On
November 23, 2014 both charges were refunded in full to his method of payment on file in
accordance with our satisfaction guarantee. These refunds will reflect on his bank statement
within 10 business days of the refund date.
Mr. ********’s account was cancelled on November 6, 2014 and, as such, he should not receive
any more products or charges. We note that we did not cancel Mr. ********’s account
previously because we had not received a written cancellation notice from him in accordance
with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the
Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. ******** all the best. If he has any further questions, he may contact Melaleuca’s
Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

12/4/2014 Problems with Product/Service
11/25/2014 Billing/Collection Issues
11/25/2014 Advertising/Sales Issues
11/25/2014 Billing/Collection Issues | Complaint Details Unavailable
11/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Melaleuca ask you for a 1 time membership fee of $1 than they charge my account 3 times of the amount of $53.51 without any product. I have called them several time to refund my money and to cancell my membership. Melaleuca said they would refund my money, which did happen. They still tend to debt my account. This has cause to get NSF fees

Desired Settlement: I would like Melaleuca to refund my money plus my NSF fees in the amount of. $233.53

Business Response: We recently received a notice from your office regarding a concern expressed by **** * *****.
Thank you for bringing this to our attention and providing us an opportunity to respond. We 
appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies 
to her for any inadvertent errors that may have prevented us from being more responsive to her 
inquiries regarding her account. 
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she 
wants to be refunded for orders processed to her account. Our records indicate that Ms. ***** 
called requesting information as to how to cancel her account and received but a signed cancel 
letter was never received. (An excerpt from the Terms and Conditions of Melaleuca’s Customer 
Membership Agreement addressing cancellations is appended below for reference.) Because Ms. 
***** remained a Preferred Customer in August and September and no minimum order was 
placed, an Insured Customer Backup Order, by way of a Convenience Certificate, was processed 
and charged to her credit card on file. In an effort to resolve Ms. *****’s concerns, we have 
refunded the August and September orders in the amount of $102.02. There was also a credit on 
her account from a previous return that has been refunded to her method of payment on file. The 
total amount refunded to Ms. ***** was $143.24.
Ms. *****’s account was cancelled on October 23, 2014 and, as such, she should not receive any 
more products or charges. We note that we did not cancel Ms. *****’s account previously 
because we had not received a written cancellation notice from her in accordance with the Terms 
and Conditions of our Customer Membership Agreement. 
Ms. ***** enrolled with Melaleuca as a Preferred Customer on May 20, 2014. As a Preferred 
Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog 
each month in return for a 30% to 40% discount on all products ordered and eligibility for 
discounted services such as long distance telephone service and health savings programs. By 
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, 
Preferred Customers agree to receive and pay for a Backup Order in any month during which 
they do not order at least the amount of products that they committed to order. Preferred 
Customers can select the products that will be included in any Backup Order they might receive. 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
If they make no such selection, any Backup Order they receive will include a variety of products 
selected by Melaleuca. 
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

11/11/2014 Problems with Product/Service | Complaint Details Unavailable
10/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have mailed and emailed in several cancellation letters. The will not remove my credit card from the account I don't want. I have hundreds of dollars worth of product to send back. I feel this is a scam; they get your information and hold on to it and continue to sell you product you don't want. The customer service reps say they will cancel your account and don't.

Desired Settlement: I want my card number removed from their databases, my account canceled and a refund for all the unopened product I don't want.

