Rodan + Fields

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 5/9/2017 and to double check to make sure everything looked good/was updated.  Perhaps...

you missed this email.  You were charged on 5/9/2017 in the amount of $133.68 for your CRP order. We did refund you $122.86 on 5/16 (the price less shipping). You were charged again on 5/12 in the amount of $155.28 as you called in and placed an hoc order.  Another charged occurred on 5/15 in the amount of $151.16 (another ad hoc order that you called in). We have verification that the orders were shipped out and delivered to you.  The order from 5/15 shows delivered on 5/18.
That being said, we have cut a check in the full amount requested and overnighted it to you on 05/19.  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.

Initial Business Response /* (1000, 6, 2015/09/23) */
Customer received additional refund of $59.40 on 9/10/15. The March order was returned in July which is outside of our 60 Day Satisfaction Guarantee.
Initial Consumer Rebuttal /* (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 them. Additionally, I can provide copies of all of my communication with Rodan & Fields - R&F NEVER asserted that my products were returned outside the return period. I 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 $59.40 on 9/10/2015. That leaves a balance due to me of $259.05. Below is a record of the transactions:
March 19th - $253.55 charge to my credit card
May 19th - $253.55 charge to my credit card
July 19th - $253.55 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 - $259.05

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

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. I hope to see it in my account soon and will write again if it's not, thanks so much. 
Sincerely, [redacted]

Hi,
Thank you for your report.  Your observations and comments helps us to become a better company. 
After looking into your account I was able to confirm we did issue a refund for $286.01 on April 27, 2017 at 8:08am. This could take 5-7  business days for it to show up in...

your account. I also cancelled the PC Perks account per your request, and you should receive a confirmation email shortly.
 
Thank you again and I sincerely hope we made this right for you.

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]

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]

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 below. For 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 return. I 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 punished. Working 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 her. Yet, 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 issue. I 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 with. I've short of begged to speak with someone!!! 
 
As for reimbursing my business kit, I will gladly go this route. However, I have zero correspondence of their agreement to this. Per their P+P Business Kits are reimbursed only within 60 and valuable only with what is returned. I'm past those 60 days and I have no unused product to return. I 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 $750.60 is unacceptable. Once I receive a refund I hold my word that I will send in my termination papers effective immediately. Not they terminating me. I did nothing wrong! 
Until I have this agreement, with the monetary reimbursement of $750.60 I will not accept this agreement. I 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 matter. I 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!

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]

Initial Business Response /* (1000, 8, 2015/10/13) */
Our records indicate at 7:50am PDT on 9/24/15 we issued a refund for $165.85. We also sent out appeasements to [redacted] on 9/24.

My first name is [redacted].

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 $287.39 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 normal 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!

Hi,
Based on our records, you do not have an account with Rodan + Fields.  We have reached out several times, but we cannot provide a replacement product to someone who is not a Customer or Consultant.  It appears that you may have purchased this product directly from a Consultant but when we reached out to get the name of the Consultant so that we can make this right, you were not willing to provide the name.  We are doing all we can to try and remedy this situation, but without more information, we cannot ship a new product to someone who does not have an account with us nor any record of purchase.  We absolutely stand by all of our products and would gladly replace the AMP roller so please reach out to Customer Care when you are ready to provide the pertinent information so that we can resolve this issue.

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. However, my concern is why did not a direct call to customer service and 2 follow up emails or get the same result? Why did it take escalating to the Revdex.com and law enforcement to get an answer? Unacceptable way to do business. All beware.Sincerely, [redacted]

Initial Business Response /* (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.

Complaint: [redacted]I am rejecting this response because:
your site does not list it takes 2 business days to process. So you are absolutely right it is deceiving at best. The customer service is horrible as well. I would like the shipping cost refunded since I paid extra to receive my product quicker and it still took  a week to receive. A refund of the shipping cost is what I requested when I called your awful customer service and that is the only option that will make the situation right.
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 me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/11/11) */
Our warehouse indicated not everything was returned. Issued a refund in the amount $427.59 on 11/11/2015 per [redacted]'s word of returning all of the products. The refund should process back into her account in 24-48 business hours.
Please let...

us know if you need additional information.
Thank you.

Initial Business Response /* (1000, 5, 2015/12/07) */
Our records indicate [redacted]'s order XXXXXXXX was charged because she was on our replenishment program. We received her order on 11/25, and we have expedited a refund for the amount of $120.57 on 12/7.
Please let us know if you're needing any...

further assistance.
Thank you,
Rodan+Fields
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
Good morning [redacted],
Thank you so much. It's especially disappointing because I am sure they do have tracking of packages that come back to the ware house, where they enter data on sender of package. That would be normal to see...I've worked in healthcare for years, and worked outside of health care too for a couple of years where I saw that all shipments arriving to a company had data entered on where it came from...so I'm certain they do have my package, and if there are errors, it is not my fault as I followed what I was told to do by their own staff. If it were under $100 I would still be disappointed but less so. This is $120...it's a little too much for me to not attempt to have them do the right thing as this is not my fault. If it were, that would be different in my opinion.
Thank you so much...it's also not fun to see from a company in San Francisco...I used to live and work there and thought it was good to encourage someone from my old area.
[redacted]
Final Business Response /* (4000, 9, 2015/12/16) */
Hello,
Our records indicate [redacted] enrolled as a PC with bi-monthly charges authorizing us to charge her credit card every 60 days. A refund has processed on 12/7 in the amount of $120.57.
Please let us know if we can be of any more assistance.
Thank you.
Final Consumer Response /* (3000, 15, 2016/01/05) */
Hello [redacted],
I wanted to alert you that though they mentioned a refund would be processed within 5-7 business days, we are on day 8 and I see nothing yet. I've emailed them and have not heard back yet.
What do you recommend?
Thank you so much and merry Christmas
[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 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.  We have overnighted you a check in the outstanding amount of 244.29.  Again, we apologize for the trouble this has caused and hope that we have made this right for you.