doTERRA

December 21, [redacted] Revdex.com Serving Utah WSSalt Lake City, UT In response to Revdex.com Complaint ID: [redacted] Dear Ms***, This correspondence is in response to a complaint, ID [redacted] , in which [redacted] expressed concerns with a member of her team Upon receiving this complaint, doTERRA attempted to contact Ms [redacted] to gain a better understanding of her concern and to move forward in resolving the complaint As of today, doTERRA has not been able to talk to Ms*** doTERRA will continue reaching out to Ms [redacted] and an effort to resolve her concerns Please feel free to contact me if you have any additional questions or concerns regarding this matter Sincerely, Clint B [redacted] Manager, Compliance

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 However the account written was not accurateI called them once again and I was able to finally get a person on the phone who could help meI was so grateful to finally get my refund and be able to close my account that I decided to overlook pushing for further compensationIn no way was I ever called or apologized toIt should not take over days for a return Sincerely, [redacted]

April 22, Roman [redacted] Revdex.com Serving Utah W S Salt Lake City, UT Sent via mail and email In response to complaint ID: [redacted] Dear [redacted] , doTERRA wishes to resolve [redacted] ***’s complaint, which revolves around the company’s New Year New You promotion To qualify, if a customer opened an account with doTERRA and placed an order with a product value of (roughly $100) in the months of January and February, he or she would be awarded points to use toward free product Ms [redacted] qualified for this promotion and received product points She is concerned because she received an email that said her points would be deleted; however, this is not the case The email she received does not apply to the points she earned in the New Year New You promotion If Ms [redacted] would like to return her qualifying orders from January and February, doTERRA would be willing to give her a 100% refund as long as the products are unopened and unused However, returning the orders would also disqualify her from the promotion and void the points she earned We have attempted to explain this to Ms [redacted] over the phone and by email but have not received consistent responses from her If she is still concerned or confused, we will happily take the time to explain to her how she can access and use her points If the Revdex.com would like any further details, please feel free to contact me Sincerely, Max C [redacted] Compliance Specialist Claims Education Department doTERRA International LLC

Complaint: [redacted] I am rejecting this response because: I have had my phone on me at all times, and have not received a single phone call nor an email from Doterra about cancelation, only about "continuing education on products" so their "attempts" at contacting me are invalid, either due to lying or due to them having the wrong contact information I will consider this issue resolved when my account is canceled, and I believe they should make their website have the ability for members logged into their own account to be able to cancel from that site The requirement that they have to speak to them personally, is what has made this such an issue for me I worked to hours per week, my minimal time off is when their phones are not answered due to being after their working hours for the day, or they are closed on Sundays for calls as well I have no issues with them having business hours, however, I do have an issue that one cannot cancel from the website I did not have to call them to set up an account, so, I should not have to call them to cancel it Sincerely, [redacted]

August 7, [redacted] Revdex.com Serving Utah WSSalt Lake City, UT In response to Revdex.com Complaint ID: [redacted] Dear Ms***, This correspondence is in response to a complaint, ID [redacted] , regarding an unauthorized order from 07/23/(order [redacted] ) It is typical for doTERRA to attempt to reroute a package purchased without authorization When doTERRA received notice of this unauthorized order we immediately notified the shipping company In this case, our notification was too late to stop or reroute the shipment, and Mrs [redacted] received the package Upon receiving the package, Mrs [redacted] immediately return the package to doTERRAdoTERRA has returned the price of the package and refunded all shipping and other fees associated with the return on 7/31/It may take up to five business days for the funds to be returned to Mrs [redacted] ’s accountWe were able to communicate with Mrs [redacted] via phone call on the same day the return was processedPlease feel free to contact me if you have any additional questions or concerns regarding this matterSincerely, Clint B***Manager, CompliancedoTERRA International

November 3, [redacted] Revdex.com Serving Utah WSSalt Lake City, UT In response to Revdex.com Complaint ID: [redacted] Dear Ms***, This correspondence is in response to a complaint, ID [redacted] , regarding the purchase of products by [redacted] In her compliant, Ms [redacted] indicated her credit card was used to purchase product multiple times over the last fifteen months Upon receiving this complaint, doTERRA searched its database and was unable to confirm Ms [redacted] as a customer doTERRA then reached out to Ms [redacted] using the information provided in the complaint and established the orders were not placed with doTERRA but rather with a company called Miracle Essential Oils After this discovery Ms [redacted] apologized for the filed Revdex.com complaint As such, doTERRA considers the matter resolved Please feel free to contact me if you have any additional questions or concerns regarding this matter Sincerely, Clint B [redacted] Manager, Compliance T | F S WPleasant Grove, UT [email protected]

