Rodan + Fields

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 received the refund on 05/05/Thank you. Sincerely, *** ***

Hi,
Thank you for reporting this to us so we can make it better for you!
After looking into your account I was able to confirm that your order was processed on 2/22/in the amount of $(Unblemish Regimen + PC Perks fee)This order was received in our warehouse on
4/21/There was a refund submitted on 4/27, and it can take up to 5-business days for you to see the funds back into your accountYou should be seeing this refund no later than May 8th, 2017. Thank you for your patience, and we are sorry that you were not happy with the product and that your refund took longer than expected. I hope that we have made this right for you

Initial Business Response /* (1000, 5, 2015/09/08) */
Mr*** was enrolled as a Consultant with Rodan and Fields on 7/27/The account was terminated on 8/01/after fraudulent information was found on the account
Mr*** attempted to contact Customer Support but was not able to get
through the phone lines as we were experiencing higher than call volumeMr*** sent an email to Customer Service to further discuss the matterHe received a response from one of representatives on 8/23/but he stated that it did not answer his questions
The Compliance Department contacted Mr*** on 8/27/after being made aware of his compliant to the Revdex.comMr*** was not available at the time we contacted him and a voicemail was left on the number provided in the Revdex.com complaintMr*** contacted a representative in the Compliance Department on 8/31/to discuss this matterMr*** stated that he had never heard of our company or the name of the person who he was fraudulently enrolled under or how our company obtained his credit card informationWe apologized to Mr*** for the inconvenience and advised him that we closed the account due to the fraudulent behavior on the account
Mr*** informed me that he has contacted his financial institution to dispute these chargesI advised Mr*** that I would contact the individual who the account was created under to get further informationHowever we did not receive a response for this individualMr*** was made aware of this information on 9/8/Mr*** was advised that his information has been removed from our systems and the address the products were shipped to has been flagged as fraudulent
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for reporting this
The good news is we were able to refund you in the amount of $1,which will be reflected in approximately 7-business days. A pihas been scheduled for 04/and the tracking number is ***. Unfortunately, we are not authorized to
give out any of *** personal information as that would be a breach on our end. We have submitted a report of this to our Compliance department and they will be looking into it and reaching out to the appropriate parties. Your credit card has been successfully removed from this account and we have left you a voicemail confirming. We apologize that this happened and I hope we have made this right. Thank you again for reporting this

Hi ***. I am deeply sorry for your experience and this is not how this should have been handled. If you were signed up without your knowledge, and if you did not consent to our Preferred Customer Terms and Conditions, we absolutely should refund you the $19.95. This was an
error by someone on the Sales Support team. We have since refunded you the $enrollment fee on 06/16/and this should be reflected in your account in 7-business days at the latestYour account has also been successfully cancelled

Initial Business Response /* (1000, 9, 2015/08/21) */
I cannot find this customer in our systemCan you please have her provide an e-mail address or phone number so that we can attempt to research her under different criteriaAlso,please have her verify spelling of her name
Initial Consumer
Rebuttal /* (3000, 11, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My name is spelled just like on this case *** *** and my email address that I used for proactive is ***@aol.com
Thank you
Final Business Response /* (4000, 13, 2015/09/04) */
CUSTOMER"S RESPONSE: My name is spelled just like on this case *** *** and my email address that I used for proactive is ***@aol.com
We are RODAN+FIELDS, not PROACTIVEThis name and e-mail address is not in our system
Final Consumer Response /* (2000, 15, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
In that case I apologizeMy search linked the two companies together

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 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. Your credit card information was also removed from our system. We will reach out to this Consultant to investigate what happened and take the proper disciplinary action if necessary. 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 anythig else. I hope that we have made this right for you

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: I am not sure how they contacted my bank if they deleted all my information. I need time to speak with my bank to see what account to give the company to reimburse the funds. If we could have a name of a responsible customer service representative. Perhaps I could connect the two parties and get this closed.Sincerely,[redacted]

Hi,
Thank you for bringing this to our attention.  After looking into your account, here is what we found: I was able to confirm that you were charged $221.00 for an order on 04/18 at 5:12pm.  This has been refunded on 04/26 and should take 5-7 days to reflect on your end depending on...

your bank.  As for the second charge of $221.00, this was placed on 02/17 and we do not show any record of you returning this order, thus no refund was processed.  In the interest of customer service, we will gladly allow you to keep the product, and your refund will be issued ASAP.  Thank you.

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 $1,063.46 which should be reflected in your account in 7-10 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.

Hi,
I am so sorry that you were not satisfied with the products and that your Customer experience was less than satisfactory.  I looked into your account and I am able to see that it was cancelled on 08/25/2017 per your request and you were refunded in full.  You should have received this...

by now, so please let us know if that is not the case.  Thank you for reporting this so that we can continue to strive for excellence.

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]

Hi [redacted].
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...

normal 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.  I did look up your account and saw that it was cancelled on 05/**/17 and that your refund was initiated on 05/**/2017 in the full amount of $320.20.  As a token of our apology, please feel free to keep the products and we will not send for a pick-up.  Thank you for your patience and understanding while we work 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 me. Sincerely, [redacted]

Hi [redacted],
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!

We continue to strive for excellence and deeply apologize that you were not able to resolve this issue with our Sales Support team.  As we grow, we are bringing in new talent and there seems to be a slight training gap which we have coached on.  This could have easily been resolved by contacting our Compliance Department who handles escalated matters and makes sure that everything is executed according to our Policies & Procedures.  We apologize again for your circumstance and we assure that this is an exception and not the norm.

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 already. We 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 system. We 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!

Initial Business Response /* (1000, 8, 2015/08/11) */
Our records indicate that 2 refunds were processed; one on 6/9/15 for $175.54 and a second on 7/7/15 $163.22. Left voicemail for customer to confirm she received the refunds.
Initial Consumer Rebuttal /* (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 card. This company took well over 30 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 card. This company does not live up to its policies and in turn, enters into less than satisfactory ethical business practices.