Rodan & Fields, LLC

Final Consumer Response /* (2000, 6, 2015/07/30) */
Rodan and Fields have provided a reimbursement.

Initial Business Response /* (1000, 8, 2015/06/11) */
Replied to Customer
Good Evening [redacted],
I want to reach out to you in regards to your Revdex.com Complaint. I am terribly sorry that you had the issues that you did. In reading through the detail provided your requests were certainly within...

the norm of business. We are going through some growing pains with both technology and staffing, I sincerely apologize that your experience was so poor as a result. We 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 /* (1000, 6, 2015/11/02) */
Our records indicate that we have attempted to refund [redacted] on 10/23/2015 and 11/2/2015 in the amount of $748.72. [redacted] has disputed the charge, not allowing us to refund her. Legally she will need to wait 60 days from the day she has...

dropped her dispute.
Please let us know if their is more information needed.
Thank you.
Initial Consumer Rebuttal /* (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 $748.72 has been an ongoing issue since my account has been closed out on 5 August (which has been over 3 months now). They have not provided any documentation stating their policy on refunds once a dispute has been made. They "conveniently" noted that I had to wait 60 days from the date my dispute was closed out. My dispute has been closed out for more than 60 days now.
Final Business Response /* (4000, 10, 2015/11/09) */
Our records indicate on October 23, 2015 [redacted] called in to advise that she cancelled the dispute on October 19, 2015. We were advised by our refund department they have to wait 60 days from that day to refund the order via credit card. Our records indicate a refund check was approved on 11/5. Checks can take up to 3-4 weeks to be received.
Please let us know if more information is needed.
Thank you.
Final Consumer Response /* (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 $748.72 within 3 to 4 weeks, then this dispute is settled.

Initial Business Response /* (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, 2014. Upon enrollment Ms. [redacted] placed an order. The system used by R+F...

is live, which means that once an order is placed it cannot be canceled or edited. It can, however, always be returned for a refund under our 60-day Satisfaction Guarantee. Ms. [redacted] changed her mind about what she wanted to order and, as she could not edit her initial order, placed an additional order. Ms. [redacted] then called our Customer Service center requesting that the initial order be canceled. The 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 cost. The representative also expedited the refund for the first order on July 24th, 2014 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 items. FedEx 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 order. It 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 warehouse. Customer Service immediately placed another order to Ms. [redacted] and informed Ms. [redacted]'s R+F Sponsor of the new order.
On July 29, 2014 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.com. Our records indicate that a Customer Service supervisor called Ms. [redacted] that morning and left a voice message for Ms. [redacted] to call her back. Additionally, 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 deliver. Specifically, she claims that she was not contacted with updated information regarding the status of her order in a timely manner from R+F. We 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 back. We also explained that it does take a few days for an order to be assembled, shipped out and be delivered. Ms. [redacted] explained that she would have preferred a call for us to say there is no update. We apologized for this misunderstanding. To appease Ms. [redacted] we have sent her additional R+F Products, at no cost to her. We 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 delivered. As 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 /* (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 this. It is a shame it took a call to the Revdex.com,to get good customer service. I think your product is great and I will continue to have contact with R & F and look forward to working with them again.... again thank you for making a bad situation better.
Final Consumer Response /* (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 /* (1000, 6, 2014/11/18) */
Revdex.com CASE#: XXXXXXXX
Consumer: [redacted]
Our records indicate that Mr. [redacted] enrolled as a Preferred Customer on September 24, 2014. Preferred Customers participate in a 60-day replenishment program. Preferred Customers receive...

free shipping on their replenishment orders as well as 10% off of all orders. Mr. [redacted]'s account was closed on November 17, 2014 after speaking with a Rodan + Fields Customer Service Representative. We are pleased to learn that his matter has been resolved through his experience with our Customer Service Department.
Initial Consumer Rebuttal /* (2000, 8, 2014/11/18) */
I feel the case is resolved at this point.

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]

Initial Business Response /* (1000, 5, 2016/01/20) */
We have contacted[redacted] regarding this issue. She misread our Policies and Procedures stating that we do not honor partial returns. This is stated in section 10c of our Policies and Procedures. We have advised we do need all the products...

back in order for us to issue her a refund. We have offered to get the items picked up so she did not have to send them back herself. She denied this request. We 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 /* (3000, 8, 2016/01/22) */
Responded to me 1/20/16,pm by phone and then by email at 5:51 pm, Stating they could not issue refund unless all components of Business Kit is returned. Quoting 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 doctors. First and foremost, we are physicians committed to healing our patients' skin. We 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 + Fields. So, if for any reason you are not completely satisfied, you may return the unused portion of the product within 60 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 delivery. Please complete and enclose the Return Authorization Form located on the back of your Rodan + Fields invoice with your products. Full 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 10 in the Policies and Procedures.
An e-mail notification will be sent once all items are received and processed.



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This Company has some real problems with call backs and clarity of instructions. They now are offering a Fed Ex pickup for the used products. Have not responded to the email at this time.

