Rodan + Fields

Initial Business Response /* (1000, 5, 2015/07/14) */
Our records indicate that *** *** is not a Rodan + Fields CustomerHer name and information do not appear in our systemAs her complaint mentions "Proactiv product" we believe that her complaint has been wrongfully directed to Rodan +
FieldsRodan + Fields has no involvement or affiliation with *** Corporation, the distributor of the Proavtiv-branded productsWhile Dr*** *** and Dr*** *** 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 serviceAs such, we request that this complaint be closed and removed from our profile

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, *** ***

Thank you for your comment. I apologize that you didn't have a good experience with R+F, and I hope I can change that. When you emailed Sales Support on 3/25 you were still eligible for the day right to cancelWhat the agent should have done was cancel the account,
advise you we would pick up the business kit after it’s received, and then expedite a refundUnfortunately, the agent that received and responded to your email is a newer agent in our office and missed the day right to cancel opportunity This is a coaching opportunity on our end that I will pass along to that agent’s supervisor so that this will not happen in the future. We sincerely apologize
As of 3/your account has been cancelled and refunded in full

Initial Business Response /* (1000, 5, 2016/01/20) */
We have contacted*** regarding this issueShe misread our Policies and Procedures stating that we do not honor partial returnsThis is stated in section 10c of our Policies and ProceduresWe have advised we do need all the products back in
order for us to issue her a refundWe have offered to get the items picked up so she did not have to send them back herselfShe denied this requestWe 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:pm, Stating they could not issue refund unless all components of Business Kit is returnedQuoting 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 doctorsFirst and foremost, we are physicians committed to healing our patients' skinWe stand behind our products, but most importantly, we stand behind you."
-***, M.D
We want you to be fully satisfied with every item that you purchase from Rodan + FieldsSo, if for any reason you are not completely satisfied, you may return the unused portion of the product within 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 deliveryPlease complete and enclose the Return Authorization Form located on the back of your Rodan + Fields invoice with your productsFull return instructions
For other questions regarding your order, please contact us at ***
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
***
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 in the Policies and Procedures
An e-mail notification will be sent once all items are received and processed
(c)Rodan & Fields, LLCAll Rights Reserved
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Contact Us
This Company has some real problems with call backs and clarity of instructionsThey now are offering a Fed Ex pickup for the used productsHave 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 backWe 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 herselfThe Consultant didn't include all of the information on the pageThere 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 companyAs of 02/02/they are to schedule a piof the used product and issue my refundHave not heard back from them since I responded with the address for pion 2/3/

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

Hi,
I will work with our Customer Care team to issue you the refund in the amount of $15.00. Thank you

Complaint: ***I am rejecting this response because:
I filed a complaint earlier about an eye cream & an AMP RollerThe issue with the eye cream was resolved quickly and exceeded my expectationsUnfortunately, it did not address the AMP Roller issueI replied to the email that was sent notifing me of the eye cream resolution, but it was not answered, just like my previous emails which prompted me to file a complaint in the first placeI just got a canned answer on how to use the AMP Roller instead of addressing the issue that the AMP Roller is defectiveAs I said before, I use all of the regimens and like them very muchThe products are great, I just which they had better customer service and perhaps an escalation department so that filing a complaint with the Revdex.com is not the only way to get a responseAgain, I have used the AMP Roller less than times and something has happened to make it just a flat rollerI am happy to send it in for inspection and would simply like replacementI do not wish for a refund as I really like their products and I've used almost every oneI was just going to mail it back with a note, but I read on the site? that if you do that, they simply throw it outI can't get a response from the company or a return authorizationAll I would like is a replacement for the AMP Roller
I would like a replacement for the defective AMP RollerI am happy to mail the defective one in for inspection if given a return authorization
They resolution part of my former complaint right awayI was sent an email notifying me of the resolution and the product was replaced right away and they included additional items and I received them within a day if two which completely exceeded my expectationsHowever the 2nd part of my complaint re:the AMP Roller was not addressed at allWhen I replied to the resolution email, I received no answerSo I suppose I have to file another one of these

Hi,I checked our records and it appears that this was an error with our system back in April. The issue has since been resolved and according to our Customer Care team, they have reached out several times to make sure that your information is removed, and that you are refunded properly.
Our records show that this is resolved and no further action is needed. I sincerely apologize for the inconvenience and trouble that this has caused you. Please feel free to reach out to Sales Support should you have any other issues in the future. We are here to help

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, *** ***

Hi ***,
We are extremely sorry that you were the victim of credit card theft. Rodan + Fields does not condone this behavior and the account and all information associated with the account has been deleted for your protection. I am still not understanding why you did not receive a
refund, so I am going to have a member of our Elite Sales Support Team reach out to you to make sure this is handled properly. We will of course refund you for this fraudulent purchase that was made without your consent. Please know that we take this activity extremely seriously and have strict filters in place to block suspicious activity. Unfortunately, in this instance, someone stole all of your personal information so we had no way of knowing this wasn't a real and valid purchase made by you. Again, we are so sorry this happened and I can assure you we will make this right. Thanks for your continued patience

Thank you for reporting this. We were able to submit and process your refund for the $189.74. This was completed on 04/and should reflect in your account in 7-business days. We attempted to stop the order from shipping out, but if you do receive it, please feel free to keep
the products at no charge. We apologize for the inconvenience we have caused and I hope that we have met your standards in terms of making this right. Thank you again for bringing this to our attention

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, *** ***

Hi,
Thank you for your report. You are correct that we have had longer than wait times due to some system issues that we worked diligently to correct. We are sorry that you had this experience with Rodan + Fields and we want to make this right. We have sent you a check in
the amount owed via overnight shipping and should arrive by the end of this week. We have also cancelled your account so that no further shipments are sent to you. Please feel free to keep any unreturned products -- you do not need to shio them back. Thank you for your continued patience, and we sincerely apologize for the inconvenience this has caused

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

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, *** ***

Hi ***,
Thank you for your recent report that you sent in to the Revdex.com. I want to let you know that I looked into the account this morning and made sure to delete all information associated with your husband’s name, the address on file, and all personal information associated with the
order number you provided, including the credit card. We have blacklisted all of this information as well so if anyone ever tries to use it again, it will be blocked.
I do want to let you know that this was not a fraudulent act on behalf of Rodan + Fields but rather an instance of credit card theft by an unknown individual who then used your information to purchase product from our company. We are extremely sorry that this happened to you and I am happy to see that the money has been refunded
Please let me know if there is anything else I can do to assist you in this matter. I have also followed up with you via your personal email listed in this complaint

Initial Business Response /* (1000, 8, 2015/09/23) */
Refund was processed on 9/8/This account has been cancelled in our system

Complaint: ***I am rejecting this response because: My bank account was sent into overdraft because of a "pending transaction" from your business in the amount of $which was expected to be completed on April I had to cancel my bank card in order to avoid that completionI also canceled my Rodan and Fields account to avoid completionOnly after canceling my bank card was this transaction voidedRodan and Fields keeps claiming that it has no knowledge of this transaction but it got put through anywayMy bank account was charged $for overdraft fees because of Rodan and Fields errorI do not believe they are being transparent here. Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI began the complaint as stated on the phone as soon as I hung up with the consultant rep, and didn't feel I was being heardI am glad that I have received 100% of the return for these productsI hope that there can be more transparency to consultants and customers in the future. Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI spoke with a representative from Rodan and Fields are they were extremely helpful in explaining the situationOn a side note they did let me keep the product and it is wonderful....best product I have found so far.
Thank you Rodan and Fields!
Sincerely, *** ***