Business Response: We recently received a notice from your office regarding a concern expressed by *****
*******. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and
extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she
would like her payment method removed from her Melaleuca account along with having her
account cancelled and refunds for any unopened product. As of October 14, 2014 all payment
methods have been removed from Ms. *******’s account. In regards to refunds for unopened
product, we invite Ms. ******* to take advantage of our Satisfaction Guarantee regarding
returns and refunds (An excerpt from the Terms and Conditions addressing the satisfaction
guarantee is appended below for reference). In an effort to best serve Ms. *******, we invite
her to contact our Customer Service Department at 1-800-282-3000 regarding return shipping
labels to cover the cost of returning orders that she wishes to return which were processed within
the last four (4) months. Her account has been noted to provide information regarding the return
labels that should be provided her upon request.
Ms. *******’s account was cancelled on October 10, 2014 and, as such, she should not receive
any more products or charges. We note that we did not cancel Ms. *******’s account
previously because we had not received a written cancellation notice from her in accordance with
the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms
and Conditions addressing cancellation is appended below for reference).
Ms. ******* enrolled with Melaleuca as a Preferred Customer on January 31, 2014. As a
Preferred Customer, Ms. ******* committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order.
Preferred Customers can select the products that will be included in any Backup Order they 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Ms. ******* all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

10/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Melaleuca does not live up to their 100% satisfaction guaranteed return policy.I have been with Melaleuca since 11/7/2011. At the beginning of 2013 (about March - May), I did some returns and repurchases that put me on a 50% no return policy based upon the contract they had me sign. In their contract, it also states that membership is automatically renewed on each anniversary date unless you change your status. That would've put me on a hold to get refunds from 11/7/2012 - 11/7/2013. I'm now trying to return products on 10/8/2014, and they are refusing my returns. If my membership is automatically renewed on my anniversary date, why doesn't the returns reset for the year and I'm still being denied my returns? Their ****** local store and their corporate office couldn't give me a straight answer.I'm also going to be in the process to terminate my membership with Melaleuca.

Desired Settlement: I would like to get my refund for the products I received and are no longer happy with the products. I have a current order automatically shipped to me that I would like to get reimbursed for, and just cut membership with the company since it seems to have unethical practices of automatically renewing your contract, but hold your returns for the life of your membership.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ****.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Mr. **** gave us to do business with him, and extend our apologies
to him for any inadvertent errors that may have prevented us from being more responsive to his
inquiries regarding his account.
We understand Mr. ****’s communication to the Better Business Bureau to indicate that he
would like the Preferred Benefits of his Melaleuca account cancelled and would like a refund for
items returned to the company. In accordance with the Terms and Conditions of Melaleuca
Preferred customer membership, any returns made in excess of 50% of product points purchased
within a three (3) month timeframe will not qualify for refund but will qualify only for product
exchange. (An excerpt from the Terms and Conditions addressing the Excessive Return Policy is
appended below for reference). However, in an effort to resolve Mr. ****’s concerns we
encourage him to contact our Customer Service Department at 1-800-282-300 regarding return
shipping labels for items that he would like to return for refund. Any product purchased within
the last 6 months will qualify for a full refund of the product total and tax.
Mr. ****’s account was cancelled on October 13, 2014 and, as such, he should not receive any
more products or charges. We note that we did not cancel Mr. ****’s account previously
because we had not received a written cancellation notice from him in accordance with the
Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms
and Conditions addressing cancellation is appended below for reference).
Mr. **** enrolled with Melaleuca as a Preferred Customer on November 29, 2011. As a
Preferred Customer, Mr. **** committed to order a certain amount of products from
Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and
eligibility for discounted services such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of products that they committed to order.
Preferred Customers can select the products that will be included in any Backup Order they 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Mr. **** all the best. If he has any further questions, he may contact Melaleuca’s
Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he
returned product. Credit on account is available for Melaleuca product purchases.
Excessive Returns
I understand that if I return over 50% of the total Product Points I purchase during any three consecutive
months, (1) I will not be eligible to receive a refund for future returns, and will be eligible only to
exchange returned products for other products……..

