Rodan + Fields

Hi, I am sorry that you are not satisfied with our initial outreach and I certainly hope that we can make this right for you We have processed the refund on our end multiple times but it keeps bouncing back with a rejection from your bank stating that you have already disputed the charge We have contacted you to see if you have successfully dropped this charge or if you would like us to overnight you a check -- we are happy to do whatever will make this easiest for you As for the investigation into who stole your personal information and placed this charge, we do not have a way to do that as they used all of your correct information and none of their own This is a case of identity/credit card theft and we just don't have a way to know who did thisI recommend that you follow up with your bank on this issue Please let me know if there is anything else we can do and we again apologize that this happened to you

Initial Business Response / [redacted] (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.

Hi, Thank you for your inquiry We apologize that you experienced such a long call time and we are working vigorously to remedy this situation due our high call volume I looked into your account and there is a note in the system from 04/noting that we have issued a pifor the product A representative called you on 04/to confirm that this was completed and left a voicemail indicating that the piwas submitted and the refund has been expedited This should reflect in 7-business days Thank you for your patience and understanding while we work to update and improve our systems! We value you as a customer and hope we made this right

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , although they gave me a refund which I was seekingThey didn't address the fact that these "several emails" they sent didn't specify that my crp order was changed(last minute)due the many technical issues r&f were facingAnd I did log in and double check my crp orderAlso it wasn't addressed the numberous emails I sent and numberous calls I made to customer service and several requests for a supervisor to call which he/she could have easily resolved if I was given all the correct info ( since each rep said they couldn't help me)Also I was promised a call back from supervisor within hrs of my request (no one called)Just to clarify the reason for the adhoc orders were due to the wrong crp order being sentBut each time I called in the rep said I would receive an email confirmation which I never got and every time a different rep said the other rep didn't do anything, hence the multiple ordersIf the r&f employees can't verify my orders, but to say they can't help and need to speak to a supervisor (which is never available) what am I (and consumers like me) to do? Please do not point blame on me (the consumer) when you don't give us anyway to resolve these issuesWith that said thank you so much for the refundHopefully, consumers like myself won't have to take this route and can resolve it the 1st time with the reps thank you Revdex.com [redacted] ***

Complaint: ***I am rejecting this response because I have yet to share my side with the Compliance Director and the fact remains they've had months to investigate my said Sponsor yet she's still running her business breaking many policies and proceduresI wasn't able to break policy and procedure by line switching and in return terminated my contractWhy does another Consultant have a different set of rules?! With what she did to me and continues to do to me it's sad that R+F would allow such behavior!Sincerely,*** *** ***

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. The company did not steal your information, but it looks like someone did obtain it and used it at Rodan + Fields. Due to the fact that the name, credit card, shipping/billing, and telephone all matched up, it did not seem suspicious. 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

Hi there,We are so sorry that this is the experience you had. Your account was cancelled on 08/28/and we refunded your card in the full amount of $

Hi,
Thank you for your inquiry. After looking into your account I can confirm that it was recently cancelled. You should have received a confirmation email regarding the cancellation, but in the event that you did not, we also sent you a personal email with the following
message:
"Greetings ***,
I wanted to reach out to you regarding your accountI want to confirm that your account has been cancelled with R+FI also apologize for the inconvenience and frustration this has caused you as it is not typical of Rodan+Fields, and we are sorry you had such a poor experience with usWe do our best to assure a positive customer experience and, in this case, we have failedWe hope that you accept our apology and are assured that we will use this as an opportunity to learn from our mistakes."
I hope that we have made this right and that you are satisfied with the outcome

Hi ***,
Thank you for this report. We are extremely sorry that this happened to you. When looking into your account I can see that your account was cancelled and all information was removed from our system. We have attempted multiple times to refund you the money, but it
bounces back because the bank is stating that you have already disputed it with them. Please let your bank know that they should either release this dispute so that we can refund you the money, or, in the alternative, contact your bank to let them know that this was a fraudulent charge made in your name and credit card and that the charges should be reversed. This was no fault of your own, and we would never tell the bank that you received the product and should be charged. You were unfortunately the victim of credit card theft and we are extremely sorry

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 4/3 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

Hi-
Thank you for sending in your concern. After looking into your account I can verify that you enrolled on 4/14 as stated with the Business Portfolio in the amount of $57.86. This order was originally processed in one of our systems and and refunded in another. Due to
a system error, the refund that we attempted to make on 5/31/did not go throughWe resubmitted this refund on 06/and show that it has indeed gone through. Since it was settled on 6/13, you should see it back in your account within 3-business days from that date. If you do not see this in your account please let us know so that we can cut a manual check. We are extremely sorry for this inconvenience and want to do everything we can to make this right

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

Hi,
This is completely unacceptable and I am so sorry that you had to go through this. In looking into your account, here is what I found: Your account was cancelled on 06/15/2017, but unfortunately the refund was done incorrectly by a former Sales Support Representative. Instead
of refunding the funds back to the original card it was done via check. Our team has reached out to get more information on the tracking of this check to make sure you have received it. Our full intention is to make this right and I am sorry that the refund has taken so long. I will reach out to you personally via the email you provided to make sure you have received the refund by now. Thank you

Complaint: ***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,*** ***

Hi,
I am very sorry to hear that you were the victim of credit card theft. Rodan + Fields did not obtain your personal information, but instead, someone who stole your information used it to purchase product with our company. We are very sorry that this happened to you and we are
committed to make this right. We have gone ahead and deleted all of your information from our system. Your dispute did not request a refund, so I am not sure if you already disputed it with your bank or not. Someone from our team will reach out to make sure that you receive all of your money back, whether it's through your bank or us. Thank you for reporting this and I am sincerely sorry for all of your trouble. We have also sent your case to our suspicious activity department for further investigation so that we can better prevent these types of incidents from happening

Complaint: ***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 refund. Sincerely,*** ***

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 05/16. 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

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!
*** ***

Dear *** *** ***:
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 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 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.***
Sincerely,
*** ***
Senior Compliance Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***