ComplaintsforYoung Living Essential Oils, LC

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the month of April, I have spoke to several people by phone who all gave me a different response. I sent an email to customer service as I was told to do so. Sought out issues on line that other people have posted to cancel their Young Living Loyalty Reward and Account. Still no progress. Their products are great but customer service and their ordering process has declined to almost fraud level. I tried to change my Loyalty order to stop sending me the same diffuser. Then I tried to cancel my Loyalty order, remove my credit card, and cancel my account. Each phone call they said it was cancelled and my card was removed. But I just went in a month later and it is still all there. No response to my email requesting to cancel my account, and orders, and to remove my information including my credit card. Unresolved at this time and seeking how to part ways with this compnay.

  Business response

  05/06/2024

  Hello *******
  
  Thank you for bringing this issue to our attention. I'm sorry to hear about the challenges you've been facing with our customer service and the account cancellation process. 
  
  I understand the frustration you must be experiencing, and I sincerely apologize for any inconvenience caused. Rest assured, I will personally look into this matter to ensure a swift resolution.
  
  Please provide me with your account details, including your full name and email address associated with the account, so that I can escalate this issue to the appropriate team and expedite the cancellation process for you.
  
  Once again, I apologize for the inconvenience, and I appreciate your patience as we work to resolve this matter.
  
  Warm Regards, 

  ********************** 

  Customer response

  05/11/2024

   
  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,
  
  C Christo

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a one time order for almost $500. Then, a month later received an email my order was getting ready to process. I immediately went to.the website to see I had been placed on a subscription service without my consent. I followed the businesses policies to cancel the subscription and prevent the order from shipping. The automated message said I would receive email resolution in 24 to 48 hours. I did not so resubmitted it 3 days ago. Today is one week later and haven't heard any response, however my "order" that I didn't place and was a duplicate of my one time order just shipped and charged my bank account, causing undo fees and more important items to be declined. A company should comply with their own standards for cancelation and charge avoidance but this company did not despite their own guidance on the process. It is absolutely unjustified that I pay for something I canceled well in advance along with bank fees and NSF fees for something I canceled twice in accordance to company policy. This is borderline fraudulent.

  Business response

  03/25/2024

  Hi *******! Thank you for brining this to our attention. We are sorry you experienced issues with our Loyalty Rewards program, and not being able to cancel the order. Thank you for responding to our phone call so we can help resolve this issue for you.

  Customer response

  03/25/2024

  
  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

  03/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Canceled order, was given a confirmation # for cancelation. Credit card was still charged. Contacted customer care 4 times, was told each time the order was in fact cancelled and confirmed my cancelation #. Was told each time they would call me back to keep me apprise of the situation but I have never received a call back. Days following, I received an email that my order was shipped. I am still battling and have no idea how and when this will end.

  Business response

  03/09/2024

  Hi Minette!

  Thank you for brining this to our attention. I am sorry for the frustration you have experienced from trying to get an order cancelled and refunded. I have made sure to review your account, and emailed the details of what I have found to you. Please kindly reply to that email if you have any questions or concerns. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This particular transaction has appeared on my current **** bill dated 9/17/23--in the amount of $100. Under the "Merchant Name or Transaction Description" column, this is what's written: RAINFOCTEMPLATES **** ************ UT........And, I had no idea who this company was, or what I could have purchased from them for a total of $100. I called the **** phone number listed, and spoke with a nice gentleman who explained that he wasn't able to look at any records relating to a purchase from Young Living. He then gave me an email address for the company to request the information I'm seeking--namely, what did I purchase, how did it total exactly $100 (which seems suspicious)..and is this some type of subscription program that I can assure you I NEVER would sign up for. Very strange that I have to jump through hoops to get answers to my questions that would take no longer than 60 seconds to complete.

  Business response

  11/16/2023

  Dear ***,
  
  Thank you for bringing this matter to our attention. We would be more than happy to assist you in resolving this matter. We apologize for any confusion or inconvenience this may have caused you.
  To expedite the resolution process please reach out to our member services representatives at **************. Representatives are available:  Monday Friday: 7:00 am 7:00 pm, Saturday:8:00 am 5:00 pm. They will assist you in getting the proper information needed to locate the charge. We understand the importance of resolving this matter swiftly.
  We look forward to assisting you further. Have a wonderful day!

