Young Living Essential Oils, LC

I spoke with [redacted] regarding the lost package and at that point she had been helped with the refund of the order.  I did apologize about previous responses she had received and agreed that it should have been refunded immediately after confirming with the post office that the package was...

lost, and or a replacement set up, whichever she would have preferred.  She did offer some suggestions on how things could have been handled differently which I agreed with her and thanked her for those.  I also let her know that if a representative needed coaching to avoid another situation such as this, that we absolutely do, and will  take the time to do so.  I sent out a complimentary order to help with situation and followed up with [redacted] letting her know that it was scheduled to arrive today.  I have given her my contact info and let her know that she can reach me if she needs any help in the future.  I do consider this case resolved.Stephen [redacted] P[redacted]

I had spoken to [redacted] about the signed request that is required by all members if they want to cancel their account, and the though Young Living may be one of the few companies that require a signed request is due to legal reasons.  I let him know that I did understand his frustrations...

regarding the situation and asked if he could email me the request that he had previously sent and let him know everything that we required in order to cancel the account.  The account has been cancelled and I left a voice message letting him know and also left my personal contact info.,  because I would still like to talk to him and see if there is anything else that I might be able to help him with.  We do consider this case resolved but will try to reach him and make sure that everything is good.Stephen [redacted]

Dear Miss [redacted],
We are reaching out today regarding Report ID [redacted], in
which you express concern with the change to our Basic Starter Kit and its
product page on our website. We are very
sorry to have heard that we neglected to update the page's text indicating the
change in contents. We greatly
appreciate you bringing the issue to our attention, and have since correction
the information (found at https://www.youngliving.com/en_US/products/basic-starter-kit). In prior correspondence with Member Services,
we see an accommodation of Essential Rewards Points was made for our error in
having this displayed correctly. We are
also happy to send an order including the essential oil sample packets
that we do still carry, which are no longer in these kits. We invite you to contact us, regarding this
matter or any other, and consider this matter resolved

I confirmed that our Legal Department has contacted the complainant in regards to the charge mentioned with a response.

I communicated the urgency and assured the expedition of the deactivation of [redacted]'s account.  I also attempted login at www.youngliving.com for this account without a successful login, which also affirms deactivation of the account.Per [redacted]'s affirmation that deactivation of the account and removal of her information from the youngliving.com website, we see resolution having been brought to 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.
Thank You very much Ian for all your help and kindness in resolving this problem. I am very happy.
Sincerely,
[redacted]

After the rejection of the Revdex.com resolution from the member, via email time stamped Friday, 12/30/2016 12:50pm MST, I sent the following to [redacted] :"I'm
reaching out again today in an effort to assure you that I'm dedicated
to reaching a resolution with you to your problem.  It's become apparent
through our correspondence that our prior attempts at satisfying your
desired requests have not been successful.  Personally, I can definitely
understand the frustration you've had with your recent struggles with
us, and I would like to extend my apology for any perceived infractions
on our end so as to help imply the importance
that your situation holds.
Please allow me to rectify
the issue for you going forward so I can be sure that you've come away
from my interaction with you satisfied and feeling better about the
matter as a whole.  The initial Essential Rewards
Autoship order and the concessions offered by us in the past are clearly
not what you're expecting at this point.  Please understand that we
have communicated the urgency of the dilemma with our Member Services
Team, the agent you interacted with on the 18th
in particular, and that I am here for your benefit at this point. 
Again, I apologize for any dissatisfaction still harbored, and look
forward to your response so as to improve our relationship from here."I received no response from [redacted] to this email until Wednesday, 1/11/2017 11:30am MST, which read :"I
have responded to your email, and you still have not shown to me any
way that YL is offering to make up for the problems.  I would like to
have a solid, actual answer on this issue. "Via email time stamped Friday, 1/13/2017 12:48pm MST, I sent the following to [redacted] :"I
apologize for any disconnect in communication.  I had sent a response
on December 30th awaiting further instruction from you as to how best to
proceed from here to reach a satisfactory resolution for you, but
hadn't
had correspondence from you since.  Since my initial contact on December
21st, I maintain dedication to being here in order to helping in every
way available to me, and I had affirmed that I do understand that the
concessions offered from both the Chat Agent
and Chat Supervisor you spoke with were not of interest to you, though
they are obviously still available to you if that has changed.  I am
pleased to assist you in finalizing the resolution to your complaint,
though I need some direction from you on what is
an acceptable alternative, seeing as how the original offers on the 18th
(and my offer to help in processing the December Autoship) were not to
your liking."I am still awaiting a response from the member, as the offered concessions were declined, and the desired resolution listed on the Revdex.com site was for "I expect this company to step up and
actually care. They should be responsible for the actions of their
representatives and actually TRY to SHOW true remorse, SHOW that they
truly want to make amends in situations where they have dropped the
ball.", which we feel has transpired and was attempted.