10/20/2014 Problems with Product/Service
10/20/2014 Billing/Collection Issues
10/20/2014 Billing/Collection Issues
10/9/2014 Problems with Product/Service
10/9/2014 Problems with Product/Service
10/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have called this company multiple times requesting that are services be cancelled and our card removed off of auto payment. They have sense charged me over 140 for products i don't intend to use and refuse to cancel the services despite multiple verbal requests they want us to print sign and mail a document to them to cancel services. I feel this service is a scam and I have escalated to my financial institution to consider any additional charges as fraud while i mail in the document they requested.

Desired Settlement: That action be taken so that this company is required to cancel services when requested without further charging the customer.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ****. Thank you 
for bringing this to our attention and providing us an opportunity to respond. We appreciate the 
opportunity Mr. **** gave us to do business with him, and extend our apologies to him for any 
inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his 
account. 
We understand Mr. ****’s communication to the Better Business Bureau to indicate that he wants his 
account cancelled. Mr. ****’s account was cancelled on September 9, 2014 and, as such, he should not 
receive any more products or charges. We note that we did not cancel Mr. ****’s account previously 
because we had not received a written cancellation notice from him in accordance with the Terms and 
Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions 
addressing cancellation is appended below for reference). 
We wish Mr. **** all the best. If he has any further questions, he may contact Melaleuca’s Customer 
Service department at 1-800-282-3000. 
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed
Suspend My Membership Form to Melaleuca bearing my original signature, printed name, 
address, and Customer Number. Suspension Forms received by Melaleuca on or before the 
25th of the month will be effective the month received. Suspension Forms received after the
25th of the month will be effective the following month…Forms must be mailed to: Melaleuca,
Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003. 

Consumer Response:

Better Business Bureau:

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

The customer agreement that theyhave enclosed an excerpt from was not delivered to me prior to agreeing to do business with them. I was told that to cancel, all I had to do was call amd say I did not want to continue receiving their product. And I did that, several times. We had to cancel our cards to ensure that no further charges would be applied.

Regards,

***** ****

 

 

10/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They did false advertisement of the company. I applied for a position and they would not say what the company was. All it said was virtual assistant. then said you would receive a call followed by a webinar for an hour about the company and to answer any questions. when I searched for the number and company, i found that it was a scam according to some others that had answered the same job posting.

Desired Settlement: just that they should list the job right away instead of wasting time for people.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* *****. 
Thank you for bringing this to our attention and providing us an opportunity to respond. 
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she 
applied for a position as a virtual assistant only to find out that it was posted by a Melaleuca 
Independent Marketing Executive and did not appear to be a paid position. We extend our 
apologies to Ms. ***** for any miscommunication or misinformation that may have been 
provided to her about Melaleuca from one of our independent contracts. We have forwarded Ms. 
*****’s complaint to our Policy Administration department for investigation.
We wish Ms. ***** all the best. 
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

Consumer Response:

Better Business Bureau:

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

Regards,

 

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

 

 

 

9/30/2014 Problems with Product/Service | Complaint Details Unavailable
9/19/2014 Problems with Product/Service
9/18/2014 Billing/Collection Issues
9/18/2014 Problems with Product/Service
8/26/2014 Problems with Product/Service
8/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried multiple time to cancel my account. I got the run around, repeatedly charged for products I never ordered. They Refused to refund my money. They always tell me they are going to and then emails or return slips via mail just never come. Instead, I received what they call Certificates of the money they removed from my bank account. They still have not refunded me my membership fee of $29.99, after multiple attempts of calling and being told I will receive via postal mail and yet months pass and noting. Which is the same nonsense that happened when trying to cancel my account, while they continued to charge my account for products and services I did not receive. I have delt with liars and cheats. All they have done is remove money from account even after canceling and not return it. Worse they give certificates and still charge me for shipping! I want nothing to do with these crooks. I want my money retuned to me, $105.98 + 29.99!

Desired Settlement: I want my money retuned to me, $105.98 + 29.99!