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased oils online. NOWHERE did it state that this was a RECURRING purchase. This company has my paypal account. I have attempted to contact them. I want to DELETE my account but THERE IS NO WAY TO DO THIS ONLINE AT ALL. These practices are illegal and deceptive to me. I will continue to complain until: 1. THIS COMPANY CANCELS ALL ORDERS RELATED TO ME AND REFUNDS ME MY MONEY, one was made today by them; 2. THIS COMPANY DELETES MY ACCOUNT AND THAT MEANS ALL INFO RELATED TO MY PAYPAL ACCOUNT; 3. THIS COMPANY PUTS ALL THIS IN WRITING TO ME. EMAIL IS FINE. I DO NOT TRUST THEM AT ALL.

  Business response

  09/11/2023

  I hope this email finds you well, and I want to extend my sincere apologies for the frustration and inconvenience you've experienced with our subscription service. We truly value your feedback, and I'd like to address your concerns.
  I completely understand your frustration regarding the lack of clarity surrounding our recurring subscription model. We apologize if the process seemed deceptive or unclear. Your feedback is crucial in helping us improve our customer experience.
  We understand the importance of providing ample notice before a subscription renewal. We will review our notification process to ensure that you receive a reminder email at least 10 days prior to your subscription renewal date. This will give you the opportunity to make any necessary changes or cancellations.
  Regarding your concerns about our company's reputation, we take them seriously. We strive to provide a transparent and honest experience to all our customers. We appreciate that you gave our products a chance based on a recommendation, and we will do everything we can to improve your experience.  As such I have processed a refund in the amount of $122.64 back to the payment on file. Please keep in mind that the refund process can take 2-10 business days to reflect on your bank account depending on your bank.
  We have also received your request to terminate your account and is currently being processed.
  If you have any further concerns or questions, please feel free to reach out to our customer service team. Your satisfaction is our priority, and we are committed to addressing your concerns promptly.
  Once again, I apologize for any inconvenience you've experienced, and we appreciate your patience and feedback as we work to enhance our services.
  Please let me know if you have any questions! Have a wonderful day!
  Best regards,

  Christina B*******

  Customer response

  09/12/2023

  
  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

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased products from the company that was set up to come monthly, but when I discontinued the monthly subscription, the package came anyway. I called the company to request a return label. I asked them to send it to my home, it didn't come. I then asked them to send it to my e-mail address, it didn't come. I repeated this step 5 times. Each time they said they would send it, it has never come to either my home address or the two e-mails I provided to them. There is definitely fraud going on here. I want the return label to send the package back and my money back. I contacted them in early june, then 6/26, 6/27, 6/28, 6/29, 6/30, 7/1, 7/6, 7/7, 7/21, 7/25 $144.88 is the refund I would like

  Business response

  08/02/2023

  Hello ********,
  Im very sorry to hear of the experience you had while reaching out to **************** to request the return label with the intent of getting a refund. Your experience is not the standard and apologize for the trouble and the frustration that this has caused you. I have sent a message to the email associated with your review providing you with my resolution.
  
  Thank you. 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order (#****-9101-8211-744) on April 30th and waited over the 6 business days for the order to ship and it never did. Then I called and a replacement order was supposedly submitted with a promised ship time within 1-3 business days. On the 3rd business day I was so frustrated that I called and canceled the order. **************** was more worried about me shipping my order back in case it accidentally shipped than making sure I received my package or compensated me for my aggravation! The was my first order and I will NEVER place another order. This was supposed to be my Mothers Day gift and turned into a nightmare! Thanks a lot!! If my refund is not processed in a timely manner Im going to refuse the charge!!

  Business response

  05/12/2023

  Hello ********, 
  I hope this email finds you well. 
  I am reaching out regarding the Better Business Bureau Complaint that was submitted on May 12th. I'm sorry for the trouble and the frustration that you encountered while contacting our **************** team to check on the status of your ***************** I am happy to investigate what happened to see what I can do.
  
  
  After reviewing your account, I see that you have been issued a refund of $277.71 for the ********************* Kit on May 12th, that can take up to 2 10 business days to process. I have requested that the warehouse cancel the shipments,however if a shipment does arrive, you may keep the shipment and it does not need to be returned.
  
  If you would like to discuss what happened further or if you need to follow up on your refund, please respond to this email or you can contact me directly as well,**********************. I am available from 10:30 AM to 7:00 PM MST. 
  
