Complaints

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

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Rodan + Fields has 11 locations, listed below.

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  Rodan + Fields

  3001 Bishop Dr Ste 450 San Ramon, CA 94583-5005

  
• 

  Rodan + Fields

  11501 Domain Dr Austin, TX 78758-3483

  
• 

  Rodan + Fields

  11501 Domain Dr Austin, TX 78758-3483

  
• 

  Rodan & Fields LLC

  22201 Oberg Rd STE 6 PMB 242 Chugiak, AK 99567-5423

• 

  Rodan and Fields

  Dallas, TX 75211

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.

• Initial Complaint

  Date:05/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/19/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date:12/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:12/01/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 - 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

  Date: 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 Answer

  Date: 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,
  
  *************************

• Initial Complaint

  Date:11/21/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered something from R+F back in March of this year but haven't placed an order since. It's now November 21, 2022 at 8pm. I am located in ********. This company allowed someone to log in to my Rodan and Fields account from across the country (********), change my shipping address, and place a $749.00 order without any confirmation or consent from me that it was a legit order or a legit change of mailing address. I am now out $749.00 on skincare that will be shipped to *******************************, ***************************************************** - who is not me nor have I ever heard of her. Reading over their policies, it seems they do not allow refunds but also don't do anything to protect from fraudulent orders happening. Extremely disappointed in this company and will absolutely never be purchasing from them again.

  

  Business Response

  Date: 11/28/2022

  Hi, we are sorry to hear of your experience. Our records confirm you spoke with our ************* Team who issued you a full refund on November 21, 2022. Please allow 3-5 business days before your funds are back into your account. Although you did not request that your account be closed, a member of our ************* Team will contact you to discuss.

• Initial Complaint

  Date:11/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The business started the process of shipping me over $200 worth of products by billing my credit card even though I had not authorized an order. Usually, they alert PC Perks customers that their discounted order is coming ready, and this prompts the customer to look in their pre-populated cart to adjust order as needed, or to cancel it. That did not happen this month. I ended up cancelling my membership BECAUSE they insist on having a credit card on file. Since I cant rely on them to secure the account by not automatically billing me for products I dont want this month, I find this business very risky to do business with. What I want is that they remove the requirement to hold a credit card on file for PC Perks members because they just start placing orders for customers without the customers authorization. This is SUCH a security violation!

  

  Business Response

  Date: 11/10/2022

  Hi, we are sorry to hear of your experience with Rodan + Fields and are sorry to hear you closed your Preferred Customer (PC) account.Before a PC account is created, the Terms and Condition of becoming a PC must be read and agreed to. Our records confirm you received and opened your courtesy email reminder on November 5, 2022. Due to system requirements, each individual must have at least one card on file at all times, however, Rodan +Fields does not place orders. Customers have the convenience of choosing the dates of their orders and have the option to delay an order if they wish to.For Customers who do not wish to have a replenishment order, we do offer Retail Customer accounts. We understand you were able to speak with our ************* team and were refunded on November 10, 2022, in the amount of $273.56. We appreciate you bringing this matter to our attention.

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 credit card was used to fraudulently make at least two purchases (so far) with Rodan + Fields. I have never personally opened an account with R+F and have never given them my credit card number or phone number. Someone has fraudulently opened an account, and was able to make an additional charge even after I notified my credit card company of the initial fraud, because R+F was able to update their payment system with my new number automatically, allowing the fraudster to make a repeat purchase. According to online forums and reviews, this is a common practice with R+F specifically and has been occurring for years. It appears the company has not taken any meaningful steps to prevent this from happening.

  

  Business Response

  Date: 11/08/2022

  Hi, were very sorry to hear this has happened to you. Our records show you were able to speak to a member of our ************* Team on November 4, 2022, and they were able to issue two refunds ($238.12 and $208.49). You should receive the funds back into your account within 3-5 business days. Additionally, the account was closed on November 4, 2022. We are sorry for any inconvenience and frustration this has caused. Thank you for bringing this to our attention.

  Customer Answer

  Date: 11/08/2022

  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,
  
  *******************