Business Response: We recently received a notice from your office regarding a concern expressed by *********
******** *****. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend
our apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she
would like to be refunded for the last two orders charged to her account and for her membership
fee. Because Ms. ***** remained a Preferred Customer and did not place a minimum product
point order in April 2014 and May 2014, a Preferred Customer Backup Order, in the form of a
convenience certificate was processed. Melaleuca’s refund policy for convenience certificates
states that certificates are non-refundable and can only be redeemed for product. (An excerpt
from the Terms and Conditions addressing refunds is appended below for reference). However,
in an effort to resolve this issue, a full refund for the April 2014 and May 2014 orders in the
amount of $106.78 has been refunded to her credit card. Additionally, a full refund for the
membership fee has also been processed to her credit card in the amount of $30.84.
Ms. *****’s account was cancelled on June 12, 2014 and, as such, she should not receive any
more products or charges. We note that we did not cancel Ms. *****’s account previously
because we had not received a written cancellation notice from her in accordance with the Terms
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and
Conditions addressing cancellation is appended below for reference).
Ms. ***** enrolled with Melaleuca as a Preferred Customer on February 3, 2014. As a Preferred
Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog
each month in return for a 30% to 40% discount on all products ordered and eligibility for
discounted services such as long distance telephone service and health savings programs. By
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Preferred Customers agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of products that they committed to order. Preferred
Customers can select the products that will be included in any Backup Order they might receive.
3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003.
Convenience Certificate Redemption
….. I understand that Convenience Certificates may be redeemed for product only, and may not be
returned for a refund or credit on account, except in certain states.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the
product (less shipping and handling charges), or (2) upon my written request, replace the product without
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the
returned product. Credit on account is available for Melaleuca product purchases.

8/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Melaleuca has not been forthcoming with some of the practices they use against the customer or in my case a business builder. They have not payed me some money's they lead me to believe were going to be payed me. They kept half of the advancement bonuses and said I'd be payed in a three month period which they didn't do. So they kept $300 to $500 I earned working for them but was not compensated for. Another issue is they didn't send me my monthly commission checks starting with April of 2014 through July of 2014 because of some rule they have about returned back up orders. They didn't contact me for 3 months during which I thought my wife had been cashing them so I asked her and she said she hadn't seen them either. So I called Melaleuca business development division to find out why I wasn't getting my commission checks and they told me I had to buy a 34 point order to get things squared away. So I did what I thought they required only to find next month (July) had no check again. I called them back on July 23, 2014, talked with Silvia and she said I could use part of my July order to satisfy the requirement to get back to good standing again. I asked Silvia if they were going to send my back checks to me to which she said no but I'd be good from here out. That was 4 months I should have received around $60 to $80 each month. So for a company that claims to be for the little guy they haven't treated this little guy very well. Regrettably I canceled my membership on july 23, 2014 but I could no longer be treated with such contempt. I really liked the products. They are very good but I couldn't go on with the company.

Desired Settlement: I would like to get the money they promised owe me and I would like to be reinstated at my proper position in standing and the moneys that I earned. I don't want anything that is not mine but I would like what I worked hard for and for what I was lead to believe I would receive.

