ComplaintsforYoung Living Essential Oils, LC

• Initial Complaint

  10/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My monthly automatic order was processed before I could change the items so I contacted customer service and they sent me a return shipping label. I then sent back the items that I did not wish to purchase vis the prepaid *** shipping label they provided. After ******************************************************************************************************************* shipping and give them a week and check back. After a week I went back on chat and they said shipping department would be issuing a refund which still has not happened. I contacted them again and they said my order and shipping label is voided after a certain amount of time and they could not find information in the system. **************** on chat said they would escalate to head of shipping to process the refund and get back to me. Then on Sep 25th I contacted them again they said to reach back if I did not get the refund in the next 10 days and they would send me an email. This still has not happened to date.

  Business response

  10/05/2021

  Dear Megan,
  
  We are reaching out today regarding Better Business Bureau Report ID <********>, expressing your concern about issuing a refund. 
  
  First, we sincerely apologize for any frustration you've had with getting a refund issued to you. We have been a lot busier due to some business changes that have happened recently. I do see that the order has been returned to our warehouse and a refund will be issued to the original form of payment. You should receive your refund within **** business days. 
  
  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, 
  Lashanay T. 
  

• Initial Complaint

  10/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order two weeks ago and still have not received tracking information. If young living plans on their customers relying on them for alternative medicine, this is completely unacceptable. I've made three calls and their phone queue is 2-4 hours 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

  10/01/2021

  Hello *****, 

  Thank you for reaching out to let us know that your order has not been shipped. I understand the frustration when a shipment doesn't arrive when expected. 
  

  I have sent a replacement for this order to the original address and I have upgraded the shipping two levels to Expedited, that can take up to 5 business days to be delivered. I will keep an eye on the shipment as well and send the tracking to your email once it is shipped. 

  Again, thank you for reaching out to inform us of this discrepancy. 

  Thank you for being a valued Member of Young Living. If you have additional questions or concerns, or if Young Living can assist you in any way, please feel free to contact our **************************** via telephone at **************, via e-mail at ********************************** or via our Live Help feature at www.youngliving.com

  Customer response

  10/03/2021

   
  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

  09/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 28, 2021, I placed an online order attempting to use my loyalty points. Somehow, my account credits were used instead. I called Young Living and talked to a rep who didn't speak English as a first language. She told me she would take care of my problem and use my loyalty points on the order. I explained I wanted to not use the account credits but use the loyalty points instead. All she did was place another order for the exact same products and use my points. So, on the same day, two orders were placed for the same two products; one using account credits and one using loyalty points. I have been a member since 2014 and have placed monthly orders which used to be called ER and now are called subscription. My August 29, ***************************************** the warehouse. Now it's time for my Sept subscription to process. I haven't even received my August subscription. Why would I want an additional order to be processed if they can't even ship me the August one.

  Business response

  10/09/2021

  Dear *****,

  
  We are reaching out today regarding Better Business Bureau Report ID < ******** >, expressing your concern with July order ********* from 7/28/2021 that had been mistakenly paid for using account credits.

  
  We sincerely apologize for the confusion from the conversation that you had with the representative.  I have listened to the conversation you had that day. The agent had provided the best option for this situation. She had submitted a form for our shipping department to cancel the order. Due to the time frame of the order, it appears that the order had shipped before the warehouse had been able to catch it. I sincerely apologize for this inconvenience.

  
  I have requested to have ha return label sent out to you, if you would like to return the items that were purchased using your account credits.If you would prefer to keep the items, please disregard the return label.

  
  As soon as we see that the order is on its way back to us,we can move forward with processing a refund of your account credits back to your Young Living account.

  
  After looking into your August ********* to save order, I see that you had contacted in on 8/5/21 and we had set up a replacement for the missing order. I see that this order is shipping with *** and is scheduled to be delivered on 10/11. You can see these details when using tracking number 1Z5917W01285239973 and going to the *** website.

  
  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

  09/24/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company is charging for expedited shipping without indicating that warehouse delays may impact the shipping times and without indicating what shipping service will be used. Will not offer refunds despite delays.

  Business response

  09/25/2021

  Dear *****,

  
  We are reaching out today regarding Better Business Bureau Report ID < ******** >, expressing your concern with the delayed orders due to our warehouse, as well as us not being able to provide shipping carrier information before orders ship.

  
  We sincerely apologize any inconvenience that this *** have caused. When it comes to our processing delays in the warehouse, we typically have orders processed within 1-4 business days. I see that your order ********* had been placed on 9/19 and was transferred from our warehouse to the shipper on 9/20.  
  When it comes to determining which shipping company an order will go through can be a little more difficult to know for sure. Our shipping software is designed to choose the best carrier option for you based on your zip code, pricing, and requested transit time.

  
  I apologize for the confusion that *** have come from our previous communications.  I see that we have requested a refund for the shipping on 9/24. The processing time for a refund can take ***** hours to be processed by our payments team. I have brought this to the attention of our Payments Team Lead and requested to have this process expedited.Once the refund is pushed through it will take **** days for processing the refund back to your financial institution.

