Younique, LLC

We have researched the facts of this complaint and have been in direct contact with the Complainant to address her concerns.  We believe this matter to be amicably resolved.  Thank you.

We have reviewed the instant complaint and have been in touch with the complainant to apologize for her negative experience, and to request additional information and documentation.  Due to the fact that she purchased the products directly from one of our Presenters (an independent business...

owner), her order information is not in our Company system and it makes the situation a bit more complicated.  To date, we have sent three emails to the complainant to try to help resolve the situation and have yet to hear back.  Once we receive a response we will make every effort to work with her to reach a fair and amicable result.  Thank you.

We have reviewed your correspondence to our company dated April 22, 2015 concerning Case [redacted] and the related complaint filed on April 21, 2015.   We have researched the facts of the complaint, which alleges that our company improperly overcharged the complainant for sales tax on her...

order.  We have confirmed that the sales tax on the order in question was calculated and charged correctly.  Our company is required to collect sales tax on the full retail price of any item sold to a Presenter (who is an Independent Distributor), even if some discounts are applied.  The Presenter is a reseller and may turn around and sell the item at full retail price and be reimbursed by collecting the requisite sales tax on the resale.  This practice is industry-standard and is compliant with relevant state sales tax laws.  Contrary to the complainant's assertions, Younique is not "pocketing" any of that sales tax charge, but is remitting it directly to the respective state in accordance with our obligations.We have been in contact with the complainant by online chat, by e-mail and by phone over the past few weeks.  Although we regret the confusion and the frustration she has experienced over the matter, our policy on sales tax charges will remain the same.  We consider this case resolved.  Thank you.

We have researched the facts of this complaint from a Presenter who for medical reasons was seeking a refund for a previously purchased Convention Ticket.  Although the complainant was advised at the time of purchase that the ticket was nonrefundable and nontransferable, due to the extenuating...

circumstances an exception was granted in this case and a refund check was issued.  As the complainant indicates, there was an unfortunate mix-up which resulted in the check she received being issued in the wrong name.  A second check with the correct name was processed and apparently lost in the mail.  We have worked directly with the complainant on this matter and a bank transfer for the refund amount has been executed.  We regret any delay and inconvenience to the complainant, and have made every effort to resolve this matter in a positive manner.  Thank you.

We have investigated the facts of this complaint and have been in direct contact with the Complainant to see how to best resolve her concerns.  We believe that we have amicably settled the matter and that this case may be closed.

We have reviewed your correspondence to our company dated April 27, 2015 concerning Case [redacted] and the related complaint filed on that same date.  We have researched the facts of the complaint, which alleges that two improper and unauthorized bank account withdrawals were made to...

purchase cosmetic products from our company.  Our Loss Prevention team has been in contact with both the Complainant and his bank, and we have helped facilitate the reimbursement for the fraudulent charges.  The bank has issued chargebacks for the two separate charges, and credited the Complainant's account for same.  Although there was no wrongdoing on our part, we are pleased that we could help the Complainant to resolve this matter and consider this case closed.  Thank you.

We have reviewed your correspondence to our company dated July 20, 2015 concerning case [redacted] and the related customer complaint filed on the same date.
We have researched the facts of the complaint, in which the complainant expresses frustration with the processing of a refund for a product...

she wished to return under the company’s “Love It Guarantee.”  We have confirmed that the customer did contact our company requesting a refund on July 10th and that a refund was in fact issued in the normal course of business on July 20th, the same day that the complainant filed the instant complaint and before we had reviewed it.  A number of emails were exchanged between the customer and a Support agent, assuring the customer that a refund would be processed.  The agent handling the case was then out of the office for a few days and did not have a chance to immediately respond to the customer’s status inquiry, but upon her return sent an email with the refund transaction reference number and advised her that “once we issue the refund it can take your credit card company or financial institution up to two weeks to show the credit to your account.  However, it usually does not take that long.  If you take this transaction number [xxxxxxxxxxx] to your bank for the refund, they can normally use it to speed up the process for you.” 
 