Business Response: We recently received a notice from your office regarding a concern expressed by Mr. ***** *****
*******. Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Mr. ******* gave us to do business with him, and extend our apologies for any
inadvertent errors that may have prevented us from being more responsive to his inquiries.
We understand Mr. *******’s communication to the Better Business Bureau to indicate that he feels he
was not fully compensated for the period of time he was building his Melaleuca business. Our records
indicate that Mr. ******* enrolled as a Preferred Customer and Independent Marketing Executive on
June 5, 2010. He achieved the status of Director I, Director II and Director III in July 2010. As part of
his bonus for rapid advancement, in August 2010 he received the appropriate advancement bonus to
Director in the amount of $100 and the Pacesetter Director Bonus of $100. In September 2010 Mr.
******* received $500 for Director II advancement bonus plus $500 for advancing to Director II rapidly.
One of the requirements for the advancement bonus is to maintain the status for three consecutive
months or advance to the next status level. Although Mr. ******* achieved Director III status in July
2010 he did not maintain the status for three consecutive months, nor did he advance in status during the
specific time period. Therefore, Mr. ******* did not qualify for the Director III bonus and was not paid
the additional commissions.
Further, we note that earlier in 2014 Mr. ******* returned a large amount of Melaleuca product and his
account was placed on hold. (An excerpt from the Terms and Conditions addressing excessive returns is
appended below for reference.) In May 2014 Mr. ******* satisfied the repurchase requirement and the
flagged was removed from Mr. *******’s account. Any commissions held during this time period were
released and mailed to him.
Our records indicate that Mr. ******* submitted a cancellation request on or about July 25, 2014 and his
account was cancelled at that time. If Mr. ******* wishes to do so, he is always allowed to reactivate his
account at no charge to him. If he chooses to reactivate within the months of August and September
2014 he will be placed in his former position with his organization restored to him. However, if he
chooses to reactive after September 30, 2014, he will be placed as close to his former position as
possible, but will have lost any personal customers in his organization. (An excerpt from Melaleuca
Statement of Policies addressing Inactivity is appended below for reference.)We wish Mr. ******* all the best. If he has any further questions, he may contact Melaleuca’s Business
Development department at 1-208-522-0700.
Sincerely,
***** Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement and The Statement of Policies
include the following paragraphs:
Excessive Returns: I understand that if I return over 50% of the total Product Points I purchase during
any three consecutive months, (1) I will not be eligible to receive a refund for future returns, and will be
eligible only to exchange returned products for other products, and (2) any future Backup Orders
Melaleuca sends to me will be in the form of a Convenience Certificate.
Statement of Policies
8. Returns and Product Point Adjustments
……..Melaleuca reserves the right to terminate the Independent Marketing Executive Agreement or
cancel the Customer Membership Agreement of any Marketing Executive or Customer who abuses the
Melaleuca Satisfaction Guarantee and Return Policy by excessively returning products.
36. Voluntary Resignation Due to Inactivity
……..Failure to meet Personal Product Point requirements for two consecutive months constitutes the
Marketing Executive’s voluntary resignation. A Marketing Executive who has voluntarily resigned will
lose all his/her Personal Enrollees and his/her Marketing Organization. The resignation shall become
effective on the day following the last day of the second month of inactivity.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find Melalueca did send me my compensation checks for the months they owed me but only after i filed a complaint with BBB. The company dangles the carrot of attaining a level they will pay you that amount but they don't tell you that they are going to hold your bonuses and dole them out a little at a time. Sure the fine print at the back of the contract does say that they get you excited about the money you made and then they only give it to you in small amounts. So they leave you depending on what others in your organization do no matter what you do, how hard you work still if others don't stay and work you don't get compensated for the work you've done. Here is a multimillion dollar company keeping the money of a new business builder that is broke and is hoping to make money with this company. Not only does that take the wind out of your sails but it also takes the money I made that they said I would make out of my hands. They have since changed their policey and are now paying all of the bonuses that a member makes in full up to, I believe, Director 5 but they don't feel they need to pay the members that made it to those levels before the rule was changed. I suppose if they payed the other people that they kept the bonus money from they wouldn't be able to pay those exects those bonus and bonus pool money that they receive. I probably shouldn't have picked the "I accept the business's response" but I did because the BBB didn't have more choices for responses to choose from and Melalueca did pay me my residual money that I wanted that they told me they weren't going to pay me before I filed a BBB complaint. I bought the large pacesetter pack because I was committed to giving this business a good hard go at it but when they kept my bonus money I lost a little faith in the company that sounded so good and promised so much. I still worked hard at this business and developed enough directors to be a senior director but I couldn't make them to keep their director status long enough to advance any farther. I only mention that to let everyone know that I gave my all for three years trying to make it further up the ladder. So saying all this I say that this resolution is as satisfactory as I am going to get from Meleuca. 

