ComplaintsforMonat Global Corp.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to cancel my account a year ago and they gave me the run around. I have no credit card on file and today they just debited my account for a product I did not order. I have not placed an order in a year. ***** said he can not cancel the order or close my account. The charges are pending. He claims the order is shipped already. This is fraud and I want my refund for $101.67 and I want my account closed now.

  Business response

  06/26/2024

  Tell us why here...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 ********************.
  
  We have canceled the flexship template and the pending order dated June 26,2024.
  
  The refund will be processed to the card ending in #**** with ***** business hours. 
  
  We will move forward with the account termination. You will no longer have access to the account. 
  
  Warm Regards,
  
  MONAT Support
  
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/22/2024 an order was automatically charged on my debit card without my consent (also I have not ordered from this company in 4 years nor have I lived at the address on their file in 3 years). I immediately called to cancel the order the same day 4/22/24. After multiple conversations over a 3-4 week period, I was given a case # for my refund and was told I would receive it within ***** hours. Its been 3 weeks since then and I have not received a refund. After spending almost 45 minutes on the phone with a customer service rep, she tells me that she would have to expedite my refund request to her supervisor. I inform her that was already done a month ago and I should have already received my refund, I will now have to take it up with my bank. My bank says that no refund was ever submitted from monat and I would need to call them back. I believe monat is running a shady business and stealing peoples money.

  Business response

  06/14/2024

  Hello Ms.********,

  Thank you for contacting the BBB, we have verified you were a VIP customer with **********************. 
  We have validated Order ******** was a flexship order that are sent automatically unless the customer pushes the date back, a reminder email of this order was sent on 4/15/2024 for your convenience. 

  There was not a MONAT error with the order. However, when you contacted support the Order ******** was voided by a MONAT customer service agent and that order was refunded and you should have received your refund within 2- 3 business days. Attached you will find the refund receipt which can be provided to your bank as proof that MONAT did refund you for this order.
   
  If you would like us to further investigate this for you, please provide us a bank statement from your April transactions to validate that the refund is not showing in your bank. In addition, the flexship templates have been canceled and there will be no further automatic shipments. 

  ***************
  Monday to Friday: 8:00 a.m. 11:00 p.m. ET
  Saturday & Sunday: 8:00 a.m. 5:00 p.m. ET   

  MONAT Support 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an email on May 24th from my credit union with a warning about what they thought looked like fraudulent charges. I looked and saw they were fraudulent and let my credit union know. Then on that same day, I received an email from Monat, saying good things were coming my way. I called them immediately to tell them that I didn't place this order and that the charges were fraudulent. The person in customer service could see that I had deferred my flexship order to June 24th. He tried calling the warehouse to stop the order from shipping but couldn't stop it. I was told by him that once I received the package, I could call them back and they would email me a prepaid shipping label so I could send it back, then I would get a refund. The next day, I went to my credit union to destroy my old debit card and get a new one because of the fraudulent charge. Monat sent me emails saying that the package was delivered, but were wrong. They sent a prepaid label, but it expired after ************************************************************ delivery. Then I had other employees from customer service say that I would have to pay for shipping because that's their policy on returning products, even though I explained in every email I sent that the charges were fraudulent and that I didn't authorize this order. The last straw came when I finally received the package and the company sent me (after a couple of days) a prepaid label, but after midnight central time and I am Eastern time. I opened my email this morning, excited to see the prepaid label that was sent and the link hadn't expired. Two hours later, I go to print it out and it's expired because it only lasts 12 hours. I want my refund and fully understand that they need the product back, but I shouldn't have to pay for shipping and wait days on end to get a prepaid label. I have all emails that I received from them with proof of what I am saying. I was treated unfairly by this company.

  Business response

  06/11/2024

  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 ********************.
  
  We have verified you were enrolled as a VIP Customer on 12/09/2017, at that time you were required to complete three-qualifying flexship orders, or required to pay an Early Termination Fee. You have completed the requirements therefore you were not charged an ETF. 
  
  The flexship template has been canceled and there will not be any further automatic shipments.
  
  Our VIP agreement was successfully emailed to ********************** upon review of the agreement you will find the Return process. The customer requesting a refund will be responsible for the order being returned to the warehouse.
  
