Complaints

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:02/19/2025

  Type:Sales and Advertising 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.

  Check your credit cards! My husband thought Monat had a monthly charge because our credit card statement has had a monthly charging dating as far back as 1/19/24 for $101.67 or $106.67. Mind you, this is as far back as our online statement to go. Monat has fraudulently charged our account for over $1,000 with no product shipped aka flex ship. My last legit order was in July per my market partner. That was on another card. I cant access my account online anymore. It says it has not been approved

  Business Response

  Date: 02/20/2025

  Hello *********, 
  
  Thanks for taking the time to contact the Better Business Bureau with your concerns.  We have verified you are enrolled as a Market Partner. 
  
  Your acount is currently suspended due to non-payment of the renewal fee in 2024. This is the reason you do not have access to your account. 
  
  We are not able to locate a charge with the information provided on the screenshots. Will you provide the first 6 digits of the card used? 
  
  This will ensure we are able to proceed with a thorough review. 
  
  We hope to hear from you soon.
  
  Warm Regards,
  
  MONAT Support

• Initial Complaint

  Date:02/06/2025

  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.

  11/27/2018 - It took me so many years to file a complaint with this company because I could not find the email up until now and I had already tried to contact them years ago. - This company charged me $258.22 - They claimed they would refund me 80-90% of my money, if I sent them back everything in resalable condition, which I did, minus one item that I did forget to add in, however I did tell them I could send it back as well (no response was given). - I contacted them many times, yet I never got a response. - At the time I made this purchase with Monat, I was a minor, and their target was anyone to join into their scheme of "making money back". So therefore, I was promised to make money and get a higher ranking in their sort of pyramid. Overall, I was told I would get a refund but I was never contacted again after I sent back all of the goods.

  Business Response

  Date: 02/11/2025

  Tell us why here...
  Hello Gabriella, 
  
  Thank you for taking the time to contact us with your concerns regarding your experience with MONAT. We have verified you are a Market Partner with MONAT Global.
  
  We have located Order# ******* processed on November *******. The refund request was made on January *******, when items were returned they were deemed non-resalable and discarded.  
  
  Unfortunately, we are not able to provide a refund.
  
  We appreciate your patience as we reviewed your complaint.
  
  Warm Regards, 
  MONAT Support
  
  

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22908837
  
  I am rejecting this response because:

  I do not think that is fair nor acceptable. I am not asking for a complete refund and I never did. I am asking for at least half of the money I gave to MONAT. What I am asking is completely reasonable considering that I gave you the product with nothing in return. All of the products I was sent from Monat minus one that I offered to ship, were given back on top of shipping costs, in completely unused condition, I know that for a fact. 

   Please let me know what else you can do here. Thank you. 

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

  Customer Answer

  Date: 02/11/2025

  I was tricked into sending back all of the items, with a promise of a 80-90% refund. I truly feel like this is dishonesty and it is completely unacceptable, considering 258 dollars is a lot of money to just keep. If the company decided to discard the items, that has nothing to do with me as I sent them back in brand new condition. 

  Business Response

  Date: 02/14/2025

  Tell us why here...Our email address and website have all information required to contact ************* which can be located using any web search engine. On May ****** we sent a cancellation email to your email address, and we sent an email advising the *** had been canceled. 
  
  We will not be able to provide any refunds due to the *** requested past the guarantee period. Items returned were not in resalable conditions, and the account has been terminated since 2019.

   

  Warm Regards,

  MONAT Support

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22908837
  
  I am rejecting this response because:

  Your guarantee period is out considering I had no response to the three e-mails I sent out during and after 2019. Why was the guarantee policy not fulfilled during the period it was eligible in? 

  I do not understand how your goods were in "non-resalable condition", as I know exactly how I sent them to you. I am aware you cancelled the account, however I do not believe that has anything to do with the money I did not receive back. While I understand your policy, I believe that this is a valid reason for a refund, and would appreciate if you would reconsider.  

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

  Business Response

  Date: 02/18/2025

  The original order was created on November *******, your request for the refund was made on January *******. The order did not qualify for a 100% refund because it was past the 30 day guarantee period. The products were not in resalable condition which disqualified them for the 90- day return period of 90%. Once deemed not resalable the products are discarded by the warehouse. 
  
  This will be the final review of the refund request. 
  
  Warm Regards,
  
  MONAT Support

• Initial Complaint

  Date:01/21/2025

  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.