  I do apologize for the delays that your order is experiencing.I see that your order has not been updated by the shipping company since it had been handed over. There is typically a delay for this status. At this time, we do need to allow some time for orders to be updated within their system. If your order has not received an update by 9/28, we will expedite a replacement out to you at no extra cost.  

  
  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,

  
  Rob W

• Initial Complaint

  09/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a seller of Young Living products. I had to place a minimum order each month. Several months ago I had decided to cancel my account with Young Living. At that time Young Living made changes to their agreement and website. The instructions were that if we did not agree to the changes, our account would be put "on hold" indefinitely. I selected that I did NOT agree to the changes and I selected that I agreed to put my account on hold. Many months later, Young Living suddenly shipped a duplicate of my last order from several months ago and charged my bank account without authorization. I waited on hold for over an hour and finally spoke to someone in a call center who did not cancel my account but told me that I would receive an email. The email never came and my bank account was charged again without authorization.

  Business response

  09/23/2021

  Dear ******,

  
  We are reaching out today regarding Better Business Bureau Report ID < ************* expressing your concern with your account processing 2 orders, one for August and one for September, after you have declined the Brand Partner Agreement, causing your account to be put on hold. 

  
  We sincerely apologize any inconvenience that this may have caused. And would like to confirm that you should not receive any additional charges to your credit card. 
  I have refunded the charges of $66.24 for both August and September. This will be a total refund of $132.48. The refund process will take between **** business days to be deposited back in your account with your banking institution. We sincerely apologize for any inconvenience this may have caused.

  
  Regarding your account termination request, I see that we had sent the Account termination form to your email address on file on 9/22/2021. Please fill out the form in its entirety and send it to ************************************* I have attached our Account terminations policy below. 

  
  11.3 VOLUNTARY TERMINATION A ** Partner may voluntarily terminate their Agreement at any time and for any reason by providing written notice to Young Living resolutions at ************************************ that includes the ** Partners signature, printed name, account number, address, PIN, and telephone number. If a ** Partner terminates the Agreement with Young Living and then re-enrolls within six months, the ** Partner must enroll under his or her former Sponsor.

  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

  09/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since 8/21 I have been trying to get a refund for an auto ship I never received an email reminding me of that I thought I cancelled. For the mast month I have not been able to get a hold of customer service through chat or email to get my refund. I sent the product back as requested and it was accepted in 9/9. I just want my full amount of the order credited! I emailed again this morning and still no response. I did everything properly on my part and need my money back as I have sent the product back.

  Business response

  09/21/2021

  Hello ***!
  
  
  We are reaching out today regarding Better Business Bureau Report ID <********>, expressing your concern with your return. We apologize for the delay in processing your refund, your tracking information was never updated past the 30th from the ************** which resulted in our system not getting notified and the refund not processing. I have gone ahead and processed it manually for you and waived our restocking fee. Please allow for **** business days for the refund to get processed. This will be due to the processing times of your financial institution. 
  
  
  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

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So back in the spring when they changed the ** website and on my first attempt to sign into my account I had to agree to new stipulations and conditions to access my account. I felt that these new conditions were excessive and denying my rights if I ever wanted to be party to a lawsuit against **. I did not agree so I was locked out of my account. I decided that I was fine with being done with ** since the monthly ER order was getting too expensive and the items I wanted to buy with my rewards was never available to purchase with points. However, last month I received an ER order that I did not order. I called the company and after waiting on hold for an excessive amount of time I finally got to talk to a live voice . I requested that my monthly ER orders be terminated and to cancel my account and credit card info. However today they again sent merchandise and charged my card $65.94. I did not order this merchandise.

  Business response

  09/16/2021

  Dear ******,

  
  We genuinely are apologetic for the issues you encountered when simply trying to get your ER cancelled. To address each concern, here is what actions I took. First, I made certain that your ER was stopped and removed your credit card ending in **** so no orders can be charged going forward.Second, for that September order you received, I went ahead and issued a refund back to your credit card ending in **** in the amount of $65.94. Please allow 3-5 business days for it to reflect in your bank. Look for an email confirmation to serve as your receipt. You can keep this order, there is no need to return it. 

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I singed up to be a member of Young Living and help promote the company through sales of the essential oils products that they sell. In July of this year I decided to stop ordering through the company and to close my account with them. I contacted the company and the lady that I spoke with said it had been taken care of. In August of this there was a charge to my bank account for this company in the amount of $62.44. I called them and spoke with another lady, who told me she was sorry, refunded my money, assured me the account would be closed. It is now September and already my account has been charged again with this $62.44. I have attempted to contact them for the past couple of days, I want my account closed and all of my information removed from the company. No one is answering the phones, returning calls nor reaching out to me to correct this problem. I need your help.

  Business response

  09/09/2021

  Dear ********,

  
  We are reaching out today regarding Better Business Bureau Report ID <********>, expressing your concern with your Account being charged after you had requested for you subscription to be canceled.

