Rodan & Fields, LLC

Initial Business Response /* (1000, 5, 2014/07/28) */
Revdex.com CASE#: XXXXXXXX
[redacted]
Ms. [redacted] enrolled as a Rodan + Fields (R+F) Independent Consultant on July 24, 2012. 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 business. When Ms. [redacted] decided to enroll in the Pulse Program she was provided with Terms and Conditions, to which she agreed. The 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 subscription. This 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 communications. After 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 Subscription. In speaking with her she is no longer requesting a refund for any non-sufficient fund charges associated with her bank account. As such we request that this complaint be closed.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/01/14) */
Our records indicate that Ms. [redacted] enrolled in our PC Perks Program on October 26, 2014. 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 specials. The 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 conditions. Ms. [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 orders. There 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 us. In 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 /* (2000, 7, 2015/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Rodan & Fields handled this complaint very professionally. I appreciate their superior customer service.

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

I personally have had great results from using the products (Reverse & Redefine as the mains) and occasionally something will get askew with a damaged package or I've inadvertantly ordered the wrong thing...but customer service has always handled all my needs effectively and efficiently. I will use them until the end of time.

Initial Business Response /* (1000, 9, 2015/05/11) */
This issue has been resolved. The Director of Sales Support has reached out to the customer and resolved the issue to his satisfaction.
Initial Consumer Rebuttal /* (3000, 11, 2015/05/12) */
(The consumer indicated he/she DID...

NOT accept the response from the business.)
That is not what happened. I 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 /* (1000, 5, 2015/07/14) */
Our records indicate that [redacted] is not a Rodan + Fields Customer. Her name and information do not appear in our system. As her complaint mentions "Proactiv product" we believe that her complaint has been wrongfully directed to...

Rodan + Fields. Rodan + Fields has no involvement or affiliation with [redacted] Corporation, the distributor of the Proavtiv-branded products. While 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 service. As such, we request that this complaint be closed and removed from our profile.

I had ordered some products from Rodan and Fields twice before. However the third time it was charged to my credit card in August 2016 and sent to me I did not authorize the order. I called to inform them I did not order, it took almost 1 month for my cc to be credited $162.50. An additional $2.50 was charged to my card for some 'warehouse' fee. I called twice to have this removed since I DID NOT order and they said they would credit it. They 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 order. I even paid $10.50 to ship the product back which I DID NOT get back. So just a sketchy experience altogether. I had to change my cc number as I am never ordering anything again from an independent consultant because apparently they keep your card on file. The 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 /* (4000, 8, 2015/10/28) */
Our records indicate [redacted] was refunded on 10/23/2015 at 9:40am PDT in the amount of $194.23, which is a full refund for the order. We do have an authorization number from her bank that the refund was approved and put back into...

her account, however, for security of her account we do not feel it is appropriate to share for public information.
Please let us know if you need further information.
Thank you.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded amount after being contacted by the Revdex.com. Thank you for your help

Initial Business Response /* (1000, 5, 2015/12/07) */
Our records indicate [redacted]'s order XXXXXXXX was charged because she was on our replenishment program. We received her order on 11/25, and we have expedited a refund for the amount of $120.57 on 12/7.
Please let us know if you're...

needing any further assistance.
Thank you,
Rodan+Fields
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
Good morning [redacted],
Thank you so much. It's especially disappointing because I am sure they do have tracking of packages that come back to the ware house, where they enter data on sender of package. That would be normal to see...I've worked in healthcare for years, and worked outside of health care too for a couple of years where I saw that all shipments arriving to a company had data entered on where it came from...so I'm certain they do have my package, and if there are errors, it is not my fault as I followed what I was told to do by their own staff. If it were under $100 I would still be disappointed but less so. This is $120...it's a little too much for me to not attempt to have them do the right thing as this is not my fault. If it were, that would be different in my opinion.
Thank you so much...it's also not fun to see from a company in San Francisco...I used to live and work there and thought it was good to encourage someone from my old area.
[redacted]
Final Business Response /* (4000, 9, 2015/12/16) */
Hello,
Our records indicate [redacted] enrolled as a PC with bi-monthly charges authorizing us to charge her credit card every 60 days. A refund has processed on 12/7 in the amount of $120.57.
Please let us know if we can be of any more assistance.
Thank you.
Final Consumer Response /* (3000, 15, 2016/01/05) */
Hello [redacted],
I wanted to alert you that though they mentioned a refund would be processed within 5-7 business days, we are on day 8 and I see nothing yet. I've emailed them and have not heard back yet.
What do you recommend?
Thank you so much and merry Christmas
[redacted]

Final Consumer Response /* (2000, 6, 2015/01/27) */
This case has been resolved. I received my refund on 1/23/15

Initial Business Response /* (1000, 5, 2015/09/08) */
Mr. [redacted] was enrolled as a Consultant with Rodan and Fields on 7/27/2015. The account was terminated on 8/01/2015 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 normal call volume. Mr. [redacted] sent an email to Customer Service to further discuss the matter. He received a response from one of representatives on 8/23/2015 but he stated that it did not answer his questions.
The Compliance Department contacted Mr. [redacted] on 8/27/2015 after being made aware of his compliant to the Revdex.com. Mr. [redacted] was not available at the time we contacted him and a voicemail was left on the number provided in the Revdex.com complaint. Mr. [redacted] contacted a representative in the Compliance Department on 8/31/2015 to discuss this matter. Mr. [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 information. We 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 charges. I advised Mr. [redacted] that I would contact the individual who the account was created under to get further information. However we did not receive a response for this individual. Mr. [redacted] was made aware of this information on 9/8/2015. 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 /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/15) */
We apologize for the inconvenience [redacted] has received. We want to provide the best customer and ordering experience, and by doing so, we have a small window to stop or cancel any orders. We have refunded [redacted] in full for $236.19...

on 12/15/2015.
Please let us know if you need more information.
Thank you.

