ComplaintsforYoung Living Essential Oils, LC

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good afternoon, In mid-January, I had canceled any **************** I had with Young Living (YLEO). It showed they were canceled. When I saw a charge on 2/6/22 on my AmEx for $142,04 from YLEO, I was thoroughly confused. I hadn't placed any order &had cancelled any & all ****************s, so I shouldn't have had any charges! I emailed their customer service immediately (2/6/22 at *******, letting them know I did not authorized this & that I had turned off all ****************s. On 2/7/22, at approximately 5pm, I also called them b/c I had not gotten a response to my email. After a VERY long time on the phone with them, they told me their system had been having some problems and that was probably why the **************** didn't cancel. They sent me a couple emails, stating that once I received the package (they stated they could NOT cancel the order so it wouldn't ship...this didn't make sense to me!), to send it back and I would receive a refund. They sent a confirmation number of *******. They also said in an email that they would waive all fees associated with the return (Dangaran was the reps name who sent that). In a 3rd email, they sent the "shipping return label." I received the order several weeks later & then returned it a few days after that (2/26/22), at which point I received an email fr them stating they had rec'd my return in transit & that I should receive my refund within ***** days. On 3/15 I em'd them, inquiring about my refund. No reply. On 3/16 I called & spoke to Jam. She said I'd receive my refund w/in 1-3 business days. Obviously, at this point, it's been 7 business days. This is not the first problem I've had with YLEO, but it will be the last, as I will never do business with them again. Please help me get my refund! I spoke to my AmEx yesterday, but surprisingly, their customer service was HORRIBLE and they were no help. Please help!

  Business response

  03/26/2022

  Hello *******,
  
  
  We are reaching out today regarding Better Business Bureau Review ID: ********, expressing your concern with your subscribe to save order. I could totally understand why you would be upset with this situation. I have gone through the previous contacts and notes to see what has been done to resolve this situation. 
  
  While looking into this issue, I see that you had in fact attempted to cancel your subscription order on February 6th, at this time you were receiving an error. I did see that you were able to remove some of the items individually. However the system would not process the cancelation. I do see that you were able to completely cancel the subscription that day, however that was after the order had already processed and for this I am truly sorry for the inconvenience this has caused and the time that it has taken to be resolved. 
  
  I have verified that we have received the returned order and processed your refund as of March 25. I am sorry to see that this process had taken so long to get resolved. Your refund should be back in your account no later than April 5th. depending on your financial institution, you may receive the refund sooner. 
  
  We invite you to contact us with any further concerns regarding this matter or any other and are happy to have been able to assist with this issue for you. Thank you for being an amazing member of the Young Living Family. I hope you have a wonderful rest of your day. 
  
  
  Sincerely, 
  **********

• Initial Complaint

  02/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed my monthly, subscription order on February 4, 2022 totaling$204.52. Although it was one order, I needed to use three different credit cards. My order was processed in the Young Living office located in the ************.Regardless of the location of the customer service **********************, the business practices should not change. My order was processed incorrectly and I did not receive the 10% coupon for me to help another new member enroll and the order is not reflected in my purchase history. For my February order to reflect as purchased, I had to place a second order; which cost me additional money. I want my second and unnecessary order REFUNDED for the $247. They need to fix this immediately. Secondly, you can not reach representatives in the ****If Young Living is utilizing two different systems and some orders are being processed on a "back-end" (as I was told by the representative from the ************) that NEVER communicates with the front office, this seems to violate G.A.A.P. principles and leaves me to feel that they are becoming corrupt, and an organization that's hiding money to defraud the government and the customers.Unfortunately, they've taken a lot of perks away from the consumer since the founder, **************** **********************, passed away and now Young Living Essential Oils seems to care more for the profit than for the people. I hope **** ********************** and their sons get back to God and stick with the foundation and governing principles D. Gary ********************** established. Please help.