Dear [redacted] ***, doTERRA received a complaint on April 26, 2017, alleging in Product Volume (PV) was not issued on the account of [redacted] ***As a point of clarification, PV is automatically calculated based on what is ordered Volume is assessed based on each individual item ordered Loyalty Rewards points, on the other hand, are given when Loyalty Rewards orders are placed doTERRA has contacted Mrs [redacted] to inform her that the order she placed did not qualify her to receive Loyalty Rewards points as it was not a Loyalty Rewards order doTERRA was able to better educate Mrs [redacted] so that she now understands the difference between Product Volume and Loyalty Rewards points doTERRA was able to address all of Mrs***’s concerns and considers this matter resolvedPlease let me know if you have any additional questions regarding this matterSincerely, www.doterra.com Clint B [redacted] Manager, Compliance T | F S WPleasant Grove, UT [email protected]

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] ***

March 29, [redacted] Revdex.com Serving Utah WSSalt Lake City, UT In response to Revdex.com Complaint ID: [redacted] Dear Ms***, This correspondence is in response to a complaint, ID [redacted] , in which [redacted] expressed concerns regarding a voluntary termination form submitted and subsequent final check earned from doTERRA Upon receiving this complaint, doTERRA contacted Mr [redacted] to gain a better understanding of his concerns and to move forward in resolving the complaintdoTERRA was able to properly process the voluntary termination form and mail Mr [redacted] his final check doTERRA will continue to follow up with Mr [redacted] to ensure he receives his final check Please feel free to contact me if you have any additional questions or concerns regarding this matter Sincerely, Clint B [redacted] Manager, Compliance

March 28, [redacted] Revdex.com Serving Utah WSSalt Lake City, UT In response to Revdex.com Complaint ID: [redacted] Dear Ms***, This correspondence is in response to a complaint, ID [redacted] , in which Andrea [redacted] expressed concerns regarding an order placed but not received Upon receiving this complaint, doTERRA contacted Ms [redacted] to gain a better understanding of her concerns and to move forward in resolving the complaintdoTERRA was able to properly refund the order placed and was able to resolve all of Ms***’s concerns doTERRA considers this matter resolved Please feel free to contact me if you have any additional questions or concerns regarding this matter Sincerely, Clint B [redacted] Manager, Compliance

...Dear Ms [redacted] ***, doTERRA International contacted Ms [redacted] in order to address her complaint dated August 30, Ms [redacted] indicated she had difficulties receiving orders and logging into her Wellness Advocate accountAfter communicating with Ms [redacted] doTERRA was able to resolve her concerns.Additionally, doTERRA reinstated the points automatically lost when Ms [redacted] originally cancelled her Loyalty Rewards Program order Ms [redacted] ’ experience does not reflect that of a typical doTERRA distributor doTERRA strives to deliver the highest quality customer serviceBeyond personal customer service, doTERRA delivers an online ordering portal for each customer and Wellness AdvocateThis tool gives our customers and Wellness Advocates the ability to manage their own accountsThis portal is secured through a member’s individual account number and passwordWhen a member misplaces their login information they are able to request this information through our Member Services team Please let me know if you have any questions or concerns Sincerely, Clint B***Manager, CompliancedoTERRA International

November 17, *** *** Revdex.com Serving Utah WSSalt Lake City, UT In response to Revdex.com Complaint ID: *** Dear Ms***, This correspondence is in response to a complaint, ID ***, regarding the purchase of doTERRA
Peppermint *** *** submitted a Revdex.com complaint indicating dissatisfaction with a peppermint essential oil she purchased. Ms*** indicated the peppermint essential oil and the replacements sent to her smelled different than previous ordersUpon receiving the complaint, doTERRA contacted Ms*** to gain a better understanding of her complaint and to resolve the issues related to her complaint. As such, doTERRA was able to address Ms***’s concerns and considers the matter resolved. Please feel free to contact me if you have any additional questions or concerns regarding this matter Sincerely, Clint B*** Manager, Compliance T | F S WPleasant Grove, UT [email protected]

September 28, *** *** Revdex.com Serving Utah WSSalt Lake City, UT In response to Revdex.com Complaint ID: *** Dear Ms***, This correspondence is in response to a complaint, ID ***, regarding an unwanted order placed by ***
***. In September of 2017, Ms*** placed an order under the doTERRA Loyalty Rewards Program (LRP) by mistake. Upon discovery of this, Ms*** contacted doTERRA in an effort to stop the order. This order had already been processed and shipped, and per doTERRA policy Ms*** would need to return the order to obtain a refund. Upon receiving notice of Ms***’s complaint, doTERRA contacted Ms*** to explain the policy regarding returns of orders. doTERRA was successful in this effort and was able to resolve all of Ms***’s concerns doTERRA considers this matter resolved Please feel free to contact me if you have any additional questions or concerns regarding this matter Sincerely, Clint B*** Manager, Compliance T | F S WPleasant Grove, UT [email protected]

January 4, Revdex.com Serving Utah WSSalt Lake City, UT In response to complaint ID: *** Dear *** *** This email is in response to a complaint issued by *** and *** *** regarding an annual renewal few
The $renewal fee allows doTERRA Wellness Advocates to continue enjoying doTERRA products at wholesale cost. After investigating this matter, doTERRA discovered that a standard annual renewal fee was applied to *** and *** Fraschetti’s latest order, as is standard doTERRA protocol. Typically, this fee is not refundable, however, doTERRA reached to *** and *** to explain the policy and considers this matter resolved Please feel free to contact me if you have any additional questions or concerns Sincerely, www.doterra.com Clint B*** Manager, Compliance T | F S WPleasant Grove, UT [email protected]