  A refund may take 5 to 10 business days to process after the returned product arrives at the warehouse.
  
  Depending on the financial institution, it may take an additional 2-10 business days after a refund is applied for the refund amount to post to the account.
  
  We have verified a pre-paid shipping label was emailed on June 10,2024 to ********************* after your contact with ************** Please verify if you were able to successfully download it.
  
  Best Regards,
  
  MONAT Support
  
  

  Customer response

  06/11/2024

   
  Complaint: 21832703
  
  I am rejecting this response because: the label sent to me on June 10th at 9pm central time expired June 11th so I couldn't print it out. Also, I understand that if I place a flexship order and then return product that I agreed to pay for shipping, but someone else pretending to be me placed that order and I immediately reported it to my bank and Monat on May 24th. I explained the situation in detail that it was a fraudulent order and that I didn't authorize the company to charge my card *****. I then explained that my debit card was destroyed and that I got a new one. The label that was sent expired because of the time difference. Again I am Eastern time and they are central time. Once I get a label, I will return the unopened package. I never asked to terminate my VIP agreement so the fact that I am being penalized for someone stealing my credit card is awful. 
  
  Sincerely,
  
  *****************************

  Business response

  06/14/2024

  Hi **********************, 
  
  We do apologize for any inconvenience. The link for the label will last 12 hours, so we are sorry to hear that you were unable to download it in time. 
  
  We have sent you another label to ********************** but it has also been attached here just incase. Your account has not been cancelled, but we did turn off your Flexships so that no more automatic orders go out. 

  Once the order is received, the refund can reflect within 5-10 business days, and could be an additional 2-10 business days depending on the bank institution. 

  
  Best Regards,
  MONAT Support

  Customer response

  06/14/2024

   
  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

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've asked the company repeatedly for months to cancel my account. Towards the beginning of May 2024 I received an email telling me their getting ready to ship out my flex ship order. I called on May 13 and told them to cancel my account. Do not ship me anything. I wanted everything done with them entirely. 7 days later I wake up to an email that they shipped out a flex ship order. I called again, complained about the charges to my PayPal account and that my account should have been cancelled and they never should have shipped me anything. The company again tells me they will process my refund and call me once it's done and then they will cancel my account. Well I still have not received a refund and now my account with them is locked. So I'm not sure what to do now.

  Business response

  06/03/2024

  Tell us why here...
  Hello Leatherman ,
  
  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 have verified the order was successfully canceled, therefore the funds return to your card within 72 hours.
  
  We appreciate your patience as we worked through this matter.
  
  Warm Regards,
  
  MONAT Support

  Business response

  06/03/2024

  The attached receipt shows the processing of the refund today June 3,2024. 

  Customer response

  06/03/2024

  I would also like proof that my account and flex ship order has been permanently cancelled. Otherwise I will be dealing with this again.

  Business response

  06/04/2024

  The refund receipt successfully uploaded via the complaint as well as emailed to the BBB for review on 6/3/2024.

  Customer response

  06/05/2024

   
  Complaint: 21767902
  
  I am rejecting this response because: I have not received proof of my account and flex ship order to be permanently cancelled. I did receive proof of refund. That part is taken care of.
  
  Sincerely,
  
  ***********************************

  Business response

  06/05/2024

  The flexship template has been deleted as of May 20,2024, the *** has been set for full termination and will take 2-3 business days to be completed. Once completed the email will also be sent. You will no longer have access to your MONAT account.

  We appreciate your patience as we worked towards a resolution.

  
  MONAT Support

  Customer response

  06/06/2024

  Everything sounds good as of now. Currently waiting for proof that my entire account will be cancelled. Because I've already requested this two times already and they lied to me, I would prefer this case stays open until I receive proof that my account has been completely cancelled. 

  Business response

  06/06/2024

  The account will be fully terminated within 2-3 business days. The flexship template has been canceled as of May 20,2024.

