Rodan + Fields

I faithfully used Spot Corrector for 6 months with no lightening or disappearance of dark / discoloration of 4 facial spots. I used the product 2 and 3 times a day with zero results. It was a total waste of money.

The product did not work for me. I followed the product application directions and would never recommend the Spot Corrector to anyone.

Hi, Thank you for your inquiry After looking into your account we can confirm that you did return the item in question but it was outside of our day return policy However, since it was very close we will happily honor this We have submitted the refund in the amount of and it should be reflected on your end in 7-business daysAs for the other order, this has already shipped on 04/and die to our high call volume after launching our new systems we have regrettably not been able to handle this in a timely manner and we apologize A representative from Customer Support has reached out to you and let you know that when you receive the order we can come out and pick it up from you In the meantime, we have submitted a refund in the amount of $since you did try to delay the order We appreciate your patience and value you as a customer

Complaint: [redacted] I am rejecting this response because: I also received a debit card from Rodan+FieldsObviously, I have not activated the card but I want them to acknowledge that their company also sent this to me without my requestI want assurance that they will never send me any products again and that the debit card issued has been invalidated and no further cards be issued in my nameI am still waiting for a written response directly from their compliance office Thank YouSincerely, [redacted]

Hi- this issue has been resolved via direct email with the customerWe have refunded the kit and are investigating the other allegations Thank you!

Complaint: [redacted] I am rejecting this response because:Though I have been contacted by Rodan + Fields in an attempt to clear this matter up, it was only after contacting the Revdex.com, and unfortunately, advising them in writing that I spoke with legal counsel for legal advice on the matter (did not retain an attorney) I made several attempts within the day window mentioned by R+F, in writing and via phone communications, and with several different representatives of the company I will not agree that it was solely one employee that handled the situation poorly I believe the company attempted to defraud meI believe they try pushing people outside of the "risk free" window with bouncing you from representatives to representatives until you're unable to get a refundSincerely, [redacted] ***

Hi Thank you for reaching out After looking into your account I see that we did send out multiple emails letting you know that we were going to be processing CRPs and PC replenishment orders on 5/9/and to double check to make sure everything looked good/was updated Perhaps you missed this email You were charged on 5/9/in the amount of $for your CRP orderWe did refund you $on 5/(the price less shipping)You were charged again on 5/in the amount of $as you called in and placed an hoc order Another charged occurred on 5/in the amount of $(another ad hoc order that you called in)We have verification that the orders were shipped out and delivered to you The order from 5/shows delivered on 5/ That being said, we have cut a check in the full amount requested and overnighted it to you on 05/ We do not want Customers to be unhappy and if you were unsatisfied in any way we want to make this right I apologize if there was any misunderstanding and please let us know if there is anything else we can do

Hi, Thank you for contacting usOur records show you purchased the product on 3/with FedEx day shippingIn our Policies and Procedures it states that all orders can take up to business day to ship outWhen you received the order on 4/that was within FedEx’s day shipping as it shipped on 3/(3/was the first business day and Monday 4/was the second business day)I understand that this may have been confusing and exacerbated by the fact that the shipment took place over a weekend I apologize that we did not meet your customer service expectations, and we will strive to make the shipping policies more clear Thank you for taking the time to write to us so that we can continue to improve

Initial Business Response / [redacted] (4000, 8, 2015/10/28) */ Our records indicate [redacted] was refunded on 10/23/at 9:40am PDT in the amount of $194.23, which is a full refund for the orderWe 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 / [redacted] (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.comThank you for your help

Hi ***, Thank you for your report After looking into your account, we confirmed that you did not receive your refund in the anticipated time Due to this error, we cut a check and overnighted it to you on 05/ The tracking number was also provided Please accept our sincere apologies for the inconvenience that you experienced I can assure you that this is not the type of business practice that Rodan + Fields tolerates and we are working hard to make this right

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 meSincerely, [redacted] ***

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

Hi, Thank you for this report We have looked into your case and it appears that this is suspicious activity, but not on behalf of Rodan + Fields A representative reached out to you and was able to confirm that an account was created in your name with your information, likely as a result of stealing your credit card information The order was picked up already and we have processed the refund on our end in the amount of $1,which should be reflected in your account in 7-business days We have forwarded this issue to our fraud team and are looking into how and why this happened We sincerely apologize for the trouble this has caused and we assure you that we do not condone this type of behavior Thank you and please let me know if we have not met you needs

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 - $

Hi ***, Thank you for your report We absolutely want you to be happy with your product(s) and we are sorry that the AMP roller did not hold up as expected We will be more than happy to send you a replacement roller at no cost to you I apologize that you were not able to get through to anyone via phone or email In the past month we have experience some technology issues that resulted is much longer than usual call and email wait times I will have someone from Customer Care reach out to you today to get this taken care of We will absolutely make this right and never had any intention not to Thank you!

Initial Business Response / [redacted] (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 / [redacted] (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

Hi, Thank you for bringing this to our attention I passed along this information to our customer care team on 04/and they reached out to you same dayPlease note that this was not fraud or a mistake on behalf on Rodan + Fields, but credit card fraud from someone using your information We apologize for the inconvenience and are working to make this right Once we have a proper address, we will send you a check in the disputed amount Again, we apologize that this happened to you

Hi, Thank you for reporting this issue After looking into your account, I was able to find that we did issue a refund on [redacted] that you should have received alreadyWe apologize for all of the inconvenience and trouble this has caused you Your billing information has also been removed from this account, and the account is cancelled in the systemWe are happy to reimburse you for the credit monitoring, and will reach out to you personally to provide the process for that We will simply need you to submit a receipt/invoice to us and we are happy to cover the cost Thank you again for your patience as we work diligently to make this right!

Complaint: [redacted] I am rejecting this response because: this is the same response I have received for months The refund needs to be processed immediately Sincerely, [redacted]

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 meI expect the refund in the next weeks or I will have to keep the complaint activeSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ Contact Email: [redacted] @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[redacted] These procedures are designed to ensure that the product is demonstrated under sanitary conditionsIf Ms [redacted] 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 [redacted] 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 [redacted] 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