  I processed a refund with the company for an item that did not work as they instructed it would. Representative processed my return and asked me to ship item back in order to receive a refund. I shipped the items back and called company to cancel my subscription after items were shipped back per their policy. I never received the refund and they recieved the return items. I called company to question why the refund was never processed and they stated that they do not process refunds. Not only did they keep the initial payment, but they also received the unused items as well.

  Business Response

  Date: 01/22/2025

  Hello Ms. ********* ,
  
  Thank you for taking the time to contact the Better Business Bureau (BBB) with your concerns regarding your experience with Monat. We have verified you are enrolled as a VIP customer.
  
  Upon review of the account, we show the refund request was for Order# ******** which was processed on April ******. The request for a refund was received on July *******. This request is past the 90 days refund guarantee timeframe. MONAT does not return products once received at the warehouse, they are discarded. 
  
  When speaking with our ************* team on January *******, we approved an exception for the refund. Please allow 2-10 business days to have the refund posted to the card there may be additional time depending on your financial institution.
  
  
  Warm Regards,
  
  MONAT Support

• Initial Complaint

  Date:01/03/2025

  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.

  Company made an unauthorized charge to my credit card for $242.33 on 1/2/25

  Business Response

  Date: 01/03/2025

  Hello *******,
  
  Thank you for taking the time to contact the BBB with your concerns. 
  
  Unfortunately, we are not able to locate an account with the information provided. 
  
  Will you confirm if you have an account with **********************. 
  
  In order to attempt to locate the charge please provide the last 4 digits of the card.
  
  Thank you,
  MONAT Support

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22761794
  
  I am rejecting this response because: we do not have an account with you but my credit card was fraudulently used for someone to purchase products in my name.
  
  Sincerely,
  
  ******* *********, ****

  Customer Answer

  Date: 01/08/2025

  As I have already mentioned, we saw the attached UNAUTHORIZED charge from your company.  We are not a customer nor made the purchase.  I don't know who you sold product to using my credit card, but it's fraudulent.  Please immediately issue a refund back to my credit card, and then seek your recourse against the actual person who purchased from you.  My address is *****************************************************************.

  Business Response

  Date: 01/10/2025

  Hello *** *********, 

  In order to further assist we do require the last 4 digits of the card and the full amount that was charged. This will help MONAT attempt to locate any charges.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22761794
  
  I am rejecting this response because: I have provided this already via email.  The seller claims that it has issued a refund but **************** cannot see or confirm it.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 01/15/2025

  For the sake of this complaint, will you please attach the email that you have received from MONAT.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22761794
  
  I am rejecting this response because: see attached email.  Again, ***** Fargo does not show you credited my account as you claim you did.    Where is the credit for the fraudulent transaction.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 02/05/2025

  In order for MONAT's Escalation specialist to proceed with a review, we will require the last 4 digits of the credit card that has been charged. We would like to validate the reason the refund has not been received. That information must be provided via this BBB complaint.

• Initial Complaint

  Date:01/01/2025

  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.

  I bought a haircare product (once) from this company in the past through one of their independent sales people. I used my personal credit card. I opened a business credit card this year for an unrelated business and have only ever used it for business. I was recently shipped a large box of Monat products I didn't order. The *** I bought the 1 product from checked with her upline & said it was likely an error since it came from the returns department. There were no charges on my personal credit or debit cards and no paperwork was included in the box, just a bunch of random products. I gave the products away. Now that I'm reconciling my end of month business credit card, I see a charge from Monat for $429.99. on my business credit card I have never shared with Monat. How did they get this number??

  Business Response

  Date: 01/03/2025

  Hello ******,
  
  Thank you for taking the time to contact the Better Business Bureau with your concerns. 
  
  We were able to verify on December ******, you were enrolled as a Market Parter with MONAT Global. 
  
  The card ending in #**** was used during online enrollment. MONAT's customer care team did not complete the enrollment; therefore, the credit card was inputted by the person creating the account via **********************'s website,
  
  This is not a MONAT error; we have verified the order was completed with the same internet browser as your Sponsor ***** *****. 
  
  We will only provide refunds for products that are returned. We have not received any communication prior to the BBB complaint, once the order was received and you chose to give the products away. At that time MONAT would have assisted with the order being returned and a refund provided for products.
  