  Warm Regards, 

  MONAT Support

• Initial Complaint

  05/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I processed an order on Sunday, May 12, 2024. Paid $30 for guaranteed two day shipping. I spoke to a Monat agent on Wednesday, May 15, 2024 that my order had not arrived yet and the tracking number I was provided was invalid when I clicked on the link emailed to me. She assured me that the box was in ********* NC as of May 15, 2024 and it should arrive soon. She guaranteed me a refund for the late shipment arrival. The entire conversation was recorded and I have attached it; page 4 first line, is where she tells me shes sending a refund. I paid $30 for priority receive and now theyre back stepping her guarantee on the refund. Its upsetting! They dont even offer free base shipping. They said the refund was denied due to some policy they have, without even providing the details of said policy. Very disappointed! I was in customer service for 20 years and you dont treat customers like this.

  Business response

  05/22/2024

  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 ********************.
  
  Shipping Timeframes relate to the moment the order is shipped to the time it arrives at the customer or MP's shipping address.
  
  Orders may take an additional 2 business days of processing time (and may take longer in times of high number of orders) before the order is shipped from the warehouse.
  
  As a one-time exception we will be providing the refund of $30.99. Please allow 5-10 business days to have the refund processed to the card of original purchase. There may be additional time based on your financial institution. 
  
  
  
  
  
  Warm Regards, 
  
  MONAT Support

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Monat charged my CC for a recurring order that I didn't have the opportunity to cancel. They sent it to the wrong address. They have ignored every attempt I have made to contact them. At this point I want my money back and I want my account deleted but I can't get them to respond to me so I'm filing with the BBB because I can't get them to respond to me.

  Business response

  05/07/2024

  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 ********************.
  
  You were enrolled as a VIP on April 22, 2019,  at the time you agreed to the Flexship requirements of Three qualifying flexships. We have not received any correspondence besides on April 30,2024, at that time upon your request we waived the Early Termination Fee.
  
  We also provided a full refund for the last order processed on the account for the amount of $103.45 on May 6,2024 to the card ending in #****. 
  
  There will be no further orders processed.
  
  Best Regards, 
  MONAT Support

  Business response

  05/20/2024

  The refund of $ ****** was successfully processed to the card ending in #****. 

  Warm Regards,

  
  MONAT Support

  Customer response

  05/20/2024

   
  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

  04/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have requested to cancel my Monat account (which includes an automatic recurring payment every few months) on multiple occasions. I have emailed their customer support team on 3 occasions: Feb 1, April 6, and April 25 all of 2024. All three times Ive received automated emails back stating that there would be follow up within 24-48hours. I never received follow up on any of these occasions and my account is still active.

  Business response

  04/30/2024

  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 ********************.
  
  We have verified there was contact with our ************* team on January 18th, and March 27, 2024, both times the agents were not able to complete any requests due to the chat being unresponsive. 
  
  At this time we have canceled the flexship on the account and the account is terminated. 
  
  We appreciate your patience as we worked through this matter.
  
  Warm Regards,
  
  MONAT Support

  Customer response

  05/01/2024

   
  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

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last May (2023) I purchased products from MONAT as part of one of their Grab Bag sales. One of the products in my grab bag was the Volumizing Revive Shampoo. MONAT claims to meet and comply with the ingredient standards from the ** / ******************** I recently checked the ingredients on this bottle of shampoo i received last May and discovered the ingredient butylphenyl methylpropional, an ingredient banned by the ** March 1, 2022 for possibly being reprotoxic. Another product from this same order, the Restore Leave-In Conditioner, also contained this ** banned ingredient. The company MONAT claims to meet ** regulations - and yet they sent me a product with an ** banned ingredient a full year after that ingredient was banned by the ** and required to be off the shelves. Although I reside in the ************* and not in ******, part of the reason I felt comfortable purchasing and using MONAT products is because I was assured both by their website and social media that their ingredient quality followed ** standards. What they sent me was not up to those standards that they were advertising to have met. My order number was ******** and the entry date was 05/07/2023.

  Business response

  04/30/2024

  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 ********************.
  
  You have recently shared non substantiated concerns related to an ingredient present in a handful of products, Lilial (butylphenyl methylpropional). This ingredient has been used for many years as a fragrance ingredient. Over the years, as toxicological and other safety testing has evolved and become more sensitive, at times, the industry and MONAT must make changes to the ingredients that we use. The situation with this ingredient is an evolving one. While the United States and the *********************************** (IFRA), who gives us clearance on every fragrance we use, has not asked us to remove Lilial from our fragrances, the ** regulatory system has moved to ban this ingredient.  Out of an abundance of caution, we have reformulated the fragrances in the few products that contained this ingredient globally. We are no longer producing any product with this ingredient in any market Monat sells in. 
  