  Business response

  02/24/2022

  Hello *******,

  
  We are reaching out today regarding the Better Business Bureau Report ID ********, expressing your concerns with your recent subscription order issue and ****** Services agents. I am sorry for the issues you have experienced. I do understand the frustration, both with your February Subscribe to Save order and with your ****** Services Interactions. We do empathize with your frustration. Upon review of the interactions, it does appear there has been misunderstanding on both sides. The agents you have worked with regarding these orders did make every effort to assist. I also see why you are concerned and will address those concerns here.

  
  Young Living Essential Oils is global. Just as members, like yourself, in all Young Living Markets, can grow beyond their nations borders with their Young Living business opportunity, Young Living, in the spirit of giving back, also provide the opportunity for employment where we can. This does keep with Garys vision and passion of giving back. We have new agents both here and abroad who are learning and gaining experience working with members from all over. They strive to provide the best possible experience with every member they assist. Having reviewed your interactions regarding your reasons for this complaint, while not perfect, I can say each agent you have worked with, did all they could to assist. As would any agent within ****** Services, my goal is to assist you with your February subscription order issues and your enrollment voucher promotion.

  
  The situation regarding your Manual Subscribe to Save order is not normal practice. The split payment feature can be done within one order.To complete the order with split payment, it does have to be done in our internal system, which is still in use globally. The new storefront is only available currently in *****************. Orders created in the internal system do not show in the new store front, hence some of your frustration.

  
  Along with the split payment, to get you the items you wanted to order after the agent verified and processed the initial order, the agent built a second order, and waived the shipping fee on the second as a courtesy. These are the reasons it was built in the internal system, and why you are unable to see the orders that were processed. As I stated that information does not transfer to the new store front order history. We are always willing to provide those order details in full to all members upon request and as we verify the order with you prior to processing.

  
  The new storefront is having new features added as we move forward and will ultimately be the only platform. First, like any project undertaking,we wanted to be sure the foundation of it is solid before adding additional elements,such as split payment for subscription orders. As we solidify the sites foundation functions, we will be adding features. This is a completely new web site, from the ground up. With any project of this scope, we have proceeded with the forethought issues will arise, and have progressed accordingly,mitigating the impact of glitches and other system errors. Nothing created is perfect. With that, our development teams are working hard to provide the best possible experience to all members now and well into the future.
  
  
  As for the subscription order placed in your store front on February 17th, we can assist. We can set up a return and refund for it as you already placed your subscription order for the month of February. In addition,if need be, we can assist with your new member enrollment and apply the voucher for you. You would only need to contact in, we can build the account, and apply the enrollment voucher. We are happy to assist as always.

  
  This was just an unfortunate misunderstanding throughout,and one we can work together to resolve. I have already noted your account so any agent can assist with the Enrollment voucher if the one that was included with your recent order does not work. They can also assist with setting up the return and refund of your February 17th Subscribe to Save order.

  
  Once again, we are sorry for the frustration you have experienced with this. Please know we are here for you and appreciate you being a part of the Young Living Family!

  
  Sincerely,
  **************
  ????Young Living ****** Services Representative
  ????Young Living Essential Oils

  Customer response

  03/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with the company. I paid by credit card. My credit card was charged and the items were shipped. I went to my profile to delete my credit card information since the transaction is complete. It wont delete because it says an active transaction is in progress. I contacted their customer service because as far as Im concerned the credit card transaction is complete. They told me that their system cant delete credit card information for *************************************************** a refund is necessary. If I refund is necessary, I can provide my information again. Im not comfortable leaving my credit card information on their site for 90 days. I was told their IT department is in charge of the website. If they put a 90 day parameter on there, they can remove it and delete my card. I was told that couldnt speak with anyone higher than the person I spoke to at customer service. If I knew they would hold on to my credit card information for so long, I wouldnt have placed an order. I just want my credit card information removed immediately from their site. Thank you.

