Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They withdrew money from my ****** account and cant tell me why. I called them and had to leave a message. Received a call the next day. Stated that I didnt order from them and never received the funds. ****** said they did .

  

  Business response

  01/03/2025

  Hi, were sorry to hear of your experience with Rodan +Fields. Our records indicate you were able to speak with our ************* Team on December 20, 2024, about your flexible subscription order on your secondary account. On December 24, 2024, a refund in the amount of $64.68 was submitted back to your ****** account. Additionally, a member of Rodan + Fields left a voicemail for you on January 3, 2025, to discuss this further. If you have any questions, please let us know. Thank you for bringing this to our attention.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 22 my consultant account with ********************** was cancelled by the Company. They claim it was because I did not pay to renew my membership. I never received a renewal notice, and I also never received any communication about the cancellation. I have been a consultant since 2015 and receive several communications from them a month. My email has not changed, so there is no reason for me to not have received the notifications.

  

  Business response

  12/20/2024

  Hi, we're sorry to hear of your experience with your account. We will a member of our *** team reach out to you regarding this matter. Thank you for bringing this to our attention.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I thought my subscription had been canceled. It was not. So when I automatically received the rodan and fields box I called they sent me a return label and said I would get a refund in a couple of weeks. I mailed the package on November 1. I have the receipt. The tracking number states the package was received on November 4th. I have made MULTIPLE attempts to call them by phone. I have spent significant time on the phone- automated- no one answers. I still have not received my refund. They owe me $ ******. I have not be refunded and have NOT be able to get in touch with anyone. I dont know what to do.

  

  Business response

  11/26/2024

  Hello, were sorry to hear about your recent experience with Rodan + Fields. We understand how frustrating this situation must have been and appreciate you reaching out. Our records show that you spoke with our ************* team on October 30, 2024, and November *******, regarding your order. Per your request, during your conversation on October 30th, your account was closed. *** issued a full refund of $204.36 on November 25, 2024. Depending on your financial institution, the refund should reflect in your account in the next 3-5 business days. Thank you for bringing this to our attention. If you have any further questions or concerns, please dont hesitate to contact us. We value your feedback and are committed to improving the customer experience.

  Customer response

  11/27/2024

  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.
  

   

  yes, they refunded my money after they saw the complaint filed.  Thank you. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a purchase from this company over 3 years ago and without my permission they started charging my account this month. My card was previously replaced and so the charge was not processed. However, they are fraudulently attempting to charge me,as I have had no contact with them for years.

  

  Business response

  11/26/2024

  Hello, we sincerely apologize for any inconvenience caused by your recent experience. According to our records, you were enrolled as a Preferred Customer (PC), which includes participation in our auto-charge flexible subscription program for Rodan +Fields products. Please be advised that your PC account has been closed as of November 25, 2024. No further attempts will be made to charge your card. We appreciate you bringing this matter to our attention and value your feedback.If you have any additional questions or concerns, please let us know. 

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have mailed an item to be returned and refunded and have not gotten an acknowledgement and cant reach anyone on the phone or on chat to get and ETA of my refund.

  

  Business response

  11/22/2024

  Hi, we are sorry to hear of your experience with your return.After looking into this further, a refund was issued on November 22, 2024, in the full amount of $202.23. You should receive the funds back into your account within 3-5 business days, depending on your financial institution. We appreciate you bringing this to our attention. 

• Initial Complaint

  11/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was formerly a consultant and realized that my account had been closed because I thought my renewal fee would automatically drafts as is usually does and my email account filtered out all of the emails regarding the details of the transition to the new business model. My account was deleted after 7 loyal years being a consultant member of the company over not seeing the emails to pay $9.99 to keep my account due to an email filtering algorithm that is outside of my control. The company was unwilling to work with me to help me when I called in wanting to remedy the situation. The company opened up to consultants in 2007 and I joined in 2017, so if this is how they treat someone who has been a customer and consultant for almost half the time they have been in business this way, I cant imagine how they treat the average customer. Brand loyalty means nothing to them because they will drop you over $9.99.

