ComplaintsforArbonne International LLC

• Initial Complaint

  02/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Im not happy with the arbonne as I know its a pyramid scheme and theres lead in their products not advised to take per my doctor. Felt very pushed too try and buy and also to become consultant!

  

  Business response

  03/05/2024

  Thank you for reaching out regarding **************' complaint about her experience with Arbonne. Despite our efforts to address these concerns, we were unable to reach ************** as the phone number was invalid.
  
  We are sorry to hear Ms. *************** with Arbonne was less than optimal.  Arbonne does not formulate with or directly add heavy metals to its products, including lead.  This is expressly prohibited. All products, particularly those created with plant-derived or botanical ingredients, contain some minor level of heavy metals,which are naturally occurring in our environment, including in soil.Permissible levels of heavy metals are regulated, and are extremely low, and are typically measured in parts per million.  Arbonne tests its products to make sure that the presence of heavy metals (if any) falls within safe thresholds and to ensure they are at or below regulated limits. We rely on testing methods to ensure that each ingredient meets our quality standards,along with our finished goods testing, to validate that there are no detectable levels above the established safe threshold of any toxins or heavy metals.
  
  Furthermore, Arbonne is committed to the highest standards of ethical business practices. We are proud members of the ************************** (DSA) and strictly adhere to the Code of Ethics which exceeds the requirements of the law. Our compensation plan, known as the SuccessPlan, pays commissions based on legitimate product sales and does not involve payments for recruitment.  We sincerely regret the experience that ************* may have encountered.  We invite ************** to contact us with the names of any individual who may not have met our ethical standards to give us the opportunity to address the situation.
  
  For further assistance or clarification on any aspect of **************' complaint, please feel free to contact me directly at ************.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ive been ordering makeup from Arbonne for years and am a preferred customer. I got an email from ********************* Exec National ** that mentioned if you placed a $150 order in February you could get your re-enrolment fee for free ($29). I went online to reorder some translucent powder along with other items totaling over the $150 required. However I couldnt checkout because there was a note by the powder saying This product is currently unavailable. Please remove it from your cart to proceed. Since that is the item I am almost out of I decided to email customer service to see when it would be available. Since then, 8 days ago, I have sent 3 emails and made two phone calls explaining my problem and have not heard back from anyone. I emailed the ** and my personal Arbonne consultant to no avail. This is not my usual experience with Arbonne at all. Whats going on?!

  

  Business response

  02/27/2024

  Thank you for contacting us concerning the complaint filed by ************. Arbonne reached out to ************ on February 27, 2024, and assisted her with her order. We trust this resolves the complaint with the BBB. If you have any questions or need additional information to resolve Ms. ************ complaint and the BBBs satisfaction, I can be reached at ************.

  Customer response

  03/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an **************** with Arbonne. There are four products that are shipped to me on a monthly basis. Every month they send an email out a week before shipment to confirm I still want the products and advise me of the price being charged. On January 8, they sent an email advising they were charging me $200.75. A week later, on January 16, they sent me an email advising my order had been placed and they charged me $220.50. I called to find out the discrepancy between what they told me I would be charged and what they actually charged me. After a brief hold, the representative advised they had changed their prices the day before they placed my order, and thats why they charge me more. I told her if they wanted to charge that amount in the future, that was fine, but they did not send me any notices that my card would be charged something different or that prices were changing. I advised they needed to refund me the $21.75 difference. She asked to call me back, and when she did she said her supervisor declined my refund. I asked to speak to the supervisor. She told me she would put in a request and I would hear from someone in 24 to 48 hours. That was a week ago. They have not contacted me nor issued a refund to my card. I have contacted my bank to back charge the difference for me, but I have no doubt I am not the only person they overcharged.

  

  Business response

  01/31/2024

  Thank you for contacting us concerning the complaint filed by ********************. We contacted ******************** on January 30, ****, apologized for the discrepancy, and refunded Ms. ********* credit card for $21.75. We trust this resolves the complaint with the BBB. If you have any questions or need additional information to resolve Ms. ********* complaint and the BBBs satisfaction,I can be reached at ************.

  Customer response

  01/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They have refunded my credit card, apologized, and assured me they would look into the representative that created the issue in the first place. I am satisfied.
  