  Thank you for being a valued customer of **********************. If you have additional questions or concerns, or if Young Living can assist you in any way, please feel free to contact our ****************s Department via telephone at **************, via e-mail at ********************************** or via our Live Help feature at www.youngliving.com 
  Sincerely,  
  *******************;
  Young Living Elite Services 

  Customer response

  05/12/2023

   
  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

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I contacted Young Living customer service in regards to automated order that was sent out in error. I asked to receive a refund for the order and requested to cancel any future automated orders. I was issued a shipping label to send back what I received and I have done so. There was no refund issued and I received another, identical automated shipment, charged to my credit card. I contacted customer service again who confirmed they saw my request and asked additional questions to resolve the issue. After I provided information to them, they stopped responding altogether. I requested a refund for 2 orders: $146.74 For order #****************** from Feb 3 that I returned using a label issued by Young Living $146.74 For order #****************** from Mar 3rd that Young Living failed to cancel and charged me again (still in my possession in original package) Please let me know if there is any additional information needed. Thank you, ********** *******

  Business response

  04/27/2023

  Hello *****,
  
  First, I want to apologize for the frustration and inconvenience this has caused you. We are always happy to assist anyway we can. In reviewing your order history and account, I am seeing your Loyalty Monthly order subscription was canceled. You should not have any further Monthly Loyalty orders process. You do have the option to restart the Loyalty Rewards Monthly Subscription program at any time in the future.

  
  Presently, I am seeing the February Loyalty Monthly order was refunded on February 24th. Refund processing typically takes 2 to 10 business days to return fully to the original form of payment. If that is not the case, please let us know.

  
  The next order to address is the March Loyalty Order. I can assist you with that. We can do as we did before; set up a return, send out return labels at no cost to you, and refund the order. I would however like to discuss this with you further. Would it be ok to reach out to you via email or phone? Together, I am confident we can resolve all this for you.  
  
  Sincerely,
  ????
  David D.
  ????Young Living Member Services Representative
  ????Young Living® Essential Oils
  ????**** * ********** *****
  ????Lehi, UT
  ????84043
  ????*******************
  
  Thank you for being a valued Member of Young Living®. Have a delightful remainder of your day! If you have additional questions or concerns, or if Young Living® can assist you in any way, please feel free to contact our Customer Services Department via telephone at ###-###-####, via e-mail at [email protected], or via our Live Help feature at *******************.

  Customer response

  04/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. I do not consider this resolved until I receive credit for the March order. Young Living should send a shipping label to me at ************************* to return the order and issue a credit. If they wish to contact me they can do so by email at *************************. I would like to be notified when the refund is being issued. 
  
  Sincerely,
  ********** *******
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $455.53 on November 30, 2022 for 3 starter kits of oils that were supposed to come with diffusers per the companies website and pictures. When the box arrived there were only the 3 starter kits of oils without any diffusers. I waited for the diffusers to arrive being told by the agent that it would be mailed separately. After 3 weeks and still no diffusers I called the company to see when they would arrive as the 3 kits were Christmas presents. The company said that the diffusers did not come with the starter kits (even though it says it is included on the company website) it is a separate order for an additional $90 to include 3 diffusers. I did not need the oils without the diffusers. I contacted the company for a refund via email but after 7 days and no respond so I put all the items back in the original box with the invoice and returned the box with the oils unopened on 12/23. The company said 3-5 weeks for a refund. I have asked weekly since 1/13 where the refund is and if the items have been received by the company. Each time I get a standard response from a different customer service rep that it takes 3-5 weeks for the refund but no answer as to if the return was received nor why it is still not refunded at the 5 *******************. Nor if the refund is in process. The order number for the items is : ***************.

  Business response

  01/26/2023

  Hey ****,

   

  I hope this finds you well. I am reaching out to let you know that we have process a full refund of ****** back to the card ending in **** from your order 166982027066133. Refunds can take **** business days for your bank to finalize the refund and the money to appear in your account. If you have any other questions, comments, or concerns please let me know. Have a wonderful day!

   

  Cordially,

   

   

   

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

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Young Living essential oils over email, many times, asking for a return label for a product I never purchased. Their response after many emails back and forth was that they would send a return label via email from **************** I have told them in multiple emails that I have not received that email in my inbox or spam folder. I asked if they would send the return label via postal mail but they keep saying they are sending it over email even though I told them I continue to get no email.

  Business response

  01/09/2023

  ******,

  Im very sorry to hear of the experience you had while reaching out to **************** regarding a return label. Your experience is not the standard and apologize for the trouble and the frustration that this has caused you. I have sent a message to the email associated with your review to discuss the situation further. 
  
  Thank you. 

*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. ↩