Initial Business Response /* (1000, 5, 2014/05/02) */
Revdex.com CASE#: XXXXXXXX
Consumer: [redacted]
Ms. [redacted] enrolled as a R+F Independent Consultant on February 19, 2014. At the time she enrolled she purchased a business kit for a total of $1064.65. Per the R+F Policies and...

Procedures, which are available to the public and to all Consultants during enrollment, Consultants have 60 days to return any R+F Product for a 100% refund, for any reason. This is true even if the Products have been used. When 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% refund. Products eligible for this refund must be in resalable condition. Ms. [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, 2014 Ms. [redacted] called the R+F Customer Service line to explain that she wanted to terminate her Agreement with R+F. The 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 process. We must ensure that the Products we are refunding are in fact sent back to us.
On April 8, 2014 Ms. [redacted] contacted R+F Customer Service and was again explained the return policy. She stated that she did not get a tracking number for the returned Products but that our warehouse received them on March 30, 2014. 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 invoice. The customer service representative explained to Ms. [redacted] that without the tracking number we were unable to expedite her refund request.
On April 23, 2014 Ms. [redacted] was given a 100% refund for her business kit. She called on May 1, 2014 to inquire as to where her refund is, and the customer service representative explained that she was refunded in full on April 23, 2014.
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.com. As such, we request that this complaint be closed.

Initial Business Response /* (1000, 6, 2015/09/23) */
Customer received additional refund of $59.40 on 9/10/15. The March order was returned in July which is outside of our 60 Day Satisfaction Guarantee.
Initial Consumer Rebuttal /* (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 them. Additionally, I can provide copies of all of my communication with Rodan & Fields - R&F NEVER asserted that my products were returned outside the return period. I 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 $59.40 on 9/10/2015. That leaves a balance due to me of $259.05. Below is a record of the transactions:
March 19th - $253.55 charge to my credit card
May 19th - $253.55 charge to my credit card
July 19th - $253.55 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 - $259.05

Initial Business Response /* (1000, 8, 2015/01/06) */
Ms. [redacted] enrolled as a Consultant on November 30th, 2013 and terminated her Consultant agreement on April 9th, 2014. Ms. [redacted] earned a total of $63.60 during her Consultantship.
Ms. [redacted]'s commissions were accessible through...

her RF Payday account. Terminated Consultants must remove funds from their RF Payday accounts or they will incur a monthly charge of $5.00. Ms. [redacted] did not remove her funds from the RF Payday account and was feed $5.00 every month since her termination due to her outstanding balance within the account. She received an email every month that she was feed.
Ms. [redacted] called our Customer Service department on December 18th, 2014 unsure why her commissions had diminished from $63.60 to $8.60. We explained to Ms. [redacted] that she had not removed the funds from her RF Payday account and was consequently charged. Ms. [redacted] did successfully transfer the remaining $8.60 to her bank account on December 18th, 2014.
We reached out to Ms. [redacted] on December 30th, 2014 via email and January 6th, 2015 via phone in response to this complaint. Ms. [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 2013. Ms. [redacted] was confident that she spoke to someone who did confirm the funds would be transferred. She did not see the emails alerting her of the $5.00 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 /* (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, $55.00
I'm still waiting for the check to come if the check doesn't arrived I will reopen the case.
Thank you!
[redacted]

Dear [redacted]:
Thank you for contacting us with your...

concerns.  I apologize for the inconvenience this may have caused you.  We are regretful of your experience. 
A member of our Sales Support team is trying to reach you to obtain additional information in order to help with your concern about a charge on your card.  Please contact our Sales Support member,[redacted], who has attempted to contact you, at ([redacted] or [redacted]
We hope to resolve this matter to your satisfaction.
 
Sincerely,
[redacted]
Senior Compliance Manager

I received an unauthorized charge of $201.21 on my VISA debit card for items I neither ordered nor received. I had to cancel my card and file a claim for a refund of that amount through my bank. Simply put, I was scammed by this organization.

Dear [redacted]:
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 account purchase and our records reflect that the information you were provided regarding our refund process under our 60 day Satisfaction Guarantee was within our guidelines.  However, because you noted that you may have had an allergic reaction to one of the product ingredients and can no longer use the product, we will honor your refund request outside of our normal return policy.  Today, we processed a full refund in the amount of $175.24, above the disputed amount you indicated in your complaint. 
We strive to provide excellent customer service and apologize we did not meet your expectations.  If you have any additional questions, please contact Compliance@rodanandfields.[redacted]
Sincerely,
[redacted]
Senior Compliance Manager

Initial Business Response /* (1000, 5, 2015/08/21) */
The kit was returned 30 days outside of our stated refund policy. There were products that were opened which are normally not available for refund. She has received a refund for $300 on Aug. 13 and $108 on Aug 10. We will issue a...

refund check for the kit she returned even though it was returned outside the policy. Please allow 3-4 weeks for the refund check to be issued from our home office. This account has been cancelled.

Initial Business Response /* (1000, 10, 2015/07/02) */
The Customer received a refund of $184.44 on 6/22/15.