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Complaint Details
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Initial Complaint
05/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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.Initial Complaint
02/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been purchasing the Rodan and Fields lash boost lash serum for a couple years now. The last serum that I purchased was around November December 2023 and unfortunately I have not seen any improvement in my lashes like I had the last couple of years and I have been using it. Typically I notice improvement within the first 3 to 4 weeks and my lashes have remained the same since putting the serum on the nightly. I have paid around $140 for it is frustrating do you not see any improvement when I have in the past thats why I kept buying the product. Thank you for taking the time to read this I would love to know what can be done because I want to keep using this product. ***********************Business response
03/06/2024
Hi, were so sorry to hear of your experience. Our records indicate you were not able to speak to a member of our ************* team or Product Specialists yet regarding this matter. We will have a member reach out to you shortly to assist you with your product. We appreciate you bringing this to our attention.Initial Complaint
01/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have had 3-4 occurrences when under business with them where VARO Bank and Bayfu Orphanage have intercepted my money as a consultant. I literally had to cut them off at the source and freeze my credit. I had restocked completely and was about to launch another campaign then suddenly I had student loans in my name, credit cards and more. Im writing this for ************* am going to look into class action as Ive been met with nothing but hostility from this institution including telling me they wouldnt cancel my account. Verbatim.Business response
03/14/2024
Thank you for bringing this to our attention. This does not appear to be a matter that involves Rodan + Fields (R+F). We are not familiar with either VARO Bank or Bayfu Orphanage. Pursuant to your request, your account has been closed. We are happy to speak with you further to attempt to resolve any other outstanding issues.Customer response
03/15/2024
Complaint: 21207629
I am rejecting this response because:
this company owes me money. They s*** my website down 3 times and stole money. VARO bank did in-fact infiltrate them because my phone was stolen & cloned and thats how a false email was made. You all need to choose to be human and call me. I wont accept anything less. As I get my health stuff scheduled I believe its just time to go ahead and get an attorney. This company is repulsive. I am utterly disgusted. No wonder you dont allow ****** reviews of the company itself.
Sincerely,
***************************Initial Complaint
01/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
My last order with R&F was 4 or 5 years ago, I thought my account was cancelled and recently started getting emails about an order ready to ship but I had to update the card on file. I never updated the card on file, and last night R&F attempted to charge my card $300.40. My bank alerted me, I filed a fraud claim and am waiting. This is a new level of scamming!!! How did they charge a card I never updated?Business response
01/26/2024
Hi, were sorry to hear of your experience with R+F. Our records indicate when you enrolled in 2020, you enrolled in the ** Perks Program which includes an auto-charge flexible subscription program. After searching your account, it appears an order was scheduled to be sent to you on January 15, ****. Although the card was not updated, our system attempted to process the card on file because you enrolled in the subscription program. Your card failed to process, and no charge was made. We can confirm your account was closed on January 15, ****. Were sorry for any confusion and inconvenience this has caused you. Thank you for bringing this to our attention.Customer response
01/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
12/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
After over three years since my last order with Rodan and Fields, I was charged $100.58 on my CC for an order I did not submit.Business response
01/03/2024
Dear *****, we are sorry to hear an order processed that you did not want. We understand you already spoke with one of our representatives. A refund in the full amount has been issued, and you should see the funds back into your account within 3-5 business days depending on your financial institution.Thank you for bringing this to our attention.Initial Complaint
09/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello,I made a purchase from R+F back in July. The product was not up to my standard so I sent it back using the label created by R+F. The order number is ********** This item was sent back on August 30th. As of right now it has been sitting at a facility in **************** **** since September 8th. The refund will not even process for 15 days after the item is received by you all. This is not acceptable. It isnt my fault that the **** has not moved the item. I am asking for the full refund as I do not have another month to wait for that $200+ refund. Thank youBusiness response
09/25/2023
Hi, we are so sorry to hear of your experience and that the product was not up to your standard. Our standard return timeframe is up to 15 business days from the day we receive the item(s) back at our warehouse. We can confirm you were refunded on September 18, 2023, in the amount of $200.33. If you have not received your refund yet, you should receive the refund by September 25, 2023, depending on your financial institution. We apologize for any inconvenience and appreciate you bringing this to our attention.Initial Complaint
08/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went on my account today, to place another order. I also needed to update my address. I went to my address to edit it and it wouldnt let me do it online, which I have done before. The website said I had to call the phone number listed. I called it but my phone carrier wouldnt let me because it was an international number? So I manually dialed it and it went through. However, someone named ****** answered and asked for my email so he could pull up my account. He said he was sending a code to my email and for me to tell him the code so he could have access to my account. This seemed fishy so I fibbed and said I didnt see it and so he said he would resend it and asked for my address while we waited. I just told him nevermind and hung up. I went to place the order anyway, as the old address was a family members so it was okay, and a notice popped up saying there was fraudulent activity or something and to call the number again. I think something is going on and the companys website possibly got hacked. I didnt know how to report so I figured this might do?Business response
09/01/2023
Hi, were so sorry to hear of your experience. Please know, this is not a typical experience with R+F. Our records indicate the agent that assisted you is affiliated with R+F. We understand you would still like to have your account updated, and we will have a member of our ************* Team reach out to you for further assistance and walk you through how to update your account information. We apologize for any inconvenience and appreciate you bringing this to our attention.Customer response
09/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******************Initial Complaint
07/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I place an order with Rodan & Fields. Order ********** and it was never delivered and was returned to shipper. I called them and they offered to reship it to me Order ********** and this was also retuned back to the sender. I am unsure if they are shipping it to the incorrect address or if there is an issue with the shipping company they are using. On 7/24/23 I called Rodan and Fields to ask where my package was and I was informed that it was returned back to them. I asked them to refund me and they transferred me to the order fraud ***** I spoke to **** and he assigned me case # ********. He said I would be refunded in a few minutes but I have not seen a refund as of now.Business response
07/28/2023
Hello, we are so sorry to hear about your experience with Rodan and Fields. Please know this is not a typical experience.Our records indicate a member of our ************* team was able to assist you and processed a refund of $365.02 on July 25th. You should see your refund within 3-5 business days depending on your financial institution. Thank you for bringing this matter to our attention.Initial Complaint
07/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
May 25th I called Rodan and Fields to return a shampoo set that made my scalp break out. The representatives keep transferring me to the wrong people and I was getting hung up on. I finally got it handled and requested they close my account. Inwas read the disclaimer. Almost 2 months later I recieved an email that they were shipping another set, I recieved no email from them warning me this was happening which is customary with companies. I called and they said it was to late to cancel. The money came out today and inwas given no notice so how could I cancel? They said I have to wait until I recieve the order before I can call back to get a refund which will add on another week. It's $120 and I am trying to move which is incredibly expensive so that $120 is important. I feel like they can stop the should stop the process, it hasn't even been pulled yet just posted. They gave me the run around back in May which is why I cancelled my whole membership.Business response
07/28/2023
Hello, we are so sorry to hear about your experience with Rodan and Fields. Please know this is not a typical experience. Our records indicate a member of our ************* team was able to assist you and processed a refund of $118.92 on July 25th. You should see your refund within 3-5 business days depending on your financial institution. Thank you for bringing this matter to our attention.
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Customer Complaints Summary
33 total complaints in the last 3 years.
10 complaints closed in the last 12 months.