  MONAT has not deceived its consumers as all ingredients are listed on every product we sell as per *** and international requirements. The purpose of the ingredient listing is to inform the consumer with regard to the ingredients in the product they will be purchasing. This educates and allows freedom of choice at the moment of purchase. At no point has MONAT been non-compliant with any regulatory institution with regard to this ingredient.
  
  With our sustainability mindset, we are running though our inventory of existing packaging, which still may have this ingredient on the ingredient listing. Please be assured that MONAT is no longer producing any fragrance with this ingredient. 
  
  
  In closing, we would like to reassure you that every single product that MONAT sells has been extensively tested by dermatologists, ophthalmologists and toxicologists ensuring its safety for the purpose of its intended use.
  
  Warm Regards, 
  
  MONAT Support

  Customer response

  05/15/2024

   
  Complaint: 21639178
  
  I am rejecting this response because:
  

  You publicly state that ALL of your haircare formulas adhere to ** standards (see your @monatofficial Instagram reel on March 27, 2024). The lilial (butylphenyl methylpropional) in my products is banned in the ** and has been since March 1, 2022.

  Your response indicates one of two things. Either you:

  1) change your formulas to meet the standards of wherever market you are sending products to (in which case you are then making false advertising claims that ALL your products adhere to ** standards because the products sent to me in ******* may meet American regulations for ingredients but they do NOT meet ** standards)  

  or 

  2) you are intentionally mislabeling your products and the ingredient listing on my bottle of shampoo does not match what is actually contained in the products themselves (which would violate *** labeling requirements).

  I am once again asking for a full refund of my products and clarification on your statement about sustainability and using up packing.

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

  Business response

  05/20/2024

  This rejection has been received, we are currently reviewing with the appropriate department.

  Customer response

  05/20/2024

   
  Complaint: 21639178
  
  I am rejecting this response because: I do not want the case closed here on the BBB until it is fully resolved and my questions are answered, but I appreciate the business taking this into review. 
  
  Sincerely,
  
  *************************

  Business response

  05/21/2024

  MONAT has not deceived its consumers as all ingredients are listed on every product we sell as per *** and international requirements. 

  To confirm this is the order that you have requested to be refunded for?  

  "What they sent me was not up to those standards that they were advertising to have met. My order number was ******** and the entry date was 05/07/2023."

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There has been much dispute amongst Monat product consumers regarding ingredients. I was recently informed that Monat claims to be using up old packaging stores without current ingredients printed on the physical products.They also claim that ALL of their products meet European standards for cosmetics when they still use European banned ingredients in their US formulations. It is extremely misleading to their consumers and market partners. I never would have purchased the products if I knew they were using questionable practices and ingredients.My intent with this report to gain some clarity regarding the products, the company, and for Monat to be held to a higher standard. It seems this company gets away with quite a few issues.

  Business response

  04/08/2024

  Hello ************,

  Thank you for contacting the Better Business Bureau with your concerns. We have verified you are enrolled as a VIP Customer with **********************. 

  You have recently shared non substantiated concerns related to an ingredient present in a handful of products, Lilial (butylphenyl methylpropional). This ingredient has been used for many years as a fragrance ingredient. Over the years, as toxicological and other safety testing has evolved and become more sensitive, at times, the industry and MONAT must make changes to the ingredients that we use. The situation with this ingredient is an evolving one. While the United States and the *********************************** (IFRA), who gives us clearance on every fragrance we use, has not asked us to remove Lilial from our fragrances, the ** regulatory system has moved to ban this ingredient.  Out of an abundance of caution, we have reformulated the fragrances in the few products that contained this ingredient globally. We are no longer producing any product with this ingredient in any market Monat sells in. 

  
  MONAT has not deceived its consumers as all ingredients are listed on every product we sell as per *** and international requirements. The purpose of the ingredient listing is to inform the consumer with regard to the ingredients in the product they will be purchasing. This educates and allows freedom of choice at the moment of purchase. At no point has MONAT been non-compliant with any regulatory institution with regard to this ingredient.
  