Final Business Response /* (4000, 10, 2016/01/25) */
Hello,
Rodan+Fields is willing to issue a refund for the Consultant, however, we do need all items back. We 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 herself. The Consultant didn't include all of the information on the page. There 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 /* (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 company. As of 02/02/2016 they are to schedule a pick-up of the used product and issue my refund. Have not heard back from them since I responded with the address for pick-up on 2/3/16.

Initial Business Response /* (1000, 5, 2015/08/11) */
Two refunds were issued; 7/29/15 in the amount of $133.92 and 7/13/15 in the amount of $136.62. the Customer's account has been cancelled in our system

Dear [redacted],
We apologize for any inconvenience you may have experienced. We strive to provide excellent customer service and we are regretful that you did not have this experience. We reviewed your account purchases and our records reflect that we have refunded you for the products ordered...

on 3/31/16 and 5/25/16. We do show that there was a request to cancel you PC Perks account in May, however, the order for the month was already processed prior to cancelling your account. 
We do not show any orders placed or any activity on your account after June 2016.  We do not see any charges made on August 8, 2016.  However, we want to further investigate your concerns and a member of our customer service team is trying to reach you for additional details.  We hope that we can resolve this matter to your satisfaction and look forward to connecting with you.
 
Sincerely,
[redacted]
Senior Compliance Manager

I could not be happier with Rodan + Fields products or with their customer service. I have been using them since February and have never had a problem with customer service or with any of my products. They work, I'm amazed at my results, and will continue with Rodan + Fields forever.

Hello,I have reached out to [redacted] to let her know our return policy does not accept partial returns or give out partial refunds. We 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.

Initial Business Response /* (1000, 5, 2015/04/16) */
Contact Name and Title: [redacted] Compliance
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rodanandfields.com
Dear Mrs. [redacted],
I apologize for your experience with our eye cream and receiving misinformation from one of our...

Independent Consultants. As well as the issue with Fedex not picking up the product. I personally went to talk to Sales Support about the call tag, they have placed a new call tag for tomorrow, 4/17. The call tag number is XXXXXXXXXXXXXXX. As soon as the product is picked up, we are happy to refund you for the product.
I have attached my personal contact information below for further communications.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/11) */
The refund for $1,817.10 was applied on 6/3/15 by Rodan and Fields.

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

service.

Initial Business Response /* (1000, 5, 2015/12/08) */
Hello,
Our records indicate that [redacted] enrolled in our PC Perks on 10/3/2015. The Terms and Conditions were agreed upon before enrollment stating the PC Perks is a bi-monthly (60 day) replenishment program. A refund has been...

processed as of 12/8/2015 for $158.09. We are reaching out to her to pick up the package.
Please let us know if you're need further information.
Thank you
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did not sign up for any such program. I made a one time purchase over the phone. Joining the program was an option when I was on the phone call, but I specifically informed the rep I did not want to join the program. If it was accidentally entered in, I understand people can make mistakes. It is scary to me that a company would save my credit card information and charge my card without even informing me it's going to be charged. That is not very good customer service to not communicate with the client. In the end, I ended up cancelling my card and getting a new one to be sure this does not happen again, and in the end I just wanted my money back that was fraudulently (or accidentally) taken from me. I did receive a phone call on Tuesday while at work, but I am not allowed to take personal calls while I am working, unless it's an emergency. I asked the rep if I could call him back after 5pm, and he said he would call me back after 5pm. I have not heard from him since. I think Rodan and Fields should practice better customer service by having a client sign up for a program, and notifying the client that they will be charged. Whether this was an accident or a scam, I will never know, but I'm glad they are now doing the right thing in refunding my money for something a did not order.

Initial Business Response /* (1000, 8, 2014/09/16) */
Our records indicate that Ms. [redacted] enrolled as a Preferred Customer with Rodan + Fields on April 26, 2014. Upon enrollment Preferred Customers agree to receive an order of R+F Products every 60-days. After 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 order. Ms. [redacted] claims to have sent back her second order for a refund and to have not received a refund for her returned items. We do not have a record of receiving Ms. [redacted]'s second order back to our warehouse and, therefore, did not process a refund. After 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 back. Ms. [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 /* (2000, 10, 2014/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund check was received by me on 9/26/2014. However, when I enrolled my Sponsor told me I would be sent an email every 60 days asking me if I wanted to continue the product. I never received an email for the second order because my Sponsor wrote down my email incorrectly. My sponsor never explained to me that I would be receiving a new order every 60 days. I am satisfied with the refund.

Initial Business Response /* (1000, 8, 2015/10/13) */
Our records indicate at 7:50am PDT on 9/24/15 we issued a refund for $165.85. We also sent out appeasements to [redacted] on 9/24.

Initial Business Response /* (1000, 11, 2015/03/05) */
Our records indicated a refund was in process on 2/19. Called consumer today to confirm whether or not the check was received.
Initial Consumer Rebuttal /* (2000, 14, 2015/03/07) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)
I got check