  Warm Regards,
  MONAT Support

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22754710
  
  I am rejecting this response because: I did not register as a Market Partner on Dec. 6th with Monat. I have never met ***** ***** and have no idea who she is. Maybe you could research where she is? I live in ************, ********. This appears to be a fraud. Again, if I had registered for Monat (which I didn't), I would have never used my corporate card for something unrelated to my real estate business. When I received the product, I tracked down my only contact with Monat - a former market partner I had previously ordered rejuvabeads through over a year ago.  I did not use this card #**** for that purchase. The former market partner I contacted had no records of an order from me, nor did her upline - we checked. There was no paperwork in the package I received so nothing for me to track or call you about. The only (former) market partner I knew, I contacted and since there was no paperwork included and the return address came from the returns department, she and her upline sponsor said it was likely an error and I could just dispose of the products. I gave them away because I had no use for them and did not need or order them. I didn't notice the charge on my card at the time because I wasn't looking at my corporate credit card - I only checked my personal debit and credit cards and saw no charges. I am once again requesting a refund or else I will be happy to post negative comments about your company and practices on as many channels as I can find. 
  
  

  Business Response

  Date: 01/10/2025

  After a further review we have processed a refund of $429.99 to the card used for the original order. Please allow several business days to have the payment reflected, there may be additional time depending on your financial institution.

  We have moved forward with the termination of the account.

   

  Warm Regards,

  MONAT Support

  Customer Answer

  Date: 01/13/2025

   
  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 - as long as the refund is processed. If it is not processed within "several business days" as promised, I will re-open this case. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/28/2024

  Type:Delivery 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.

  Business representative duped me into signing up for Monat at her in person salon. Ive been trying to get out of this companys flex ship for years, but Monat says I must pay a fee. I never intended to sign up for more than one order nor did I understand placing an order with the stylist would sign me up for this company. I want to close my account with this company and they will not let me without charging me.

  Business Response

  Date: 12/30/2024

  Hello Ms. ******************** style="font-size: 0.875rem;">Thank you for taking the time to contact the Better Business Bureau (BBB) with your concerns regarding your experience with Monat. After researching your account, we found that you are enrolled as a VIP Customer with ********************. 

  
  We were not able to locate any recent contact to MONAT to request the termination of your account. 
  
  As a courtesy we have waived the Early Termination Fee of $19 usd. You will no longer have access to your account. We will move forward with your termination request.
  
  Warm Regards,
  
  MONAT Support

  Customer Answer

  Date: 12/30/2024

  Resolution by Monat to complaint ID ******** to waive the fee and close the account is satisfactory to me. Thank you for your assistance. - Balea

   

• Initial Complaint

  Date:12/06/2024

  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.

  I placed an online order on 11/25/24. The next day **** reports Label created, awaiting item. The protocol for this particular shipment is 1-2 business days from the date of order for shipping and 7-10 business days from the shipping date for delivery. I contacted Monats customer service 12/5/24. The objective of my call was to receive information as to why the order had not yet shipped and to receive the product. The first call to customer service was equivalent to speaking to an automated message. The customer service representative repeatedly stated the product shipped on 11/26/24 and will arrive in 7-10 business days. She stated she couldnt do anything until the 10th business day (12/10/24). However, the 7-10 business days was only relevant if the product shipped, to which in this case it did not. Following this call I contacted and spoke to a **** representative, she confirmed that Monat had yet to provided the product to ship and until that took place I was unable to file a claim. I once again contacted Monat customer service with this information and she continued to insist that the product shipped. I asked to speak to a supervisor, to which I was denied the opportunity, instead she conveyed that her supervisor confirmed the order did not ship and asked if would like to cancel or alter the order to which I replied no, and instead requested once again to be connected with the supervisor directly. She reported she was not available but would contact me before the end of the day; She did not call me. I attempted to utilize their email customer service instead and they too reported shipment. At one point in the conversation I claimed I would remove my market partnership to sell the product and take my customers with me. Immediately from this mention, this representative terminated my account. I called one final time and was told it did not ship, I had to wait until 12/10/24 before they would do anything.

  Business Response

  Date: 12/10/2024

  Hello Ms. ******** ,
  
  Thank you for taking the time to contact the Better Business Bureau (BBB) with your concerns regarding your experience with Monat. After researching your account, we found that you are enrolled as a Market Partner with Monat Global. 
  
  We apologize for the inconvenience with your recent order. We have verified you were able to speak with a ************* agent and we have issued a replacement order. #******** Tracking number #**********************.
  
  Please feel free to reach out with any additional questions.
  
  Warm Regards,
  MONAT Support
  
  

  Customer Answer

  Date: 12/11/2024

  Good morning, 

  Thank you for the follow up. The replacement had transpired as of yesterday. I still wish to keep the claim open until the replacement ships. Im unsure why they are handling their shipments in this manner, however they are creating label, but not sending **** the product. As of now, while a label was created, they still havent shipped the product.

