ComplaintsforRodan + Fields

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company fraudulently charged my debit card $228! I have never heard of this company before and I went to go contact their customer service, and to little surprise, their customer service is closed early! How is this company able to obtain my information when *** never ordered anything from them nor even heard of this company? I am currently disputing the charge and will be seeking legal advice as according to other websites, this is a common occurrence from this business.

  

  Business response

  06/05/2023

  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 with the account and refund. 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

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an inccorrect item from this business. I ordered skincare and received hair care items. I called the business on 5/16/23 and spoke to *****. She informed me that I could keep the incorrect item as a gift and she would issue a refund. I never received anyh refund confirmation so I called the business again. I was told that the system was down that morning and ***** was not able to issue the refund. I spoke to a girl named ********* this time. She put me on hold to issue the refund and was unable to do so. So she transferred me to ***** in order protection and asked me to file a dispute with my bank for this charge. Im not sure why I am being given the run around. Please help me obtain my refund. Order **********

  

  Business response

  05/17/2023

  Hello, we are sorry to hear that you received the wrong items in your order. Please know we are looking into your refund request and a member form R+F will reach out to you shortly. We thank you for bringing this matter to our attention.  

  Customer response

  05/17/2023

   
  Complaint: 20067923
  
  I am rejecting this response because the refund should have been issued days ago. If you record your conversations you can verify that your employee ***** said a refund was being issued. 
  Sincerely,
  
  *******************

  

  Business response

  05/22/2023

  Hi, were sorry you have not received your refund for your order. We have checked our records, and you should receive the funds back into your account within 3-5 business days depending on your financial institution.We apologize for any inconvenience.

  Customer response

  05/23/2023

  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

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A purchase was made using my PayPal account on 5/2/2023. I did not make the purchase, did not authorize the purchase, do not know and never met the person whose name and address are stated as shipping name and address. I do not use Rodan and Fields and havent used their products in over 10 years. I would like a refund to be made to the form of original payment and for my Rodan and Fields account to be canceled.

  

  Business response

  05/03/2023

  Hello, we are so sorry to hear about your experience. Please know that a refund has been processed on 5/3/23. You should see this reflected on your statement within 5-7 business days, depending on your financial institution. Please also note, we have closed your account per your request. We thank you for bringing this matter to our attention.  

  Customer response

  05/03/2023

  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

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good morning,I made a purchase on 3/22/2023 and on 3/29 I noticed there was a site wide promotion from 3/28-3/30 for 20% off. I emailed customer service requesting a price adjustment since it had been less than a week since I made my purchase. **** replied to me on 3/30 stating that they could assist me with this, but I would have to return my items and re-purchase them. This did not make any sense to me as would have to pay shipping and return shipping to do so. I emailed back on 3/30 with my concerns about the doubled shipping costs and I received a response on 4/3 stating I would indeed have to pay for the shipping. Also, since the response did not arrive until 4/3, the promotion was over. I replied on 4/3 asking how this would now work since the promotion ended. I am only looking for the 20% (approx $43) returned to me since I made a purchase within days of a sale and my experience with customer service has not been a good one. I am a loyal customer and would expect a better experience with such a reputable company.Thank you.

  

  Business response

  04/11/2023

  Hello,we are sorry to hear about your experience. Please know, we were able to process an adjustment back to your credit card to reflect the sale pricing. You should receive a refund of the price adjustment within 3-5 business days depending on your financial institution. We thank you for bringing this matter to our attention.  

  Customer response

  04/11/2023

  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

  03/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 3 items from this company and the package was never delivered because they did not enter the correct address. The tracking shows that it was delivered back to the senders warehouse. I have called multiple times to ask for the where abouts of this package. I was told there is nothinhig they can do and I would have to dispute this charge. This makes no sense. I would like the BBB to step in and hep.Order # ********** Tracking # **** **** **** **** **** 64

  

  Business response

  04/06/2023

  Hello. Weve taken the time to review the records and found that the billing address associated with your order is connected to an abnormal number of claims alleging that the orders shipped to this address were not received with requests for full refunds. Please note that the number of alleged issues that have been reported linked to this address is atypical. We understand you asked for an immediate refund, however, our company protocol in these circumstances are that return to sender orders are only refunded once received at the warehouse. Our record indicates that the package was received at our warehouse on Friday, March 31st.A refund will be processed. 

  Customer response

  04/06/2023

   
  Complaint: 19857894
  
  I am rejecting this response because: I will close this out once I receive a refund. There are several residents living in this duplex. I should not have to deal with other customers orders. I am concerned with my order only. 
  
  Sincerely,
  
  *****************

  

  Business response

  04/12/2023

  Hello.Our accounting team confirmed that, since you had filed a chargeback with PayPal, our attempt to refund you did not process. Please note, your chargeback request was accepted, and you will likely receive the payment within 5-7 business days.

