Rodan & Fields, LLC

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

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

Over priced, terrible customer service and ineffectiveI paid over $for the Unblemish regimentI would say that on a scale of 1-10, my acne was a solid 6-The first weeks, my face got TERRIBLEWhich I attributed to the medicine trying to start working, my face went to a for sureThen for another 1-weeks, my face was betterIt was far from where I was told it would be, but there was a definite progressThen everything STOPPEDMy face got worse, I broke out more and moreMy face then went to a I contacted the company and it took them over days and emails from me to finally respondThey refused to help me because I was outside of the day money backSorry, I was trying to find other ways to fix their mistakeThey do not stand behind their product at allTheir customer service representatives could not care lessDefinitely do not order from here unless you like throwing your mom into your toilet

Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ The kit was returned days outside of our stated refund policyThere were products that were opened which are normally not available for refundShe has received a refund for $on Augand $on Aug We will issue a refund check for the kit she returned even though it was returned outside the policyPlease allow 3-weeks for the refund check to be issued from our home officeThis account has been cancelled

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

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

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

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

I had ordered some products from Rodan and Fields twice beforeHowever the third time it was charged to my credit card in August and sent to me I did not authorize the orderI called to inform them I did not order, it took almost month for my cc to be credited $An additional $was charged to my card for some 'warehouse' feeI called twice to have this removed since I DID NOT order and they said they would credit itThey never did so I just paid it because I didn't want that going against me on my credit report, or charged for interest on some thing I DID NOT orderI even paid $to ship the product back which I DID NOT get backSo just a sketchy experience altogetherI had to change my cc number as I am never ordering anything again from an independent consultant because apparently they keep your card on fileThe representatives I did speak to were very nice but did not say what they were going to do, which was credit my cc for the warehouse fee

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

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

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

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

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

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

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

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

Hello,I have reached out to [redacted] to let her know our return policy does not accept partial returns or give out partial refundsWe can refund her for the order as she requested, however, we would need to recharge her for the items she still has.Please let us know if we can be of any more assistance.Thank you

Final Consumer Response / [redacted] (2000, 6, 2014/10/24) */ Its been resolved. Thank you

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