Complaints

• Initial Complaint

  01/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  12/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  12/18/2024

  Hello,
  

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

  Thank you kindly for your assistance.

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Monat on September 10, 2024 because I tried to log in and I received a notification that my account is inactive. Upon calling, they instructed me my account was inactive. I always receive an Annual renewal notice via email on a yearly basis and the last time I received it was March 2023. I never received a renewal notice for year 2024. I want the reinstatement fee I had to pay reimbursed to me as this was not my fault.

  Business response

  09/18/2024

  Hello ************************** ,
  
  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 were enrolled as a VIP Customer with ********************.

  
  We sorry for this inconvenience and we sincerely appreciate your understanding. Rest assured that our team has resolved this issue related to the Renewal reminder email not being sent to you. 
  
  We will be providing a refund for the difference between the Renewal fee and the Reinstatement fee. You paid the $100 fee, and we did approve the $49.99 renewal fee to be paid. We will work on having the refund processed within the next 2 business days to the card on file. 
  Please allow several business days to have the payment reflect to the card, there may be additional time depending on your financial institution. 
  
  Thank you,
  
  MONAT Support

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I star loosing my hair after star using the products. Also i star to see rash on my face after 3 months of using the face products.

  Business response

  09/09/2024

  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 were enrolled as a VIP Customer with ********************.
  
  
  Thank you for taking the time to contact us with your concerns regarding your experience with MONAT products.  If you believe you are experiencing an issue with any MONAT product, please cease using the product immediately.  Please reply to *************************** stating when you would like to be called back so that you can speak with a Product Safety Specialist and include the best date and one-hour time window within our business hours that you will be available along with your assigned case number 18620913.
  
  Will you please verify the order to which you are requesting a refund, and the products.
  
  
  Thank you,
  
  MONAT Support
  
  

  Customer response

  09/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they can give me a call when they prefer im available all day to respond the call they have my personal number. And I am not a VIP member I was a MP for their company.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  08/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I talked to the salesperson and told her to cancel my flex account. I also called them and told the lady that I wanted two cancel, she talked like she was from a different country, maybe the ***********, I couldn't understand her. I disputed the charge with my bank and I was never given my money back. I cancelled my card so that they would not charge me again. on 7/18 they charged me again $100.88. No product was sent to me and I don't know how they got my new debit number. I don't want to do business with them and I want my money back.

  Business response

  08/31/2024

  Hello **** ,
  
  
  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 were enrolled as a VIP Customer with ********************.
  
  We have validated that order# ******** was successfully delivered to the address ********************************************************* on July *******. MONAT sent a flexship reminder email to *********************** on July 10,2024. 
  
  We have not received any contact with the telephone and email address to request termination of the account, if there was a different form of contact used please provide that information for interaction review. We were able to verify you did not log onto your VIBE account to make changes to the date to avoid the order being shipped. 
  
  As of today we have canceled the flexship on the account to avoid any further shipments, this is also an option that is available 24/7 to our customers via their VIBE account. 
  
  In order to provide a refund the order must be returned to MONAT, as a courtesy we will provide a pre-paid shipping label. 
  
  
  5.5 - AUTOMATIC UPDATES TO STORED CREDIT/DEBIT CARDS
  MONAT participates in account update services offered by some banks to help keep your credit card information up 
  to date in our system. If your bank participates, this service will automatically update your card number and expiration 
  date in our system. If you do not wish for your credit/debit card information to be automatically updated, you may 
  opt out of these services by contacting your credit card issuing bank. Any automatic charges that may apply to your 
  account because of ones failure to opt-out of this service, will not be refunded. MONAT will not be responsible for 
  these charges.
  
  
  
  Thank you,
  
  MONAT Support

  Customer response

  09/18/2024

   
  Complaint: 22222998
  
  I am rejecting this response because:  I contacted my sales person ***** ****** and she assured me it would be taken care of months ago.  I never received product from Monat. they just charged me.

  I canceled my **** card and reported it to my bank months ago so that they would stop charging me.  Somehow they found my new **** number and started charging me again, that is not right.

  Thank you for the help.
  
  Sincerely,
  
  **** *****

  Business response

  09/18/2024

  5.5 - AUTOMATIC UPDATES TO STORED CREDIT/DEBIT CARDS
  MONAT participates in account update services offered by some banks to help keep your credit card information up 
  to date in our system. If your bank participates, this service will automatically update your card number and expiration 
  date in our system. If you do not wish for your credit/debit card information to be automatically updated, you may 
  opt out of these services by contacting your credit card issuing bank. Any automatic charges that may apply to your 
  account because of ones failure to opt-out of this service, will not be refunded. MONAT will not be responsible for 
  these charges.
  
  

   

  A refund has been provided for Order # ********, processed on September *******. Please allow several business days to have the refund processed to the card ending in #****.

   

  Warm Regards,

  MONAT Support

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Repeated transactions and ******** after account has been closed for over 1 year

  Business response

  08/15/2024

  Hello ******* ,
  
  
  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 ********************.
  
  As advised on the screenshot, we will need the requested information to move forward with an investigation into the charges. 
  
  Thank you,
  
  MONAT Support

*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. ↩