  Business response

  12/04/2021

  Hello *******,

  
  We are reaching out today regarding Better Business Bureau Report ID ********, expressing your concern with being able to remove your Credit card information from your account. We do apologize for any inconveniences that this may have caused. I would like to let you know that this is a known issue with our IT department.

  
  We are currently in the process of trying to correct the issue. We know that this is a big concern and needing to be corrected as soon as possible. I am happy to inform you that we have been informed that this is estimated to be in one of our next updates.

  
  We invite you to contact us with any further concerns regarding this matter or any other and are happy to have been able to resolve the issue for you.

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

  Customer response

  12/04/2021

   
  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 update is going to be relatively soon.  Do you have an estimate on when you are expecting to push the update?  I appreciate your addressing this concern.  Unfortunately Ive had my information stolen a few times and it is very messy and time consuming to correct so Im very careful with my information.  
  

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

• Initial Complaint

  12/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid an annual fee to Young Living so I could order their products for my personal use. I was never able to place orders through their website, but had to call and place them, which is too much trouble. I wanted to make sure that the membership would not auto-renew, as often happens, but have not had any luck.

  Business response

  12/02/2021

  Dear *****,

  
  We are reaching out today regarding Better Business Bureau Report ID < ********>,expressing your concern with wanting to make sure you will not be charged for an annual renewal fee. I am happy to inform you that Young Living does not require that you pay an annual fee. However, we do have a few requirements if you would like to be a Brand ******* ****** of Young Living. For example, the purchase of a business essentials kit and agreeing to the **** agreement. 

  To remain an active brand partner, you must do at least of one of the following things within a rolling 12-month period to remain a brand partner. Enroll someone with YL., Earn commission,Achieve the rank of Star or higher or purchase a business tool.

  
  As you had stated in your concern you are wanting to purchase the items for personal use. The only requirement you would have, is to reach out to *********************************** to be able to place an order.

  
  We invite you to contact us with any further concerns regarding this matter or any other and are happy to have been able to resolve the issue for you.

  
  Sincerely,

  **********

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I returned my Young Living August subscription order in September and I still have not received my refund. I have chatted/called with Young Living support functions multiple times and am always told (after hours of waiting), the refund will be processed in **** business days. It's been 2 months, and I still don't have the refund. It's ridiculous that I have to chase the company and continue wasting time without any resolution.Purchase date: Aug 22 2021 Return receipt process date (confirmed by YL): Sept 21 2022 Date of refund: nonexistent

  Business response

  11/05/2021

  Hello *********, 

  We are reaching out today regarding Better Business Bureau Report ID <********>, expressing your concern about your refund. 
  We sincerely apologize for the frustration youve had with the status of your refund regarding a returned order. I was able to look into your account and notice on 11/04 our payment specialist agent was able to process a refund back on the original order form of payment. You should receive this refund **** business days starting from 11/04. Also, I would be more than happy to send a confirmation of your refund to the email address on file. 
  
  We invite you to contact us with any further concerns regarding this matter and we're happy to have been able to resolve the issue for you.

   

  Lashanay T. 

• Initial Complaint

  10/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order over a week ago and still have not received tracking information. My order has been processing in the warehouse for over a week. I have attempted to call & chat with customer service, however Im never able to actually contact an actual person. I've made several calls but their phone queue has a multiple hour wait time each time. I've seen other complaints online and on BBB about this delay but NO communication from young living on delays. Absolutely awful service.

  Business response

  10/29/2021

  Dear Brittany,
  We are reaching out today regarding Better Business Bureau Report ID <********>, expressing your concern about the tracking information for the order that was placed on 10/21/21. 
  
  We sincerely apologize that you were unable to get in contact with our agents. Due to business changes with the company and with the holiday launch we've been a little busy than usual. I took a look into your account and proceed to process a replacement with expediting shipping. The order should arrive at the end of next week. As a friendly reminder, with the holidays around the corner. You might expect some delays with the shipping carrier due to unpredicted circumstances. Also, I sent you a copy of the order details from the email address on file. You will not see this order in your order history since this order is processed on our end. The order details will provide the order number, item, shipping address, and shipping timeframe of the order.
  
