ComplaintsforYoung Living Essential Oils, LC

• Initial Complaint

  08/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order today with Young Living. My team lead suggested I actually order a different product than the one I ordered. I immediately get on the chat feature with Young living online service to cancel my order and I called Young Living to get a call back to change my recently placed order. It took them over an hour to call me back and they never answered my "chat" so when I answered the phone call I cancelled the chat feature I was also waiting on. They informed me I was unable to cancel or change my order because it was outside of their 30 minute change window. Then they charged me for a shipping label so I have to pay for shipping twice on an order I do not want. They make it impossible to contact them within 30 minutes and then penalize you for not meeting the 30 minute deadline.

  Business response

  08/31/2021

  Dear *********************,

  We apologize for the inconvenience that this has caused for you. As of right now our hold times do exceed over an hour. We are working hard to hire more representatives to help alleviate those times and we appreciate your patience with us.

  As per company policy, there will only be a 30-minute window to cancel or change an order. After that time, we can no longer make any adjustments to an order. This has been communicated via email to all ** members.

  When you got in contact with us the representative followed our Return Policy. In accordance with that policy a refund will be issued once our ******************* receives the return tracking notification. After they receive that return tracking notification the refund will take anywhere from **** business days for it to be accepted by your financial institution. This can be due to their security measures or processing times that they may have.
  For the inconvenience we would be happy to waive the $6.95 return label fee for you.

  If you have any questions, feel free to contact ****** Services either through phones, our chat, or by email.

  Sincerely,

  *******************************  

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an Essential Rewards subscription with this merchant. I have been a member for over four years. My last order was processed 7/29/2021, two (glass) bottles of a fruit drink/supplement called Ningxia Red. I stopped receiving shipping updates around 8/2, around 8/6, with still no product, I decided to track the package. UPS had changed the status from "in transit" to "damaged item, undeliverable" after it arrived about 10 miles from my home, in Tennessee. It still, today, shows this and "check back tomorrow for a delivery date" I had contacted this merchant about 3 times, from 8/6-8/10 regarding this order. Every agent verified that the order was marked "undeliverable" and that I wanted the order cancelled, no longer wanted it, and I requested full refund back to the payment method. Was told several times that the "shipping department" would let me know when refund was issued, via email. I never heard back, so I contacted again, was told refund sent, allow 2-10 business days.

  Business response

  08/25/2021

  Hello ********,
  
  Thank you for reaching out about your refund concern. I do apologize for the delay that you have experienced in receiving your refund for your damaged order ****************** ! I was able to verify that a Payment Specialist issued a refund of $91.08 to the card ending in **** on Tuesday, the 24th. The confirmation number for this is *********.
  
  As this refund has been fully submitted on our end, it will now take 2-10 business days for your financial institution to finalize the refund and return the funds to your account. You are welcome to reach out to your financial institution directly for more information on when you will see the funds. I would like to thank you for your patience as we dealt with this frustrating situation. Please let me know if there is anything further we can assist you with. 
  
  Thank you, 
  Jenni S
  
  
  

  Customer response

  08/25/2021

   
  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

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have informed Young Living over and over. they refuse to correct it. Furthermore they send items to the old address, which I never get. They are stealing money from me; specifically ****** on July 27, 2021 and ****** on August 16, 2021. After speaking to a *** on August 14, 2021 who swore over and over she fixed it and deleted our old address; Young Living sent items AGAIN to the old address on August 16,2021. They are beyond incompetent and they are stealing money. The old address was **** south 1st street in *********, **.; our new address since June 16, 2021 is ************************************************************************************ will NOT get this fixed, period

  Business response

  08/23/2021

  Hello ******
  
  
  I hope you are doing well! I am writing in response to your BBB complaint regarding Young Living Essential Oils. I have had a chance to review your account in detail, along with your interactions with our agents.
  