  
  We sincerely apologize for the frustration youve had with trying to cancel your subscription. I was able to locate the account from your inquiry and would like to inform you that your subscription is currently inactive. I do, however, see that you were charge for your subscription order on 9/05/2021. I see that your subscription cancelation was requested on 7/8/2021. Due to an update of our system this did not take and kept the subscription active. I am happy to confirm that as of 9/8/2021 around 10:40 am you had successfully canceled the reoccurring orders.

  
  I see that order *************** processed on 9/5/20021, for 2 of the Art ********** toners. I sincerely apologize that the order was not canceled completely. I have gone ahead and processed a refund for these items, and you should see a refund of $62.44 in **** business days, back to your original form of payment. You will still receive the items as they have already shipped. You may keep these as this was an error on our end.

  
  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

  09/09/2021

   
  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

  09/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have attempted to contact this company (7 times in the last week) regarding a $200 order, with no luck. Emailing, phone calls, social media, online chat, all with no one answering me. Id like my money back, as well as have someone fix their customer service issue.

  Business response

  09/11/2021

  We are reaching out today regarding Better Business Bureau Report ID <********>, expressing your concern regarding your order.
  We sincerely apologize for the frustration you have had with getting in contact with our agents. We have been a lot busier due to some business changes that have happened within the last month. However, looking further into the order. I noticed the shipping carrier did not update the tracking information to the order, which explains why we were unable to locate your package. Hopefully, we were able to resolve the issues by sending out a replacement and had the order expedited shipping.

  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, 
  Lashanay T. 

  Customer response

  09/11/2021

   
  Complaint: 15840709
  
  I am rejecting this response because:Until I have received my order OR a full refund, I will not accept this response. 
  
  Sincerely,
  
  *************************

  Business response

  09/16/2021

  Hello Caitlin,

  I'm responding to your BBB complaint #********. 
  
  Unfortunately, we cannot refund the order considering the agent has processed a replacement for the original order with your request on 09.10.21. Currently, the order is in transit with the shipping carrier. I would be happy to send you an email with the tracking information of the order. 
  
  We invite you to contact us with any further concerns regarding this matter and are happy to have been able to resolve the issue for you.

  
  Sincerely, 
  Lashanay T.

  Customer response

  09/17/2021

   
  Complaint: 15840709
  
  I am rejecting this response because:
  

  I have yet to receive the replacement order. 

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

  Business response

  09/22/2021

  Hello ********
  Im ****** and I will be taking over from here as Lashanay is assisting another team.
  I am very sorry that the replacement order was not delivered to you. According to the tracking, it should have been delivered to your home on the 17th.You can see that information here:
  https://wwwapps.ups.com/etracking/tracking.cgi?tracknums_displayed=4&TypeOfInquiryNumber=T&HTMLVersion=4.0&sort_by=status&InquiryNumber1=1Z5917W00384440906&requester=ST/trackdetails
  I can try to send another replacement, or I can issue a refund. How would you like to proceed?

  Sincerely, 

  ****** G

  Customer response

  09/23/2021

   
  Better Business Bureau:

   

  Yes, proceed with a replacement please. In the future, I advise against using FedEx.
  
  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

  09/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This may seem minor but it has frustrated me to no end. I have been a customer/distributor of ********************************************* Oils for many years and have been placing monthly orders all this time. I must have spent $10,000 to $15,000 over these years. Their website and customer service support has always been awkward. Today, I was having trouble editing my monthly order. They keep changing the website so I tried to chat online with someone for support. I provided my member number and explained that I just had a general question about editing monthly orders. The rep asked me for my 4 digit PIN. I said that I didnt remember it. She asked me to try to figure it out. I tried two guesses and they were wrong. I told her I would just call the main number and she said you need your PIN to talk to them as well. I found this outrageous. Finally, because I asked to lodge a complaint, she asked me for the last five digits of my SS# and then gave me my PIN. I really want to close my account

  Business response

  09/07/2021

  Dear *****,

  
  We are reaching out today regarding Better Business Bureau Report ID ********, expressing your concern regarding our PIN security policy and the new website store front platform. I will start by addressing the security PIN and say it is not policy to request a PIN for general inquiries. Only when we need to access the account, provide information for an account, place an order, or make changes to an account do we require the account security PIN. I do apologize for the inconvenience this may have caused you and rest assured, this is being passed along to clarify PIN request policy with our agents.

  
  You have indeed been with Young Living a long time and we do value you as a member of the Young Living Family. Regarding the web site changes, yes, we launched an entirely new site in July, complete with an entirely new store front. This site was designed with member requests in mind. Much of the terminology has changed as well as we move forward. I am happy to set up a time for a phone call to go over the new site and changes with you. Together, we can go through it step-by-step if you wish. It would be my pleasure to assist with these issues and get you taken care of.

  
  I will look for your reply to this response,

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

*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. ↩