Regards,

 

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

 

 

 

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

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

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

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

Consumer Response:

Better Business Bureau:

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

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

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

Regards,

***** ******

 

 

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

***** ******

 

 

 

7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern:We are Melaleuca costumers since 2008, and we worked part time for the Company too. So we received commission checks every month. On December 2010, we received a check for 38.15, and totally forgot to cash it. So we haven't seen the check for years until last week, so we decided to cash it, (by mobile).And 3 days ago I received a letter where they explained to me that I cashed that check twice, (how come I cashed it twice if I had the check with me, back then the mobile deposit didn't exist).So I called the company and ****** told that she will call me back.She called today and explained to me that, because the check wasn't cashed after a year, they cancelled and charged me 25.00 for that and added my remaining balance from the 38.15 on my loyalty shopping dollars, but nobody sent me a letter to let me know that they canceled the check or tell me that they added that money to my loyalty shopping dollars.I explained to ****** that the money from that check is money that we earned working, they don't give it to us for free, plus the check didn't say that it has an expiration day at the end day, it's still my money.She said Melaleuca policies say she can't do anything.That simple. We know its not a lot of money, but we had to work hard to earn it, to deal with a lot of people, giving presentations, spending gas plus our effort.I really hope that somebody can do something to help us.

Desired Settlement: Return my money.

Business Response: We recently received a notice from your office regarding a concern expressed by **** ******. Thank
you for bringing this to our attention and providing us an opportunity to respond. We and extend our
apologies to him for any inadvertent errors that may have prevented us from being more responsive to his
inquiries regarding his account.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he does not
feel it right that we charged a $25.00 fee due to him cashing a stale-dated check from December 2010.
Mr. ****** received a commission check in December of 2010, in the amount of $38.15, that was never
cashed. Melaleuca’s policy on stale-dated checks is that after a year of not submitting to the bank, the
check is voided, a $25.00 stop payment fee is subtracted from the credit and the remaining balance is
posted as credit to the Customer’s account to be used for future orders. In Mr. ******’s case, his
commission check was cancelled in January 2012, the $25.00 stop payment fee was removed, and the
remaining $13.15 was posted as credit on account. This credit on account of $13.15 was used on an order
placed by Mr. or Mrs. ****** in June 2012. Because Mr. ****** recently cashed the stale-dated check
and he had already received credit on account for a portion of the check, we subtracted the amount of
$38.15 from his current commissions check and a letter was sent to him, explaining the adjustment to his
commissions. Although Melaleuca followed proper company procedure in cancelling the old check and
charging Mr. ****** $25.00 for the stop payment fee, in an effort to resolve Mr. ******’s concerns, a nonrefundable
credit of $25.00 has been added to his account and can be used to purchase products. This new
credit basically constitutes payment of $38.15 twice to Mr. ******.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer
Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

Consumer Response:

Better Business Bureau:

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

Regards,

 

**** ******

 

 

 

7/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

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

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

Consumer Response:

Better Business Bureau:

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

 

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

Regards,

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

 

 

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

Additional Notes

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

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

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I do see the $8.03 refunded back to my  card but not the $35 NSF fee. According to their letter it says that was processed and it's not showing on my card

Regards,

 

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

 

 

 

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

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

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

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

Consumer Response:

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

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

***** ******

 

 

 

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

Additional Notes

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

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

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

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

Additional Notes

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

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

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

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

Additional Notes

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

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

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

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

 

 

 

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

Additional Notes

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

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

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

Consumer Response:

Better Business Bureau:

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

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

Regards,

 

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

 

 

 

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

Additional Notes

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

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

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

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

 

 

 

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

Additional Notes

Complaint: When I called on April 30th to cancel my account before being automatically billed for a shipment of items I didn't want, I was told that to cancel I had request a form which I had to print out sign, scan or fax back. The operator was nice, but I never received the cancellation form in my email. I called back on May 1st to find out what had happened and was told that I would be billed for items I requested I not be sent before the deadline. In my conversations with several levels of operators on the 1st I was called a liar--was told that I didn't not call in to request this form. I have phone records documenting the times I called and can demonstrate that the Melaleuca could not cancel the account.