  
  I am sorry to hear about the issue with your order and understand how frustrating that can be. We do give our customers full access to update the account information anytime it changes, as customers are responsible for updating all applicable information before processing any order. Through our investigation regarding your order from July 26, we found that your order was forwarded to your new address, because of this it has delayed the time your order will arrive but is still in transit to you. Also, one of our agents willingly sent a replacement order to the updated address, because of the amount of time that it was taking the carrier to forward it, and that replacement order was delivered on August 20, so you will be receiving double the product you ordered. We are happy to send a return label at no cost to you for the additional items. The Subscribe to Save order placed August 14 that was going to the old address was canceled and a new order was placed and sent to the new address which arrived August 19. I can understand the confusion with that order as you are not able to see the canceled order and the updated order on your account. We have had to place order ********* on our back end and that is why you cannot see it on the storefront. However, the emails should have been sent once the order had shipped. Additionally, regarding the charges you received, it appears that you have been signed up on our monthly subscription orders since September 2019. Thank you so much for your loyalty! With the Subscribe to Save program, you have the freedom to change your processing date, address, payment method, items, and even skip or cancel at any time. If you haven't received your orders, we ask that you contact us promptly so that we can correct them. If you would like to set up a return for the orders you have been charged for, we are happy to help with that at any time.
  
  
  I hope you have a wonderful day!
  
  
  Sincerely, 
  
  
  BJ M
  Member Services 
  Young Living Essential Oils 
  ******************************************************************************************** 
  
  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 **************************** via telephone at **************, via e-mail at *********************************, or via our Live Help feature at www.youngliving.com.

  Customer response

  08/24/2021

   
  Complaint: 15777976
  
  I am rejecting this response because: No order was ever forwarded, that is a LIE! Furthermore the website maintained the incorrect address despite my telling Young Living the correct address over and over. In addition the post office has NO RECORD of any order being forwarded and in fact has our new address on file, ******************************************** and has had that since 6-16-21. This insipid response is exactly why Young Living ranks just 1.9 stars out of 5 on BBB, they manipulate, leave out facts and have no problem telling boldfaced lies. Their saving ***** is the products are good, but the service completely sub-standard.
  
  Sincerely,
  
  ***********************

  Business response

  08/24/2021

  Dear ******,
  
  Regarding our website you were correct. It appears our two systems did not communicate with each other properly - one system accepted the new address while the other (our website), did not. To that end, I just now (9:25 AM EST) corrected the error by making the new address, ************************************************* the default address, effective immediately. Additionally, as this may be a technical issue, I submitted a ticket at 9:45 AM MST to our IT team to explore it further and help prevent this issue from recurring.
  
  Sincerely,

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/14/21 $287.53 amount taken out. My account has been inactive for some time now and i have not ordered from them in a year. Randomly last month they took out the same amount and I called bc I can’t even log into my account to change anything. I do not live at that address anymore. And they gave me a refund after on the phone for an hour. I asked her to make sure it was off bc my account was inactive. Here it is a month later. Taken out AGAIN. I called and told them what happened last time and they are giving me issues getting a refund, also I was told it would be taken care of and shouldn’t have this issue again. But here it is and they are denying me my money back when I didn’t place an order.

  Business response

  08/19/2021

  Thank you for reaching out *******, 
  
  I do apologize for the frustration you have experienced with your account in July and again this month. Please rest assured that I have investigated your account thoroughly and IT has been made aware of the situation that caused these issues for you. I was able to verify that you have been successfully removed from the Subscribe to Save program moving forward. This means that you will not have any future orders process without your consent. 
  
  I have issued a full refund of $287.53 to the Paypal on file for order #****************** that was processed on August 14th. Please be aware that it can take 1-5 business days for PayPal to add the funds back to your account. The confirmation number for this is***-***-**** 
  
  I appreciate your patience while we worked to correct the situation for you. Please let me know if there is anything more I can do to assist you. 
  