  Thank you,
  
  ***********************************
  
   
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of transaction was 12/29/23.The price was $37.45 and it was relating to a gift bag with items advertised as skincare(cleanser, moisturizer, masks) however, items received were opposite of that...items included, shampoo, conditioner and detox tea. There were three bags: "season of skin" "face the new year" "take the day off"I reached out for a refund/exchange, as items were not related to what was advertised in the option bag that I chose(season of skin), an attempt was made to get a refund/exchange, however, I was notified that it was not an option, even though that was not stated in the fine print related to returns/refunds. There was no resolution as ******* stated that the items were non refundable, unable to be returned due to it was a surprise bag-that was not stated at time of purchase. Rep mentioned that anything could have been in the bags because it was a gift bag....that was false advertisement, as there were options to choose from and the option that was selected, the items were not received. Order number: *********

  

  Business response

  01/10/2024

  Thank you for contacting us regarding the complaint filed by ********************. We reached out to ******************** on January 8, ****, and apologized for the incorrect bag she had received, and the incorrect information Arbonne customer care representative had provided. Since ******************** opted for Season of Skin, she should have received the bag that contained skincare products. We have sent her a replacement for the correct bag and refunded her credit card for $37.45. We trust this resolves the complaint with the BBB. If you have any questions or need additional information to resolve Ms. ********* complaint and the BBBs satisfaction, I can be reached directly at ************.
  

  Customer response

  01/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to place an order for products that I typically buy. My order reached a QV (qualifying value) amount of more than $500. When I was scrolling to find the checkout button I noticed a toggle that was not checked that said build for more. I was curious and toggled it to see what would happen. When I clicked it additional savings showed up. I was extremely upset knowing that had I not toggled that I would have checked out WITHOUT getting those savings that apparently I qualified for. I find this practice extremely deceptive. If I qualify for savings those should be offered up transparently not hidden behind a toggle that isnt intuitive.

  

  Business response

  08/01/2023

  Thank you for forwarding this concern to us.  We have contacted ******************** and explained that the software tool she utilized is intended to function as a coupon to aid our independent sellers in providing better service and promotional offerings to their customers.  We appreciate Ms. **************** and will add her concerns for consideration as we review new iterations of this program going forward. As a gesture of our appreciation for being a valued customer, we will be sending ******************** some complimentary products from Arbonne, and she has accepted our offer. We trust this resolves the complaint with the BBB. If you have any questions or need additional information to resolve ******************** complaint and the BBBs satisfaction, I can be reached directly at ************ 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got an e mail from the company telling me my account representative with Arbonne placed a ****** order on my credit card without my authorization I immediately called the company to see what was going on. Was told it would take approx 5 days to get my money back and they wouldnt allow me to use another account representative. After having 9 months left on my account that I have paid for they canceled it with no apology at all. Very poor handled situation. Lady that took my call could not help and supervisor was clueless

  

  Business response

  06/28/2023

  Thank you for contacting us regarding the complaint filed by *********************. Mr. ********** order has been cancelled, and a refund in the amount of $260.47 was processed on 6/21/2023.  Arbonne reached out to ********************* on 6/23/2023 and informed him that we would refund his Preferred Client registration fee of $30.96 and switched him to a different Arbonne Independent Consultant for future services. We will also be speaking to the Arbonne Independent Consultant who placed Mr. ********** order without his authorization.
  
  We trust this resolved the complaint with the BBB. If you have any questions or need additional information to resolve Mr. ********** complaint and the BBBs satisfaction, I can be directly reached at ************. 

  Customer response

  06/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid money to this business to start my own business as a consultant. This business is a multi level marketing scam aka pyramid scheme. I never made the amount of money I was promised from joining a team and desire to get the money back that I invested into this business

  

  Business response

  02/23/2023

  Thank you for contacting us concerning the complaint filed by ************************. Arbonne has reached out and apologized for the negative experience she had encountered in 2018. The complaint alleged that Arbonne is a pyramid scheme. We like to clarify the business operations undertaken by Arbonne. We are a direct selling organization that operates in the USA, and in various other jurisdictions.Arbonne is a member of the ************************** and upholds the highest standards of good practice that goes beyond the minimum requirements of the law to protect consumers and independent distributors. The Arbonne compensation plan is a standard, legal sales strategy that pays commissions to Independent Consultants on product sales, only. No payments are made for recruitment.  
  