  We invite you to contact us with any further concerns regarding this matter or any other and are happy to have been able to resolve the issue for you.

   

  Lashanay T. 

  Customer response

  11/08/2021

   
  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

  10/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a member of YL for over 3 years now and just this past week they have charged me 3 TIMES for the same order!! I would like reimbursement for 2 of the charges!!

  Business response

  10/23/2021

  Dear ********,

  
  We are reaching out today regarding Better Business Bureau Report ID < ************* expressing your concern with being charged 3 times for your order 163483208515729

  
  I have pulled up your account and see that the original order *************** had a processing error that caused it to cancel. The funds were taken and then refunded due to the cancelation. This was an internal issue on our end. We have reprocessed your order to get it shipped out to you in a timely manner.

  
  I do apologize for the confusion that this has caused. The way you should be seeing this on your end is a charge attempt of *****, a release of the hold for ***** and then a charge of the *****. The release/refund of the ***** can take **** business days to show back up on your end. I see that this had processed on the 17th of October. You should see this resolved in your account no later than the 29th.
  If for any reason you do not see this on your end by that point,please contact us for an additional inquiry.

  
  We invite you to contact regarding this matter or any other and are happy to have been able to resolve the issue for you.

  Sincerely,

  
  **********

  
  

  Customer response

  10/25/2021

   
  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

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They set up a subscription service that Ive cancelled several times and every month they continue to charge me. Ive emailed, tried to call, tried to log in different ways and it kicks me out. There is no customer service available to help resolve and Im tried of them charging me without consent

  Business response

  10/20/2021

  Dear *****,

  
  We are reaching out today regarding Better Business Bureau Report ID < ************* expressing your concern with your subscription order that you had requested to be canceled. I completely understand that this can cause some inconveniences. We sincerely apologize that you are having this experience.

  
  I have pulled up your account and see that you had contacted in on 10/19/2021. During your conversation I see that your Subscription order has been canceled and your confirmation number is 179106973.

  
  On 10/2/2021 I see that you had reached out to have us assist with canceling your subscription. At this time, we had provided you with the information on how to cancel the subscription and offered to cancel the program for you, but before we could cancel the subscription, we need to have a confirmation of the loss of benefits. We did not hear back from you regarding the loss of benefits.I do however see that you did leave a review for your experience with the conversation on 10/9/2021.
  I was unable to find any additional communications regarding your account. I have searched the contact information provided by the BBB report as well as your account. Is there possibly a different number you had used to contact us regarding this concern?

  
  In addition to confirmation of your Subscription order being canceled, I have sent you a return label for the duplicate order you had received in September, if you would like to return this order for a refund. The details for the return will be provided in a confirmation email for the request. You will also receive the return label with in 48 hours of the request from ********************** If you do not want to return the order, please disregard the return label.

  
  I apologize for the confusion that this may have caused.

  
  We invite you to contact us with any further concerns regarding this matter or any other and are happy to have been able to resolve the issue for you.

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

• Initial Complaint

  10/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The third order... it took 3 weeks to get delivered! I ordered on 10/1/21. After contacting customer service 2 times with no resolution, either time, I contacted them. The first time I contacted customer service, I was told they were processing orders from 10/8 and 10/9, and they couldn't tell me where my order was!! While waiting for the order, and waiting on the online chat for 2 hours both times. On the order that took 3 weeks to be delivered I had to contact customer service again to have my loyalty rewards issued!At this point I decideto use my loyalty rewards, placing an order 10/7, then I notice on 10/8 I was charged the full amount, even though I had the box checked. Contacting customer service the day after I placed the order, I'm told the order is already processed there is nothing I can do except pay another **** to return it after it is received. I asked if they could at least add the order to my subscription so it would count add my order this month. I was told no

