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Business Profile

Skin Care

Rodan + Fields

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Rodan + Fields's headquarters and its corporate-owned locations. To view all corporate locations, see

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Rodan + Fields has 11 locations, listed below.

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    Customer Complaints Summary

    • 35 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:01/27/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date:01/15/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 01/27/2024

      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.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:12/26/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:09/15/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 you

      Business Response

      Date: 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

      Date:08/30/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 09/01/2023

      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

      Date:07/24/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:07/19/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:06/05/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:05/16/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date: 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 Answer

      Date: 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,

      *******************

    Rodan + Fields is BBB Accredited.

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