Rodan & Fields, LLC

Final Consumer Response / [redacted] (2000, 6, 2015/01/27) */ This case has been resolvedI received my refund on 1/23/

I ordered REDEFINE Daily Cleansing Mask and REDEFINE Night Renewing Serum from *** *** a Rodan and Fields agent on May 4th and on the same day I received a Rodan + Fields Order Confirmation for REDEFINE Night Restorative Cream and REDEFINE Daily Cleansing Mask and $was taken out of my checking account The order was incorrect because I placed an order for the REDEFINE Daily Cleansing Mask and REDEFINE Night Renewing Serum but not for REDEFINE Night Restorative Cream I contacted my agent, told her I was invoiced for the wrong product and she said she emailed corporate on 5/5/and it was their mistake She said they were rerouting the package I thought the order had been corrected but apparently it never was I waited for days for my product, I never received any email conformation for the REDEFINE Daily Cleansing Mask and REDEFINE Night Renewing Serum or even the products themselves The money for the wrong order had been taken from my bank account so I called customer service and requested a refund I received an email on May 13th that notified me that I would be receiving a refund within 5-business days but I plan to follow up with my bank and have them block Rodan and Fields and file a claim if the money is not refunded to me within that time During the time that I waited for my products, I ran out of the REDEFINE Daily Cleansing Mask and was not happy Since I began order their products I am unhappy with the slow delivery The products are very expensive and for the money that I pay the customer service, delivery, not processing my order correctly and billing my account without sending me the right products is unacceptable business practiceI may report Rodan and Fields for fraud because they simply took my money and were not going to send any product, mistake or not

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

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

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

Chemical burn/allergic reaction
Buyer Beware
My skinned burned from using their refine products and I had welts on my cheeksI emailed several times and called the company 3x and finally got a lady that had said that since it was an allergic reaction I would be eligible for a full refund and to send the product to themThere was no option in getting their pc perks it was something that you get but pay $for the free shipping on all ordersThey refunded part of the money but not all of itSo I call back a couple weeks later when the refund showed up on my bank transactions and the lady had said they don't ever refund the pc perks for any reason and there is no record of that comment
I do not recommend this company or their products

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

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

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

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

I have used the skin care products from Rodan+Fields as directed and have had outstanding results

These are the best skin care products I have ever used When I have had to contact the company, the customer service rep was very friendly and helpful

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

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

Dear M** *** ***:
Thank you for contacting us with your
concerns. I apologize for the inconvenience this may have caused you. We are regretful of your experience.
We reviewed your Preferred Customer (PC) account and it appears that you cancelled your account on 9/6/16. When you called our customer service support line, we informed you that PC account memberships are not cancelled simply by returning the productNonetheless, we did not receive the order you returned or a tracking number as proof of the return. However, in our attempt to provide a satisfactory experience, we processed your refund request in the amount of $224.70. Because your refund request was received and processed after days from the order date for order #***, the refund is provided via a paper check.
The refund check was mailed to the address on your account, which lists *** ** *** *** *** *** *** *** on 9/28/It appears that this address does not match the address you provided within your complaint. The city and zip code are not the same
We apologize that you have not yet received the refund check that we mailed to the address on your account. We have placed a stop order on the initial check that was sent and have reissued another refund check in the amount of $224.70. This check was sent via FedEx today to the address you included within your complaint:
*** *** *** *** *** *** *** ***
The tracking number is #*** for your reference and it should arrive this week. We will update your account with this address to ensure future communications, if any, are received by you. We strive to provide excellent customer service and apologize we did not meet your expectations. If you have any additional questions, please contact ***
Sincerely,
*** ***
Senior Compliance Manager

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

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

Initial Business Response /* (4000, 11, 2015/02/06) */
Revdex.com CASE#: XXXXXXXX
Consumer: [redacted]
Ms. [redacted] has submitted a complaint regarding an experience with Proactiv-branded Products. Rodan + Fields, LLC has no involvement or affiliation with Guthy-Renker Corporation, the distributor...

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

Over priced, terrible customer service and ineffective. I paid over $200 for the Unblemish regiment. I would say that on a scale of 1-10, my acne was a solid 6-6.5. The first 3 weeks, my face got TERRIBLE. Which I attributed to the medicine trying to start working, my face went to a 9 for sure. Then for another 1-2 weeks, my face was better. It was far from where I was told it would be, but there was a definite progress. Then everything STOPPED. My face got worse, I broke out more and more. My face then went to a 7. I contacted the company and it took them over 5 days and 2 emails from me to finally respond. They refused to help me because I was outside of the 60 day money back. Sorry, I was trying to find other ways to fix their mistake. They do not stand behind their product at all. Their customer service representatives could not care less. Definitely do not order from here unless you like throwing your mom into your toilet.

Initial Business Response /* (1000, 5, 2014/10/29) */
Complaint Case #: XXXXXXXX
Consumer: [redacted]
Our records indicate that Ms. [redacted] is not a Rodan + Fields customer. We believe that her complaint may be related to Proactive-branded products. Rodan + Fields does not...

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