Have attempted to reach out to see about helping to resolve this issue.  Left a voice mail with contact information and will continue to try and contact to seek resolution.Stephen P[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]

Have attempted to reach out to see about helping to resolve this issue. 
Left a voice mail with contact information and will continue to try and
contact to seek resolution.Stephen P[redacted]

Complaint ID [redacted] - The requested reversal of charges and refund was processed for these items as of 1/3/2017.  Our note/internal reference # is [redacted] for these changes.

When I initially spoke with [redacted] she did let me know that she had received everything that she had ordered and everything back ordered.  I gave her my contact info so that if she needed future help she could contact me at any time.  I am sending her a comp. order for her troubles which is...

in the process of being shipped but we do consider this case resolved after she does get the package.  Sincerely;Stephen P[redacted]

I contacted [redacted] to direct her to our Conduct/Education/Fraud Department so as to best assist her. Our Conduct Department has informed me that we are awaiting the Jenks Sheriff's Department, local authorities, to serve the complainant with alleged fraud charges, relating to accounts with Young...

Living.  I was instructed not to communicate directly with the complainant in regards to this due to the local authorities intervening.

Dear Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. After numerous email exchanges and multiple phone calls - and with the assistance of my credit card company - I have today officially received a refund for my purchase. I have never had a more infuriating or nonsensical experience with a customer service department, and I would say that Young Living's response here certainly glosses over aspects of how this was handled that caused me to very quickly lose trust in the company and file my first-ever Revdex.com complaint. Rather than re-hash the details, however, I am satisfied to receive my refund, consider the matter closed, and chalk this episode up as the online-shopping version of a bad burrito.
Sincerely,
[redacted]

was able to speak with [redacted] via email requesting  a complete credit card number and expiration date so accounting could refund the money.  She let me know that the card was cancelled but sent the info and accounting was able to refund it.  I let [redacted] know that the money was refunded...

but depending on her bank it could be up to 3-5 business days to see the money and even though the card was cancelled it would get back to her bank. I let her know that we considered this case resolved  but would be more than happy to call her when she was available, so just waiting for her response if she would like a call.Stephen P[redacted]

Have attempted to contact the member left a voice message and will continue to try and reach out.

I spoke with the member and was able to get her diffuser that  has been on back order for some time out to her and through in some surprise oils complimentary to help ease the situation.  Both [redacted] and I feel that we are in agreement that this case has been resolved.Stephen P[redacted]

We have applied the requested refund to the original form of payment and advised the member of the time frame for funds to be available.  We have applied a credit for return shipping for items to the account for use on future orders.We consider the matter resolved.

Did have the chance to speak with [redacted] and let her know that her that Young Living was aware and had been working on correcting the problem and apologized for the delay, but also let her know that she was correct in saying that It was a technical issue that was not her fault but Young...

Livings.  Members are not supposed to even have the option to process their order more than once, specifically to avoid problems like this.  Unfortunately a glitch occurred and [redacted]'s order processed five times, so no she is not at fault and the I.T. department is aware of the occurrence and trying to make sure that it doesn't happen again.  Did let [redacted] know that all of the orders had been refunded and that she wouldn't be penalized for something that wasn't her fault.  I am also sending her a complimentary order to help ease the frustration of what happened.  I will say in touch with her but consider the issue resolved.Stephen [redacted] P[redacted]

We have spoken with the member and apologized for the situation concerning her order.  This has been a recent issue that Young Living has been working to solve due to Fed Ex changing methods of shipping goods that may be considered dangerous/flammable goods.  The order in question was...

refunded in full the other day when we spoke with the member.  Once an order is refunded by Young Living it can  take the members banking institution several business days to post the funds to the account.  We had attempted to call and offer the member  compensation for her troubles but she asked to not be bothered so we shall respect her decision.  We consider this resolved.Stephen P[redacted]