Though we regret the customer’s frustration, we believe we acted responsibly and in good faith in processing her refund and consider this case to be resolved.  Thank you.

We have reviewed your correspondence to our company dated January 20, 2016 concerning case [redacted] and the related customer complaint filed on the same date.
We have researched the facts of the complaint, which expresses frustration with a refund request for a product she purchased. ...

Because she purchased the product directly from a Presenter, who is an independent business owner, the refund needed to be processed through that individual.  We have reached out and been directly in touch with the complainant, have apologized for her negative experience, and have intervened on her behalf and worked with the Presenter to make sure her purchase was refunded in full.  Based on our interactions, we believe the matter to be amicably resolved.  Thank you.

We have reviewed and investigated the complaint submitted by the Complainant expressing concern about her Sponsor and requesting a change to her upline.    We have reached out to her directly to try to address her concerns, and to review Younique policies for upline and sponsorship...

changes as outlined in her Presenter Agreement.  She has previously been in touch with our Support center about this issue and was provided with information about her options, and informed about the strict limitations and restrictions on changing sponsors.   We have advised that her current sponsor’s account just recently fell suspended and that pursuant to our roll-up policies, her account will officially roll up to a new sponsor in her upline on August 1.  While this may not be a sponsor of her choosing, we are hopeful that she will have a more positive experience with this new sponsor.     Should you have any additional questions, please feel free to contact us.

We have researched the facts of this complaint and have determined that the customer did qualify for a full refund under our return policy, but unfortunately the Support representative (while well-meaning and trying to adhere to company policy) mishandled the case.  We have been in touch...

with the complainant and have worked directly with her to ensure a satisfactory and amicable resolution in this case.  We consider this case to be resolved.  Thank you.

We have reviewed and researched the facts of the complaint, which alleges issues with receiving ordered products.  Our records indicate that the order in question was placed on February 12th, not the 16th of January (an apparent delay by the Presenter in placing the order for the...

customer).  The product was on backorder at the time the order was placed, but was delivered on February 27th.   An exchange was requested by the Presenter on behalf of the customer on March 7th and our Shipping department received the return for exchange on March 24th.  The requested replacement for the product was on backorder; the Presenter agreed to the delayed delivery on behalf of the customer. The replacement was then sent on March 28th and delivered on April 2nd. Based on our records and interactions with the Presenter, it appears that our agents handled the case appropriately and that shipping was as prompt as could be expected under the circumstances and any delays due to backorder were agreed to in advance.We certainly regret and understand the Complainant's frustration with the delayed receipt of her order, but this appears to be an issue with the Presenter rather than the company.  Since Presenters are independent business owners rather than employees, this is unfortunately out of our control.  We have, however, been directly in touch with the Complainant and are working with her towards a satisfactory resolution.  For the purposes of the Revdex.com, we believe this complaint to be resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We have reviewed the facts of the complaint.  We have been in touch with the complainant and have worked with her to achieve what we believe to be an amicable and satisfactory resolution to this case.  We consider this case to be resolved.  Thank you.

We have researched the facts of this complaint, which concerns the application of our refund and exchange policy.  According to the customer’s complaint, she was disappointed that three products she purchased arrived in three separate shipments due to the backordered status of two of the...