  Business Response

  Date: 12/11/2024

  Hello Ms. ******** ,
  
  Thank you for taking the time to contact the Better Business Bureau (BBB) with your concerns regarding your experience with Monat. After researching your account, we found that you are enrolled as a Market Partner with Monat Global. 
  
  We apologize for the inconvenience with your recent order. We have verified you were able to speak with a ************* agent and we have issued a replacement order. #******** Tracking number #**********************.
  
  Please feel free to reach out with any additional questions.
  
  Warm Regards,
  MONAT Support
  
  
  

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22648787
  
  I am rejecting this response because:

  The complementary item (that had to be requested on my behalf for the inconveniences) has still not shipped. I will close this complaint once there is proof of shipment for that item. 

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

  Business Response

  Date: 12/13/2024

  We appreciate your patience. We are currently in our Holiday season and there may be slight delays with orders. We apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 12/18/2024

  Hello,
  

  The last item just arrived today, this claim can be closed. 
  

  Thank you kindly for your assistance.

• Initial Complaint

  Date:11/15/2024

  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.

  Hello, I have purchased many orders from this company. And decided to return a few things from my orders for products that I didnt like. I paid to ship these products back per the company policy, but they were outside of the companies 30 day Return policy and did not accept my returns. Which is understandable since it was not their return policy. I asked if I could pay to have the product shipped back to me since I would keep it if I was not going to get a return on it. They let me know that this is something they couldnt do so now I am out over $120 worth of product. I would like to be refunded for the product that I do not have or at least given a store credit to be used towards future product.

  Business Response

  Date: 11/20/2024

  Hello Ms. ******** ,
  
  Thank you for taking the time to contact the Better Business Bureau (BBB) with your concerns regarding your experience with Monat. After researching your account, we found that you are enrolled as a Market Partner with Monat Global. 
  Any returned products after 30 days that are used/opened will be discarded by our Warehouse Team and refund will not be processed. MONAT will not provide a credit towards purchases. 
  
  Thank you,
  
  MONAT Support

• Initial Complaint

  Date:11/12/2024

  Type:Product 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.

  Upon signing up my **** partners in June and July of this year I was promised $100 voucher for each client and this was promoted on their internal site for market partners. However, none of my market partners received this voucher and I reached out on behalf of them and MONAT Declined to fulfill this promise.

  Business Response

  Date: 11/13/2024

  Hello Ms. ******************* you for taking the time to contact the Better Business Bureau (BBB) with your concerns regarding your experience with Monat. After researching your account, we found that you are enrolled as a Market Partner with Monat Global. 
  
  Will you please provide the Promotion name, the name and account id's of the MP's that were enrolled and met the qualfications for the promotion. We will validate and provide an update. 
  
  We hope to hear from you soon.
  
  Thank you,
  
  MONAT Support

• Initial Complaint

  Date:10/02/2024

  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.

  This company is extremely fraudulent and shady. They for some reason terminated my wholesale account for reasons unknown. They were going on a happy spree of terminating anyone who they didn't want to pay commissions. They are extremely rude to anyone who calls to get an explanation as to why they are being terminated. This has been happening since 2018. Anyway, they continue to charge my card and send me products without my consent. I have asked them to stop these charges and to stop sending me products and they will not. I have asked them to check if my card is attached to a possible account in my husband's name and they can not tell me because they terminated my account and that is the same reason I can not check myself. I want every account under my name cancelled and I want them to provide me refunds for all the purchases made without my consent. I also want a written e-mail stating my card has been removed from their company database.

  Business Response

  Date: 10/03/2024

  Tell us why here...Hello Ms. *********************** you for taking the time to contact the Better Business Bureau (BBB) with your concerns regarding your experience with Monat. After researching your account, we found that you were enrolled as a VIP Customer with ******************** as of 4/25/2022. 
  
  We have validated there were previous Market Partner accounts that were terminated due to Renewal fees not being paid. 
  
  
  We will be able to provide a refund for orders that are within MONAT's refund policy.  
  
  Within 30 Days - Customers and *************** are entitled to a full product refund if return is requested (RMA number created) within 30 days from delivery date of order. Between ***** Days - If Customer or Market Partner requests return outside of the 30-day product guarantee, product must meet the below criteria to receive a 90% refund:
  
  Product must be unused and unopened.
  Any returned products after 30 days that are used/opened will be discarded by our Warehouse Team and refund will not be processed.
  
  Please provide order numbers that are within the return policy and we will provide a Return Merchandise Label to have identify the orders once received at the warehouse. 
  
  We have validated all orders were successfully delivered to the address on your MONAT account.
  
  Warm Regards,
  
  MONAT Support