Rodan + Fields

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]

Hi,
Thank you for reaching out. I am so sorry to hear that you did not receive your refund for the lash boost.  You were unfortunately one of the few people who were negatively affected by our system challenges in May.  We have gone ahead and issued the refund, and this should reflect in...

your account in 3-5 business days.  Again, we apologize for the inconvenience and we assure you that this is not our typical business practice.  Please let us know should you need anything else.

Initial Business Response /* (1000, 5, 2015/08/11) */
Two refunds were issued; 7/29/15 in the amount of $133.92 and 7/13/15 in the amount of $136.62. the Customer's account has been cancelled in our system

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 expect the refund in the next 2 weeks or I will have to keep the complaint active. Sincerely, [redacted]

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 05/19 and overnighted it to a confirmed address, so you should be all set.  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 anything else.  I hope that we have 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. [redacted]

Hello,I have reached out to [redacted] to let her know our return policy does not accept partial returns or give out partial refunds. We can refund her for the order as she requested, however, we would need to recharge her for the items she still has.Please let us know if we can be of any more...

assistance.Thank you.

Initial Business Response /* (1000, 5, 2015/08/21) */
The kit was returned 30 days outside of our stated refund policy. There were products that were opened which are normally not available for refund. She has received a refund for $300 on Aug. 13 and $108 on Aug 10. We will issue a refund check...

for the kit she returned even though it was returned outside the policy. Please allow 3-4 weeks for the refund check to be issued from our home office. This account has been cancelled.

Initial Business Response /* (1000, 10, 2015/08/11) */
Order was delivered on 7/24/15 according to FEDEX tracking. Left at back door. Left voicemail to confirm that customer did in fact receive her order.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/12) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
You missed the point, yes my product was delivered. The complaint is that you billed me for product that had not shipped and at that time you did not know when it would ship, I want to see your billing process changed. Please do not charge my credit card before you ship to me.
Final Business Response /* (4000, 14, 2015/08/21) */
Our systems currently charge your credit card when the order is placed. When we are unable to process and ship the order within the service levels we have communicated to our customers, we reach out to them and offer an apology gift. In these situations, our customers may contact Sales Support at [redacted]@rodanandfields.com or XXX-XXX-XXXX to request a refund, but few rarely pursue that option. In the past, we have experienced relatively few instances of delayed shipping, but we have seen a recent spike in our business which has caused some delays while we ramp up to meet our current demand levels. Thank you so much for your patience as we quickly work to correct this. We are migrating to new systems that will allow us to charge credit cards at the time of shipping, as we have determined that this will better serve our goal of providing you with the best possible customer experience. Many thanks for your business. We value you and your feedback.

Initial Business Response /* (1000, 6, 2015/11/02) */
Our records indicate that we have attempted to refund [redacted] on 10/23/2015 and 11/2/2015 in the amount of $748.72. [redacted] has disputed the charge, not allowing us to refund her. Legally she will need to wait 60 days from the day she has dropped...

her dispute.
Please let us know if their is more information needed.
Thank you.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue of my refund in the amount of $748.72 has been an ongoing issue since my account has been closed out on 5 August (which has been over 3 months now). They have not provided any documentation stating their policy on refunds once a dispute has been made. They "conveniently" noted that I had to wait 60 days from the date my dispute was closed out. My dispute has been closed out for more than 60 days now.
Final Business Response /* (4000, 10, 2015/11/09) */
Our records indicate on October 23, 2015 [redacted] called in to advise that she cancelled the dispute on October 19, 2015. We were advised by our refund department they have to wait 60 days from that day to refund the order via credit card. Our records indicate a refund check was approved on 11/5. Checks can take up to 3-4 weeks to be received.
Please let us know if more information is needed.
Thank you.
Final Consumer Response /* (2000, 12, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If we receive a check in the mail in the amount of $748.72 within 3 to 4 weeks, then this dispute is settled.

Dear M[redacted]:
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 Preferred Customer (PC) account and it appears that you cancelled your account on...

9/6/16.  When you called our customer service support line, we informed you that PC account memberships are not cancelled simply by returning the product. Nonetheless, we did not receive the order you returned or a tracking number as proof of the return.  However, in our attempt to provide a satisfactory experience, we processed your refund request in the amount of $224.70.  Because your refund request was received and processed after 120 days from the order date for order #[redacted], the refund is provided via a paper check. 
The refund check was mailed to the address on your account, which lists [redacted] on 9/28/16. It appears that this address does not match the address you provided within your complaint.  The city and zip code are not the same.   
We apologize that you have not yet received the refund check that we mailed to the address on your account.  We have placed a stop order on the initial check that was sent and have reissued another refund check in the amount of $224.70.  This check was sent via FedEx today to the address you included within your complaint:
[redacted]
The tracking number is #[redacted] for your reference and it should arrive this week.  We will update your account with this address to ensure future communications, if any, are received by you.  We strive to provide excellent customer service and apologize we did not meet your expectations.  If you have any additional questions, please contact [redacted]
Sincerely,
[redacted]
Senior Compliance Manager

Hi [redacted],
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.  As for the second package that arrived, that was a free promotion so you were not charged anything.  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.

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]

Dear [redacted]:
Thank you for contacting us with your concerns.  I apologize for the inconvenience this may have caused you.  We are regretful of your experience. 
A member of our Sales Support team is trying to reach you to obtain additional information in order to...

help with your concern about a charge on your card.  Please contact our Sales Support member,[redacted], who has attempted to contact you, at ([redacted] or [redacted]
We hope to resolve this matter to your satisfaction.
 
Sincerely,
[redacted]
Senior Compliance Manager

Hi,
Thank you for reporting these issues.  After looking into your account, we have verified the charges that you mention and have sent you a check in the owed amount.  We apologize for the inconvenience and can assure you that these are not our typical business practices.  As for...

the Consultant behavior, we will address that separately and privately.  Thank you again for letting us know of your concerns so that we make them right.

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 this. I 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.

Complaint: [redacted]I am rejecting this response because: The information provided and recommendations made regarding my situation, were followed to the letter.  Furthermore, Rodan and Fields exchanged written communication with me several times in a single day, with three different employees, two of which were in a management position, and both provided conflicting information pertaining to the matter.  I am not satisfied with the continued generic response, one of which offers no true comfort that R+F holds themselves accountable for any potential residual consequences from this ordeal.  A consumer should be able to, at minimum, have a contact person in the compliance department, or legal department if they are not one in the same.  It is my belief that Rodan and Fields intentionally trains their employees to detour consumers from refunds by using non-traditional and unethical practices to defraud customers and/or consultants. Sincerely,[redacted]

Hi,
I am very sorry for your experience, and I can assure you that this is not our policy around refunds.  You were given correct information around our system issues, and I apologize that that resulted in a delay in your refund.  I looked into your account and see that you were...

refunded for $194.14 on 6/15, with settlement on 6/16. It takes about 5 business days after settlement to receive the refund, so you should have it by now, or within a few days.  Please let us know if this is not the case.  Again, my sincerest apologies for the delay in the refund.  I will also contact Sales Support to initiate an additional $10.00 refund for your troubles.

Complaint: [redacted]
I am rejecting this response because:  this is the same response I have received for 6 months.  The refund needs to be processed immediately. 
Sincerely,
[redacted]