Rodan + Fields

Hi- I am extremely sorry for your experience and we will do whatever it takes to make this right You are absolutely correct about the return policy and after looking into your account it looks like you were unfortunately affected by some system challenges that we faced in April/May I will work with our finance and customer care team to ensure you are refunded in full Due to the holiday weekend, I won't be able to push the refund through until Wednesday, July 5th but you will hear from someone as soon to get to the bottom of us I apologize again for the inconvenience this had caused you and I assure you that this is not a common business practice

Hi Thank you for reaching out and reporting this It is not our business practice to delay refunds and we are immensely sorry that yours took longer than usual We underwent some systems changes in the past few weeks which resulted in some challenges with our return process We cut you a check for the full refund amount on 05/and overnighted it to a confirmed address, so you should be all set Again, we apologize for the inconvenience that this caused you and please be assured that this is not how we operate our business Please reach out to our customer service team should you need anything else I hope that we have made this right for you

Hi ***, As stated in a separate email to you, we are extremely sorry that this incorrect charge caused you to incur overdraft fees We are more than happy to reimburse you the $so long as you send us a copy of your bank statement with all sensitive information blacked out The $refund has been processed, so please send over the bank fees at your convenience so we can take care of those for you My sincerest apologies for the time and inconvenience this has caused you We will do what it takes to make this right

Dear [redacted] , We apologize for any inconvenience you may have experiencedWe strive to provide excellent customer service and we are regretful that you did not have this experienceWe reviewed your account purchases and our records reflect that we have refunded you for the products ordered on 3/31/and 5/25/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 We do not see any charges made on August 8, 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

Hi [redacted] I am terribly sorry for the experience that you had We stand by our guarantees and in checking your account we did refund you for your enrollment portfolio on 09/07/in the full amounts and we also refunded your two orders or Redefine and Lash Boost on 08/and 08/in full Again, please accept my sincerest apologies and I hope we have made this right for you

Hi, Thank you for reporting this While you are correct that we had some issues in converting over to a new system, we have worked diligently to correct these and to make things right with our customers; you are no different We have cut you a check for $and sent it via overnight shipping Please feel free to also keep any product -- it does not need to be returned We sincerely apologize that you experienced longer than wait times as we work to improve our systems and customer experience I will send you an email with your check tracking number, and please let us know if you have any other issues or concerns Thank you again for helping us to improve!

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] ***

Complaint: [redacted] I am rejecting this response because: The information provided and recommendations made regarding my situation, were followed to the letter Furthermore, Rodan and Fields exchanged written communication with me several times in a single day, with three different employees, two of which were in a management position, and both provided conflicting information pertaining to the matter I am not satisfied with the continued generic response, one of which offers no true comfort that R+F holds themselves accountable for any potential residual consequences from this ordeal A consumer should be able to, at minimum, have a contact person in the compliance department, or legal department if they are not one in the same It is my belief that Rodan and Fields intentionally trains their employees to detour consumers from refunds by using non-traditional and unethical practices to defraud customers and/or consultantsSincerely, [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 me Please have your Elite Sales Team reach out to me right away to rectify this issue Sincerely, [redacted] ***

Hi, Thank you for your report We apologize for the inconvenience that this has caused you and we assure you that these are not our typical business practices As you may well be aware, we have temporarily undergone some system challenges which resulted in much longer than wait times in our Customer Service department We quickly realized the issue, have corrected it, and added dozens more resources to help with answering calls and emails I am very sorry that you were one of the customers that contacted us during this time We have overnighted you a check in the outstanding amount of Again, we apologize for the trouble this has caused and hope that we have made this right for you

Complaint: [redacted] I am rejecting this response because:Unfortunately, I still have no confidence that the "entire" matter has reached closure I have not been provided with a contact person in the compliance department of R+F, and their contact informationMy fear is, in the upcoming months , if any residual problems were to develop i.eWebsite account weren't shut down and/or attempt to send another kit, proving to be problematic for me, I would like the contact information for my records so I could go directly to that person in compliance Sincerely [redacted] ***

