Rodan + Fields

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.

Hi [redacted],
All of support emails and phone numbers are listed on the Rodan + Fields Website under "Contact Us."  There you can contact Sales Support and let me know you have a Compliance issue. They will then direct your concern to the Compliance Department.
We will also reach out and directly send you that information.  Thank you.

Final Consumer Response /* (2000, 6, 2015/07/30) */
Rodan and Fields have provided a reimbursement.

Dear [redacted],
We apologize for any inconvenience you may have experienced. We strive to provide excellent customer service and we are regretful that you did not have this experience. We reviewed your account purchases and our records reflect that we have refunded you for the products ordered on...

3/31/16 and 5/25/16. 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 2016.  We do not see any charges made on August 8, 2016.  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-
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 [redacted],
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 $140 so long as you send us a copy of your bank statement with all sensitive information blacked out.   The $442.00 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.

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 seeking. They 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 facing. And I did log in and double check my crp order. Also 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 24 hrs of my request (no one called). Just to clarify the reason for the adhoc orders were due to the wrong crp order being sent. But 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 orders. If 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 issues. With that said thank you so much for the refund. Hopefully, 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]

Hi there and thank you for raising your concern.  After looking into your account I see that a member of the Compliance Team has reached out to you in attempt to resolve this.  Based on the evidence provided and due to the fact that Rodan + Fields Consultants are Independent Contractors,...

we do not allow line switching except under aggregious circumstances which meet a standardized threshold. We do not permit line switching simply because individuals do not get along or block each other on social media.  While these are not best business practices and not something we coach to, we respect the rights of each Independent Consultant to operate their business how they want, so long as they are not violating the Policies & Procedures, or any laws or regulations.  The same rules apply to you as well.  You are free to work with other members of your team, or no one at all -- it is your choice.  The line switching policies are clear, so we will not allow you to switch teams given the evidence that was provided.  That being said, we don't want you to be unhappy so we will gladly reimburse you for your kit.  Compliance reached  out several days ago so that we could get that taken care of for you, but we have not heard back.
We will try again tomorrow and if we do not hear from you, I will take this letter as your desire to terminate and be refunded for your kit. 
I apologize that you were not satisfied with the team that you signed up on but we must apply our ruleS consistently and fairly across the board and there is not sufficient evidence to grant a line switch exception.

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 [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 09/07/2017 in the full amounts and we also refunded your two orders or Redefine and Lash Boost on 08/17 and 08/30 in...

full.  Again, please accept my sincerest apologies and I hope we have made this right for you.

Hi,
I am sorry that you experienced some challenges as we worked to update some of our systems.  An Elite Lead has reached out to you and verified that he has fixed your issues, and submitted a check refund in the amount due.   Please accept our sincerest apologies for this...

inconvenience and I hope that we have made this right for you.  If not, please reach out to the Elite Lead in Sales Support that you are working with so that he can expedite any remedies.  Thank you.

Hi,
Thank you for your report and for helping us to continually better our business.  After looking into your account, we are showing that we refunded you on 04/25/17 in the amount of $284.76.  I agree that you should have seen this reflected in your account by now as it typically takes...

7-10 business days.   Since you have not seen the refund hit your account, we have gone ahead and "re-pushed" the refund through our accounting and tech teams.  We have had some challenges with our systems lately, and unfortunately you may have been affected by this.  I can assure you that this is not how our normal return process operates, and we will do everything we can to make this right for you.  In addition to this note, I am going to personally email you so that you have a contact at Rodan + Fields should you need anything further.  Thank you again for raising this issue and for your continued patience.

hi,I have escalated this to our finance department, and a I will reach out to your personal email to give you details about a refund. I am so sorry for the inconvenience.

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.

Hi.  Thank you for submitting this report to us so that we can make this right for you!  As you mentioned in your report, Rodan + Fields has experienced some system challenges which has caused longer than normal wait times to reach someone in our Sales Support Department.  We quickly...

recognized this was an issue and have brought on additional resources to assist.  When looking into our records, we show that we issued you a refund on 04/25/17 at 12:32pm in the amount of $193.29.  It looks as though the refund may have bounced back to due a bank block.  We have escalated this issue to finance and have cut you a check in the amount of $195.95 -- it has been overnighted and you should receive it tomorrow; Monday at the latest.  Thank you for your patience and please keep any product that you still have as a token of our sincere apology for this inconvenience.  I certainly hope we have made this right.

Hi, we are so sorry this has happened to you. It appears you were a victim of credit card theft from someone outside of the company. We can assure you this is not a typical experience with Rodan+Fields. We will have a member of our Sales Support Team reach out to you to schedule a pickup of your...

Business Kit that you received.Thank you for bringing this to our attention

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 account. I have requested information as to what their investigation into the matter discovered and how  the alleged employee was reprimanded. I have asked their director of compliance[redacted], for assurance that proper action will be taken.Sincerely,[redacted]

Hi,
Thank you for bringing this to our attention.  I passed along this information to our customer care team on 04/10 and they reached out to you same day. Please note that this was not fraud or a mistake on behalf on Rodan + Fields, but credit card fraud from someone using your...

information.  We apologize for the inconvenience and are working to make this right.  Once we have a proper address, we will send you a check in the disputed amount.  Again, we apologize that this happened to you.

Initial Business Response /* (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 /* (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.

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 information. My fear is, in the upcoming months , if any residual problems were to develop i.e. Website 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]