February 2, *** *** Revdex.com Serving Utah WSSalt Lake City, UT In response to Revdex.com Complaint ID: *** Dear Ms***, This correspondence is in response to a complaint, ID ***, in which *** ***
expressed concerns with a refund for one of her orders Upon receiving this complaint, doTERRA contacted Ms*** to gain a better understanding of her concerns and to move forward in resolving the complaint doTERRA was able to properly refund the returned order and was able to resolve all of Ms***’s concerns. doTERRA considers this matter resolved Please feel free to contact me if you have any additional questions or concerns regarding this matter Sincerely, Clint B*** Manager, Compliance T | F

Revdex.com Serving Utah WSSalt Lake City, UT Sent via email In response to complaint ID: *** Dear *** ***, This correspondence is in response to a complaint filed by *** *** regarding membership charges on her account.
To maintain a membership with doTERRA each member pays an annual renewal fee on his/her anniversary month each year This fee is incorporated into the order placed for that month. If a member does not place an order the month this fee is due, doTERRA simply charges the fee whenever the next order is placed. The annual renewal fee helps doTERRA provide its distributors with the necessary support materials and information on products and services, Company programs, policies and procedures, and related mattersThe annual renewal fee also covers the costs of all direct mailings from the CompanyIn the case with ***, she actually did not place an order on her anniversary month nor in the following ten months. Her first order was placed eleven months after her anniversary month. The following month, the renewal fee was charge for the upcoming year, as that was her anniversary month. doTERRA contacted *** and explained the reason for renewal fee being charged consecutive months and was able to resolve all of ***’s concernsdoTERRA considers this matter resolvedSincerely, Clint B*** Manager, Compliance T | F S WPleasant Grove, UT [email protected]

Sent via mail and
email
In response to complaint ID: ***
Dear ***,
We have made attempts to contact *** *** regarding
her account with doTERRA and specifically her Loyalty Rewards Program in order
to cancel itdoTERRA received no response in our efforts to contact her
Per
doTERRA’s policy section (9) a Loyalty Rewards Program can only be canceled
via direct communication with the companyAt this time, we have suspended Ms
***’s LRP order until we are contacted to reinstate it
Monthly orders through the Loyalty Rewards program are not
required to purchase doTERRA products and must be voluntarily entered into via
online access or direct communication with doTERRA’s member services team
(phone or chat)
We are aware that during December an unwanted order may have
been processed before doTERRA received Ms***’s complaintShould she
wish, we are very happy to pay to ship the products back via our return
processWe would ask that she contact doTERRA member services at
*** to ensure the products are picked up by doTERRA’s shipping partner
during a convenient time and dayWe are very happy to assist Ms*** in
resolving her concerns at a time most convenient to her
Sincerely,Mikki H***Compliance Supervisor

Revdex.com Serving Utah W S Salt Lake City, UT Re: Complaint 11940526: Dear *** ***, On January 18, 2017, doTERRA contacted the complainant regarding charges on his credit card. As these charges occurred without the complainant’s permission, doTERRA
deemed it necessary to issue a refund for the improper charges. Additionally, prior to receiving this complaint, doTERRA’s Member Protection department had already terminated the account from which the purchases were generated thus preventing additional improper charges. After additional communication with the complainant, doTERRA considers this matter resolved. Please feel free to contact me if you have any additional questions or concerns regarding this matter Sincerely, www.doterra.com Clint B*** Manager, Compliance T | F S WPleasant Grove, UT [email protected]

Dear *** ***, This letter is in response to complaint issued by *** * *** regarding a refund for an order totaling $and rerouting fee totaling $At the time the complaint was issued, it was determined that a refund had already been issued for the order in the amount of
$72.07. *** and his wife were able to confirm this. What was left to be refunded was the remaining $rerouting feeAfter discussions with *** and his wife, doTERRA determined the $had been refunded but that those funds had not yet been received by credit card used for the purchase. However, doTERRA can now confirm that those funds have now been received the by *** and his wife the credit card used fully reimbursed. Please let me know if you have any questions or concerns regarding this matterSincerely, www.doterra.com Clint B*** Manager, Compliance T | F S WPleasant Grove, UT [email protected]

June 28, *** *** Revdex.com Serving Utah W S Salt Lake City, UT Sent via mail and email In response to complaint ID: *** Dear *** ***, *** ***’s concern has been resolved to his satisfaction.
Beginning on June 16, 2016, three unauthorized purchases of $were made with Mr***’s credit card on an account he did not create. The fraudulent activity was caught before any product in the orders was shipped out and on June 17, doTERRA refunded Mr***’s credit card in the full amount If the Revdex.com would like any further details, please feel free to contact me. Sincerely, Max C*** Compliance Specialist Claims Education Department doTERRA International LLC