  In closing, we would like to reassure you that every single product that MONAT sells has been extensively tested by dermatologists, ophthalmologists and toxicologists ensuring its safety for the purpose of its intended use.

   

  Warm Regards, 

  MONAT Support

   

  Customer response

  04/09/2024

   
  Complaint: 21544276
  
  I am rejecting this response because:
  It did not address the use of old packaging that does not reflect the current ingredients of a product. I have a bottle of shampoo from 2023 with lilial still listed as an ingredient.

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

  Business response

  04/10/2024

  With our sustainability mindset, we are running though our inventory of existing packaging, which still may have this ingredient on the ingredient listing. Please be assured that MONAT is no longer producing any fragrance with this ingredient. 
  
  Best Regards, 
  
  MONAT Support

  Customer response

  04/12/2024

   
  Complaint: 21544276
  
  I would like to know how the use of old packaging is legal. Per the **** all products that are commercially produced and sold must bear a physical list of all active and current ingredients. It strictly states that physical products such as cosmetics, soaps, and shampoos MUST use current packaging that reflects the true contents of the product. 
  
  Looking forward to your response.

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

  Customer response

  04/19/2024

  I have not heard from the business.

  Business response

  04/22/2024

  Thank you for sharing your concerns about MONAT being *** Approved, please know that although MONAT formulations are unique, the ingredients have been tried, tested, and in use in the cosmetic industry for years, and all have been found to be safe for consumer use, in the concentrations MONAT uses by the Cosmetic Ingredient Review (***). The United States Food and ******************* (***) as well as the cosmetic and drug industry worldwide, rely on the safety findings of the **** and leading companies use ingredients in concentrations determined by the *** to be safe. Ingredients used by MONAT are all known to experts in the industry as safe for use in cosmetics.
   
  In regards to the bottle of shampoo that lists lilial in the ingredients, could you please share with us the name of the shampoo in question?

  Best Regards, 

  MONAT Support Team

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Monat due to its promoting to help thicken hair. My representative helped me through the quizzes to match what products would help me achieve my hair goals. I was also *********** would take time to see long lasting results. I have been a consistent user of 2 + years and saw no promoted benefits. On the contrary, I experienced hair ************ sores, resulting in lack of confidence. My hair was healthy & strong before Monat. I do not use heat on my hair, nor do I dye it, the only change in my hair care was the total switch to Monat, which has now destroyed it.

  Business response

  03/20/2024

  Hello ********************,
  
  Thank you for taking the time to contact us with your concerns regarding your experience with MONAT. We have verified you are a VIP Customer with **********************.  We are sorry to hear about your recent experience with our products not meeting your expectations. Please discontinue use of the product.
  
  Unfortunately, we are not able to provide refunds for this account. We have validated we were not contacted regarding your experience. The last order on your account with ********************** was o December 28,2020, Order# ********. Below is MONAT's return 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.
  
  
  Best Regards,
  
  *************************************
  Escalation Specialist| Market Partner & ************* **********************  We are Modern Nature
  **************************************************************
  Phone: ************
  Email: ************************************
  Web: monatglobal.com
  
  

  Customer response

  03/20/2024

   
  Complaint: 21452577
  
  I am rejecting this response because:

  I was told to give the product time to see results, I took the time to and instead it caused balding.  

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

  Business response

  03/21/2024

  The orders are outside of MONAT's refund timeframe. Years ago the products were sent and we will not provide a refund based on the Refund policy. 
  
  The last order on your account with ********************** was on December 28,2020, Order# ********. Below is MONAT's return 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.
  
  

  Customer response

  03/22/2024

   
  Complaint: 21452577
  
  I am rejecting this response because:

  I trusted the company to deliver results as promised, instead, the products made me LOOSE HAIR. I was told THIS WOULD HAPPEN and to CONTINUE USE as it was part of the process. I needed to WAIT TO SEE RESULTS AS INSTRUCTED. The new hair growth NEVER HAPPENED. Every hair dresser Ive gone to, when I tell them I used Monat, they FEEL SORRY THAT I FELL INTO THE SCHEME, and then recommend ways for my hair to return. The company has no values or consideration for the people they lure in.

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