items.  She decided that she wished to return the items rather than wait for the third item which was still on backorder and upon contacting the company with her request, a refund was promptly issued for that third item.  In an email exchange with a Support agent on 1/25/16, the customer was provided with the return policy for the other two items, as follows (in relevant part): 
“It was a pleasure speaking on the phone with you today. As we discussed, I have added the return policy for you below.
Also, we have canceled and refunded the Touch Mineral Liquid Foundation – Organza for $ 41.73
Your return request falls within 31-90 days of product delivery. Within 31 and 90 days after delivery, products can be exchanged for Younique Product Credit (Y-Cash) or an equal-value product exchange.”
She thereafter mailed the two products back, and was credited with Y-cash for the full price of the items, as was explained in the email and in accordance with the return policy detailed on the company website.  The customer wrote in to express frustration that she was not given a full refund for the products rather than product credit, in spite of the fact that she was outside of the return window for a refund.  At her request, her case was escalated to a supervisor and then to manager, who both confirmed that the her case was handled in the appropriate manner and in accordance with company return policies.  She then complained that she received an email rather than a phone call from the manager, who responded by email that her phone number was not included in her customer record and offering to call her directly if she provided a phone number.  As of the date of this response, the customer never provided her phone number.
We certainly regret the complainant’s frustration with her overall experience and with the backordered status of the products, which resulted in having them mailed out at different times.  The backorder status of the products was made known at the time she placed her order.  We feel that the return situation was handled properly and in accordance with company policies, and that she was advised correctly about the company’s return policies before she sent the items back.  While we recognize that she expected to be able to try out the three items together, the two items she received (namely the powder puff brush and the pressed powder) are in fact the items the company suggests for use together; the recommendation with respect to the liquid foundation and the powder puff brush comes from Presenters, who are independent contractors rather than employees of the company.  She was offered an alternate compromise resolution to the situation, which she rejected.  We feel that we have made a good faith effort to resolve this situation in a fair and equitable manner.  Thank you.

We have reviewed the facts of the complaint.  Support agents have been in touch with the complainant and have worked with her to achieve what we believe to be an amicable and satisfactory resolution to this case.  We consider this case to be resolved.  Thank you.

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted].To my knowledge, the company has not made any changes to their 30 day guarantee on back ordered products. However, the company did return my money and finally delivered the original product I ordered almost 3 months ago. 
Sincerely,
[redacted]

We have reviewed your correspondence to our company dated July 16, 2015 concerning case [redacted] and the related customer complaint filed on July 15, 2015. 
We have researched the facts of the complaint, in which a former distributor explains she has resigned from her association with the...

company and expresses frustration over the fact that she has allegedly continued to appear as an active presenter in emails to customers that have purchased from her in the past.  She claims that this is a “massive issue” with former presenters, and that “anyone that has resigned from Younique” continues to be portrayed as an “active” distributor.  This is simply not the case.  While this may have been the complainant’s own personal experience for some reason, it is not a typical one and we are looking into the matter.  
We have confirmed that her account was cancelled on June 12, 2015, the same day she emailed the company asking to resign.  We have contacted the complainant directly and have explained that as a former presenter, she would still remain on the newsletter list until and unless she unsubscribes.  We have further explained that in the event a former customer were to receive a company email that appears to have come from an inactive presenter, any links in the email would take the user to the Corporate website rather than to the former distributor’s website.  
 
Though we regret the customer’s frustration, we believe we have been responsive to her concerns and are acting responsibly and in good faith in addressing them.  We hope this matter will soon be resolved, if it has not been already.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We have researched the facts of this complaint and have been in direct contact with the Complainant.  We have apologized for any inconvenience and for any mishandling on our end and are working with her to make sure things are resolved to her satisfaction.   We believe that for the...

purposes of the Revdex.com, this case may be closed and deemed amicably resolved.  Thank you.

We have researched the background of this case, and have reviewed a number of email exchanges between the complainant and Support Center agents, which both predated and postdated the filing of this Revdex.com complaint on April 23.  Based on the latest exchange on April 25, it appears the matter has...

been satisfactorily resolved in the regular course of business.  We did reach out to the complainant on April 27 in direct response to this complaint to try to confirm that all of her concerns have been addressed and handled, but to date there has been no reply.   With respect to the Complainant’s allegation that she has seen products claiming to be "Younique" products for sale at less than retail prices on websites such as Amazon and others, we did inform her that the Company does not sell its products on Amazon or any website other than its own, and does not permit its Presenters to do so either.  Typically those products that are found for sale at lower prices on other websites tend to be counterfeit versions of our products.  We have advised the Complainant that Younique can only guarantee the quality of ingredients and formulations for products sold directly through its website or through an authorized representative/Presenter, so anyone who is buying those products does so at their own risk and any Presenter who is selling on unauthorized websites is subject to sanctions or other disciplinary measures through our Compliance department.   We believe this matter to be amicably resolved.  Thank you.