Desired Settlement: Account canceled, information permanently deleted from their system.

Business Response: We recently received a notice from your office regarding a concern expressed by *** ****** ******.
Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate
the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any
inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her
account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she wishes to
have her Melaleuca account cancelled and any personal information deleted from our system. Ms.
******’s account was cancelled on April 30, 2014 and, as such, she should not receive any more products
or charges. We note that we did not cancel Ms. ******’s account previously because we had not received
a written cancellation notice from her in accordance with the Terms and Conditions of our Customer
Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended
below for reference). Additionally, Ms. ******’s information has been removed from our computer
system.
Ms. ****** enrolled with Melaleuca as a Preferred Customer on November 18, 2013. As a Preferred
Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each
month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services
such as long distance telephone service and health savings programs. By accepting the Terms and
Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and
pay for a Backup Order in any month during which they do not order at least the amount of products that
they committed to order. Preferred Customers can select the products that will be included in any Backup
Order they might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer
Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective
the month received. Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003. 

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

Additional Notes

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

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

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

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

Additional Notes

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

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

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

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

Additional Notes

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

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

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

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

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

Additional Notes

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

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

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

Consumer Response:

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

 

 

 

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

Additional Notes

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

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

Business Response:

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

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

 

 

 

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

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

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

Business Response:

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

3/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

Business Response:

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

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

Additional Notes

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

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

Business Response:

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

****** ****

 

 

 

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

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

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

Business Response:

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

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

 

 

 

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

Additional Notes

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

Desired Settlement: To cancel my membership.

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

*** *******

 

 

 

2/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

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

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

Additional Notes

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

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

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

2/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

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

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

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

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

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

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

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

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

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

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

 

 

 

2/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

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

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

Additional Notes

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

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

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

1/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

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

1/31/2014 Problems with Product/Service | Complaint Details Unavailable
1/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

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

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

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

 

 

 

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

Additional Notes

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

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

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

1/21/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
1/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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

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

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me if, indeed, they do what they say. Why did they not tell me this 7 months ago and every month after I first brought this mistake to their attention? I might still have been a customer but never again!  

Regards,

 

**** *****

 

 

 

1/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

Business Response: See attached.

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

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

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

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

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

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

 

 

 

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

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

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

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

12/30/2013 Billing/Collection Issues
12/27/2013 Problems with Product/Service
12/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: Full refund of $ 538.91.

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

Consumer Response:

Better Business Bureau:

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

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

Regards,

 

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

 

 

 

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

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

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

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

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

 

 

 

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

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

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

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

Consumer Response:

Better Business Bureau:

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

Regards,

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

 

 

 

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

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

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

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

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

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

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

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

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

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

Consumer Response:

Better Business Bureau:

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

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

Regards,

 

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

 

 

 

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

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

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

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

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

Additional Notes

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

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

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

**** *******

 

 

 

12/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

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

Consumer Response:

Better Business Bureau:

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

Regards,

 

***** ******

 

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

Regards

 

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

 

 

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Consumer Response:

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

 

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

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

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

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

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

Additional Notes

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

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

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

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

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

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

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

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

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

Desired Settlement: I want my account canceled immediately.

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

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

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

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

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

Consumer Response:


Better Business Bureau:

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

Regards,

 

*** *****

 

 

 

9/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

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

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

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

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

Desired Settlement: $110.00

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

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

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

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

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

9/12/2013 Problems with Product/Service | Complaint Details Unavailable

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449 Customer Reviews on Melaleuca, Inc
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