  

  Business response

  11/22/2024

  Hi, we're sorry to hear of this. While under no legal obligation to do so, as a courtesy, we have reinstated your account. We had a member of the *** team reach out to you to assist. 
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a consultant with *** for many, many years. I would approximate a decade, or more. I have always renewed my consultant position yearly. My renewal date is Jan 25, 2025. I did renew on Dec 30th, 2023 for another year. The same day I received the email of acknowledgment that I was up for renewal, as I always did. I tried to order product on Oct 2nd and I was notified that my account no longer existed. I wrote sales support and they said to clear my cashe. I did without solution. I was in the midst of moving so I forgot about ordering. I went to order again on Oct 18 and called customer support for assistance. I was informed on the phone that my account no longer existed as I did not renew my consultant account. I told the girl on the phone that I had done this on Dec 30th of 2023 and wasnt up for renewal and I had email proof. She kept insisting that I did not agree to keep my consultant status. She told me that I was supposed to do this between July and September because they sold the company to someone else and I had disregarded the email. I argued and fought for an hour as I did not receive this email. If I had, I would have simply clicked it and renewed. She looked into my account and told me that I had opted out of emails from head office in Oct 22 so I didnt receive the email I needed to receive. I told her I wanted to speak to a supervisor and after arguing she put me on with someone. The supervisor told me she would call me back on Tuesday (the 22nd) with a resolution. She told me that I couldnt have my account back as it was deleted but she understood my situation and they would find a solution such as giving me another account with consultant status. However, she did not sound like she had any intention to call me back and just wanted me off the phone, as I had been arguing for the past hour+. I have yet to receive a phone call and I do not believe I will. I am not going to pay $700 to become a consultant again. Please, help!

  

  Business response

  11/06/2024

  Hi, we're sorry to hear of your experience with your account. We will a member of our *** team reach out to you regarding this matter. Thank you for bringing this to our attention.

  Customer response

  11/08/2024

  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.
  
  Sincerely,
  
  ******** ******

   

  Hello! I am happy to confirm that they have reinstated my account. The person who called was very helpful and kind. I am very happy with this outcome! Thank you for your help! 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rodan and Fields processed a cancelled order without my knowledge on an expired debit card. I received notification of the charge at 6am EST and called the offices as soon as they were openI waited on hold for over 36 minutes only to learn that my order was already "processed" so they would not refund me. The only option was to use a shipping label and return the $195 worth of product. I had to request for my shipping label to be free. I am not confident that my return shipping will be free, and expect my refund to have a $7 deduction. I am uphauled at the predaroty business practices of this company for purposefully charging a card that was expired.

  

  Business response

  09/20/2024

  Hi, were so sorry to hear of your experience. We have reviewed your account and were able to submit a full refund for your order. You should receive the funds back into your account within 3-5 business days depending on your financial institution. Additionally, your account was closed on September 19th, 2024. Thank you for bringing this to our attention.

  Customer response

  09/21/2024

  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have never heard of this company before today. I was hit with 3 attempted charges on my bank account. The first two stuck, but my bank blocked the third for suspected fraudulent behavior.I had a $900+ charge and a $660+ charge hit my account at the same time, and a third attempt for $630+. Obviously, I reported this to my bank and changed every password I have. After doing some research, it appears that this is incredibly common with this company. Their social media is full of obviously paid for engagement with the same 3-4 recycled comments all over the place.This place looks like it operates as a pyramid scheme, but it appears to get the bulk of it's capital by committing fraud against random people. Just a simple ****** search showed me hundreds upon hundreds of other people experiencing this same issue. This "company" needs to be shut down.

  

  Business response

  05/30/2024

  Hi ******, we are sorry to hear you were a victim of fraud.We would certainly like to help you resolve this matter. We have attempted to reach you by phone on May 28th, 2024, at 10:17am PST and left you a voicemail.We also followed up our call with an email that same day but have not heard back from you. Please respond to our email or give us a call back so we may further assist you. Thank you again for bringing this to our attention.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened an account with **********************+Fields a few years ago. Yesterday I went to order something but I was repeatedly told by the site that my credit card was not working. I tried to remove my credit card but received the message that I could not remove my credit card. Later in the evening I was contacted by my credit card company that there were six fraudulent charges using this credit card at Rodan+Fields. I've been trying to contact Rodan+Fields but can not reach them online or by phone. I would like my account permanently closed as I think their website has been hacked and my credit card was fraudulently used. I also notified my credit card company. I just want all the charges refunded, there were six charges all for $43.97 for a total of $263.82. None of this appeared on my account but my credit card company flagged it as suspicious. Rodan+Fields should no longer be in business given their reckless and hacked webiste that is still up and running. Please have them shut my account and delete my credit card from their system and refund the money that was fraudulently charged on my credit card. Thank you!

  

  Business response

  05/03/2024

  Hi, were so sorry to hear of your experience with the Rodan + Fields website. Please know this is not a typical experience and we appreciate you bringing it to our attention. After reviewing your account records, we noticed you had three failed attempts to place an order on your card ending in 2007. The reason your card was declined was because the billing and shipping addresses didnt match. Fortunately, our records support what your credit card statement shows, and that is that the attempted charges were not charged to your card ending in 2007, albeit flagged by your financial institution. As were sure you can appreciate, since your card was not actually charged, we will not be able to issue a refund. Per your request, your account was closed May 2, 2024.  

*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. ↩