  Customer response

  04/15/2023

   
  Complaint: 19857894
  
  I am rejecting this response because the chargeback was a temporary credit. Once Rodan and Fields refunds me then my bank will close out the dispute. Why did it have to come to this? Why was I not refunded when I called in several times to your customer service???
  
  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/20/2022, Rodan & Fields charged $148.73 to the credit card on my account for their subscription. That credit card expired 9/2022. The details of the subscription charge clearly show that an expired credit card was used. When I contacted Rodan & Fields about this unauthorized/fraudulent charge, their customer service representative was not apologetic or concerned, she told me that their subscription is a pre-authorization to charge my credit card whether or not it's expired. She also said, "they would continue to charge my expired card until the bank denied the transaction." When I challenged the ethics of that practice, her response was that all subscription services do the same thing (so going along with everyone who is doing the wrong thing makes it right?). This is fraud and if it's true that "all other companies do the same thing", then Rodan & Fields should be a better example and do the right thing. I am waiting on a refund (back to the expired credit card).

  

  Business response

  01/24/2023

  Hello, we are so sorry to hear of your experience with Rodan + Fields. Please know, this is not a typical experience. We were able to issue you a refund on January 19th,2023. You should receive the refund within 3-5 business days depending on your financial institution. We thank you for bringing this matter to our attention.  

  Customer response

  01/24/2023

   
  Complaint: 18839940
  
  I am rejecting this response because: according to the customer service representative, fraudulently charging customers' expired credit cards is their standard practice.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I received a note from the post office stating I needed to pay postage on a package. I pay $9.35 to pick up said package. Low and behold, its from Rodan + Field. A company I have never heard of or ordered from. This prompts me to check my email and credit cards. Well, in the span of 16 days my credit card was charged $8,000+. I am baffled at the fact that this was allowed to happen. Multiple purchases, everyday for the EXACT same amount. I will be returning the package and filing a claim with my credit card company. Please check your statements for this company.

  

  Business response

  12/21/2022

  Hi, were so sorry to hear this has happened to you and for the inconvenience it may have caused. It appears you are a victim of credit card fraud from someone outside of Rodan +Fields. We were able to locate charges made to your card and have issued a refund for each charge. You should receive the funds within 3-5 business days.Additionally, the account that these charges were made on has been closed. We appreciate you bringing this to our attention.

  Customer response

  12/21/2022

  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

  12/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About two days ago I logged into my credit card account to check if a statement was available and noticed that my balance was far higher than it should have been. As I examined the most recent charges, along with pending charges I saw that there were a multitude charges from this company. Most were still pending, except for one that actually posted. There were a total of 4 charges, all ranging from $200-240. There was also one charge for Girl Scouts of America for $7 and some change. The latter charge was obviously the one the scammers used to test if the card actually worked. I contacted my bank and let them know about this and it appears that they've thankfully reversed the charges. After spending some time researching the company I came to learn that this isn't an isolated incident with them, but a repeated pattern of abuse. It's really not that surprising considering they're an MLM. What I'd like to see happen is my consumer information is completely removed from their systems, and a flag placed so that if my name ever pops up again, they will not allow a transaction to go through because even before this happened, I'd literally have no reason to ever buy anything from this company, and surely after reading that this is a frequent occurrence with them, I'd never give them my business. I'm honestly surprised that they haven't been sued by any state AG's yet. If this happens again I will make sure that I leverage my contact at my state AG's office to press this matter fully.

  

  Business response

  12/13/2022

  Hi, we are so sorry this has happened to you. It appears you are a victim of credit card fraud from someone outside of Rodan +Fields. We were able to locate the charges, and they were refunded in full on December 8, 2022. Please allow 3-5 business days for the funds to appear back into your account. Additionally, the account was closed on December 8, 2022.Thank you for bringing this to our attention.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company - that I have never heard of - somehow charged my credit card for $210.77.I have never bought anything from them and dont even know what they sell. I wonder how these people got in possession of my credit card data.

  

  Business response

  12/05/2022

  Hi, we are so sorry this has happened to you. Thank you for bringing this to our attention as Rodan + Fields takes matters such as this very seriously. It appears you are a victim of credit card fraud from someone outside of Rodan + Fields. We were able to locate the charge and refund it to you in the full amount, $210.77, on December 5, 2022. Please allow 3-5 business days for the funds to appear back into your account. Additionally, the account has been closed as of December 5, 2022. 

  Customer response

  12/05/2022

  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.
  

  In the meantime, a new charge from the same company totaling ****** appeared in my credit card transactions. I am confident that the company will also refund me for that one. 

  
  Sincerely,
  
  *************************

*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. ↩