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

Complaint: [redacted] I am rejecting this response because: Although have received an acknowledgement from R&F that they have corrected my problem, I have not yet received the refund on my credit accountI have requested information as to what their investigation into the matter discovered and how the alleged employee was reprimandedI have asked their director of compliance [redacted] ***, for assurance that proper action will be taken.Sincerely, [redacted]

Hi ***, Thank you so much for reporting this This is not acceptable and we are sorry this happened to you After looking into your account, we immediately submitted this to our suspicious activity team and deleted the account; including all of your billing and shipping information I am happy to hear that your bank was able to take care of this as it seems you must have been a victim of credit card theft We have blacklisted this information so that if it is ever used again, our system will catch it As for the second package that arrived, that was a free promotion so you were not charged anything Feel free to keep all products that were incorrectly shipped to you If you would like us to pick them up, we can arrange for that as well Again, we are very sorry that this happened and please let us know if we have not made this right for you

Complaint: [redacted] To Whom It May Concern: I received the following response from you (Revdex.com) below to the above complaint number on record with you to which I need to address a couple of issues before accepting the business's offer First, no one has reached out to me from Rodan and Fields regarding said agreement belowFor a month now, particularly the past two weeks, I have emailed and called every other day if not daily to which I did not receive a phone call or email in returnI have all of the correspondences with them and case #'s created for each time I did email them documented As to the line switching, I was told an example of a line switch would be something like a death threat! My so called Sponsor, has harassed, bullied, slandered my name, my business, shared many unethical and what I would deem borderline if not illegal business actions/practices with me, yet I am the one being punishedWorking with my Team is not an option as she slandered me, told them I was crazy and had them block me!! I should also note that in writing they (R+F) wrote via email to me that the had spoken with herYet, I have not had the same treatment and respect of someone calling me let alone returning my phone calls or recent emails to resolve this issueI find that to be rather one sided and very discriminatory! Also, not one person would give me their name in writing even though I asked several times for a name and number of a contact in whom to speak withI've short of begged to speak with someone!!! As for reimbursing my business kit, I will gladly go this routeHowever, I have zero correspondence of their agreement to thisPer their P+P Business Kits are reimbursed only within and valuable only with what is returnedI'm past those days and I have no unused product to returnI used my business kit for parties I hosted! I want this to be very black and white for anything less than being able to switch lines or refunded in entirety my business kit-Big Business Kit with Redefine Regimen at the total cost of $is unacceptableOnce I receive a refund I hold my word that I will send in my termination papers effective immediatelyNot they terminating meI did nothing wrong! Until I have this agreement, with the monetary reimbursement of $I will not accept this agreementI apologize that I simply cannot trust a company that has not had my best interest but that of my Sponsor per their correspondences with me I greatly appreciate all of your prompt responses, mediation and professionalism in this matterI truly would like to move forward in regards to this matter as it has been incredibly stressful! Should you need any of my correspondences with Rodan and Fields I would be happy to provide anything you ask for I can be reached via this email as well as [redacted] I thank you in advance for your help!

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

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

Thank you for your report and your continuous efforts to make our company better We apologize that you were sent a card that you never ordered We were able to confirm in our system that an account was created in your name by someone using your information Rodan + Fields submitted a suspicious activity report and all of your information has been deleted from our system Your refunds have all been processed and the order picked up I completely empathize with this situation and I am sorry that your information was stolen by someone We hope that we have made this right Please let us know if there is anything else we can do to reassure you that this will not happen again

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

Hi, Thank you for reaching out. I am so sorry to hear that you did not receive your refund for the lash boost. You were unfortunately one of the few people who were negatively affected by our system challenges in May. We have gone ahead and issued the refund, and this should reflect in... your account in 3-5 business days. Again, we apologize for the inconvenience and we assure you that this is not our typical business practice. Please let us know should you need anything else.