  Arbonne trains our Independent Consultants to promote the business opportunity as an opportunity to earn supplemental income through product sales. We publish an income disclosure statement, annually, it is publicly available at ********************************************. This document serves to inform prospective Independent Consultants about Arbonne. We had asked ************************ to provide additional information for our investigation. Though we have not received supporting documentation, we did contact all parties involved in her business in 2018, we were informed no promissory earnings claims were made. Separately, we offered to refund *********************** for product purchased in 2018, she said she had discarded them. On February 3rd, Arbonne offered *********************** a small monetary settlement, via check, in an attempt to resolve this matter amicably. She requested the settlement to be paid to her credit card, which we cannot comply as this is a settlement, not a product refund. As of today, we have not heard from her. Our offer remains open, we invite *********************** to contact Arbonne to resume the conversation.
  
  We trust this resolves the complaint with the BBB. I can be reached at ************ for questions.

  Customer response

  03/01/2023

  Hello,

  
  

  I have heard back from the business, but they have been refusing to resolve the matter in a way I am comfortable with. I stated that I am currently only comfortable receiving a refund (which they agreed to) through a credit card refund or echeck, and they keep insisting that the refund can only be sent through a paper check, which I have repeatedly stated I am not comfortable with at this time. Any help that can be provided would be greatly appreciated. 

  
  

  Thank you,

  ****************************;

  

  Business response

  03/06/2023

  Thank you for contacting us concerning Ms. *********** response. We informed ************************ that this is not a refund but a settlement,and settlements must be paid by check. On Feb 14th, we informed *********************** that we could provide tracking information for the check to ease her concerns. We did not hear back from her.  Our offer remains open, *********************** may contact Arbonne to accept our offer, but it must be done in the form of a check, we simply cannot do this via credit card or e-check.  
  We trust this resolves the complaint with the BBB. I can be reached at ************ for questions.

• Initial Complaint

  01/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Please read reviews before buying from this company! SCAM! I should have learned my ****** the first time this company screwed me over. A few years ago I ordered over $400 worth of product to get the "free" special Mint chocolate protein mix. Only to find out that I had to order another order for them to ship my "free" item! A few weeks ago, I fell for this company again. I ordered the 30 day healhy living program. The same day after thinking about it, I emailed them to cancel my order. (you have to email them, you can't just cancel, even same day) Two days later I get a response that they would email the warehouse to stop the shipment and put in for a refund to hit my account 3-5 days later. It's been two weeks. No product, No refund. And once you cancel your "preferred customer" account, you can't log in to track anything, they lock you out. I have emailed multiple times about my refund, no response. Never again Arbonne, Never again!! And I will be spreading the word however I can. Hope my $200 was worth it. Order Date 12/24/2022 Cost $200

  

  Business response

  01/10/2023

  Thank you for contacting us regarding the complaint filed by **************. We refunded Ms. ****** credit card for $205.11 on December 27, 2022. We contacted ************** on January 9, 2023, and informed her of the refund and told her to check with her banking institution concerning the refund. ************** confirmed that she received the refund on December 27, 2022. We trust this resolves the complaint with the BBB. If you have any questions or need additional information to resolve Ms. ****** complaint and the BBBs satisfaction, I can be reached directly at ************.

  Customer response

  01/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  08/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They make this company seem like it isnt an MLM. They make you feel like you have to look a certain way and follow a certain belief to be any kind of successful. I honestly just want all of the money I invested with this biased company back..if I could get the time and years back, I would certainly do it. Scam of a company..and crappy of a company to cater to only a certain look of people..

  

  Business response

  08/12/2022

  Thank you for contacting us regarding the complaint filed by ********************. We made three attempts via email and voice message on August 4, 2022, August 8, 2022, and August 10, 2022, to reach ********************. To date, we have not heard back from her. We provided ******************** with information on our return policy. We trust this resolves the complaint with the BBB. If you have any questions or need additional information to resolve ********************' complaint and the BBBs satisfaction, I can be reached at ************.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two transactions on my bank account for the date of 5/23/2022. The charges are for ***** and ******. I have never purchased from this company and these charges were not authorized. I have filed a fraud charge with my bank. These charges need to be reversed.

  

  Business response

  05/24/2022

  Thank you for contacting us concerning the complaint filed by ******************. We contacted ****************** concerning the charges to her credit card and processed refunds for the two charges of $80.01 and ****** on May 24, 2022. We trust this resolves the complaint with the BBB. If you have any questions or need additional information to resolve Ms. ******** complaint and the BBBs satisfaction, I can be reached at ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