  Business response

  10/14/2021

  Dear Hannah,

  
  We are reaching out today regarding your Better Business Bureau Report ID ********. We are sorry to hear about your experience and do understand your frustration. After reading your complaint and reviewing your account I see your concerns. The first order you were referring to was on September 1st, 2021. In reviewing the tracking of the order, it left our warehouse and was scanned by ***** on the 9th, outside our normal processing time frame, then 9 business days for delivery on September 21st. Normally, with Economy shipping selected, transit time to you is 7 business days. I am sorry on both counts for the processing and travel time of this order.
  In reviewing your Loyalty Points order complaint, and based on what you provided in it, I am confident I know what happened. When using points toward product and you check the boxes, there is a button below in this section that you select to Apply the points to the order before the points apply to the product selected. I believe this button was missed while you were placing your order. Its a new platform and I am sorry for the confusion.

  
  Upon researching your complaint, I believe there are a few things we can do to assist you. We would like very much to set up a time I can discuss what we can do for you. Again, I do understand your frustration and happy to assist. If you could reply with a good time for us to call you, we would be happy to do so.

  We do value you as a member of the Young Living Family and would like the opportunity to prove it.

  
  We will await your response,

  
  Sincerely,
  **************
  Young Living ****** Services Representative

• Initial Complaint

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aria ******** was purchased 7/22/20. Business was initially contacted on 7/15/21 about the ******** no longer working. I was advised the metal plate needed to be fixed and the part would be mailed to me. I waited approximately 5 weeks and nothing arrived. Business was contacted again, stated the order never processed and would be mailed out again. I waited another 3 weeks, nothing. Spoke to another representative who stated the previous representative I spoke to said I disconnected the call and I would now have to pay for the part. I paid the $6 + shipping just to be able to use it after so many weeks passing by. The part finally arrived and the Aria ******** still does not work. I contacted the company to replace the whole ******** and stated I was out of warranty. If the product was replaced at my initial call, I'd be in the 1 year warranty. I want the ******** replaced completely under warranty.

  Business response

  10/09/2021

  Dear Ashley,

  
  We are reaching out today regarding Better Business Bureau Report ID <********>, expressing your concern with Aria ********* I am so sorry that you have had to contact in repeatedly to get a resolution.

  
  I have listened to all the communications from this experience,and have posted my findings below, to help clear up any confusion and frustrations.

  
  The first call I found, came in on 9/11/21 where you stated that the Aria ******** was not working. We had assisted with setting up an order for the Aria ********** plate and key set. Unfortunately, at this time we were dealing with issues regarding payment confirmation on our end. This caused us too not have a confirmation that the payment had failed processing before the call ended. I am sorry that we were not able to confirm the purchase and it was consequently canceled by our internal system.
  

  We received your second call on 9/29/21 where we had found that the order had been canceled. After checking on the credit card info, we determined that it had been entered incorrectly into the system. By correcting the CC, we successfully processed order 166994916.

  The third call I found was on 10/8/21 where we were informed the ultrasonic plate had been unsuccessful in correcting the issue. At this time, we had set up a replacement for the Aria ******** and ended the call.
  

  I found an email that followed up shortly after the previous call on 10/8/21 This email stated:

   Upon checking here,the ******** you purchased was already out of the 1 year warranty, my apologies as i may have miss looked the information. So, the replacement will not be sent, please reach out to us again, to confirm if you still want a new ******** but you have to purchase it in it's wholesale price.

  The final call I found was on 10/8/21 Where we had set up a replacement for the order as an exception to policy. In addition to the exception for the inconvenience of the confusion on our end I see that we had sent you the full Premium Starter Kit. I did not hear this mentioned in the call, so please do not be alarmed when you see the extra items in the order.

  We invite you to contact us with any further concerns regarding this matter or any other and are happy to have been able to resolve the issue for you.
  

  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. ↩