  
  

• Initial Complaint

  08/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order on 7/29/2021 and paid $126.69 for product I still have not received. Website says “processing in warehouse.” I had an online chat with someone on 8/12 I requested the order be cancelled. I was told because of the status it could not be cancelled. Someone from the warehouse would reach out to me in 24/48hrs. 8/14 another chat. Told it was business says and I would hear from the warehouse 8/16. Been in queue for 44 minutes for yet another chat because I have no product and have not heard from the warehouse. I want my money back.

  Business response

  08/18/2021

  Hello *****, 

  I would be happy to assist with cancelling that order and getting a refund processed for you. I've reached out to our shipping department and they have cancelled the order. Our Payments Team has also been contacted and they've issued a refund for you. It will take the refund about 1-10 business days for it to appear on your bank statement. This can be due to your financial institution and their security measures they've put in place.  

  If you have any additional questions or concerns, feel free to reach out to our Customer Service Department!

   

  Davis

  Customer response

  08/18/2021

  
  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

  08/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Order was placed early july to redeem my rewards points.....due to a site error with their new webpage it charged me the whole amount and did not use my rewards points. It has been over 30 days and 5 plus times I have had to contact them and they still have not issued the refund, I sent the package back July 28th and they recieved it but again still no refund. I called customer service 8/28 and they said all they could do was send an email and it would be 10-14 more business days which would put me at over 6 weeks of holding my refund hostage for their site’s malfunction. They have not offered anything else to compensate for the difficult this has caused either. They have lost a 3 plus years monthly customer because of this issue and the disregard to issue the refund

  Business response

  08/13/2021

  Dear *******,
  
  
  Thank you for reaching out to Young Living! We apologize that it's taken this long to get a resolution. At this time our Returns Department is 10 business days behind schedule. We've expedited your return, and your refund has begun processing. Please allow 1-10 business days for the refund to process and to show in your bank statement. This can be due to the security measures put in place by your financial institution. 
  
  
  If you have additional questions or concerns, or if we can assist you in any way, please feel free to contact us via:
  
  
  Telephone at ###-###-####
  Fax at ###-###-####
  Email at [email protected]
  Live Help feature at www.youngliving.com

  Sincerely, 

  Davis

  Customer response

  08/13/2021

  
  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

  08/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed two orders on July 15, 2021. One order was a one-time purchase. The other was a subscription purchase. The one-time order was immediately shipped and received. The subscription purchase was charged on my card for 164.69 a month ago and has not shipped. I have inquired four times and no one can seem to tell me why it has not shipped and why I can't get a refund. It seems to be based on other complaints that young living likes to take people's money and not provide products. I have sent emails and 7 days later received this reply. Reviewing the information you have provided along with additional information I have found. I see that it would be best to take this time and follow up with our Shipping Department. In doing so I have filled out the proper paperwork for order *********. Once our Shipping Team has had time to review this order and all the information provided to them, they will reach out to you." I have reached out and they all say that can't refund my money

  Business response

  08/13/2021

  Dear ***** ****,

  We are reaching out today regarding Better Business Bureau Report ID <********>, expressing your concern with the shipping delay for Subscribe to Save Order #*********.

  We sincerely apologize that the order has taken longer than expected for delivery. We have gone ahead and refunded the amount of $164.69 back to the card on file. For the inconvenience, we have also added a $10 credit to your account. This can be used for shipping or other Young Living products.

  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, Alexis S.

  Young Living Essential Oils
  Global Headquarters
  **** ** ********** ***
  Lehi, UT 84043

  Customer response

  08/14/2021

   
  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

  08/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  So I have had nothing but issues with Young Living since day 1. I tried to order from them via the phone, but they wouldn't let me because I didn't want the same upline. They told me I'd have to e-mail resolutions which took days. In the meantime I tried to start a live chat to see if they could help, and the girl figured out how to get me ordered. I ordered from her on July 15, 2021 and I asked her when I was going to get my order confirmation e-mail. She said she's sending it right now. Hours went by and I STILL didn't get it so I had to start more live chats and wait 30-45 minutes each time. And they don't even have a ding so you know when they message. I also had to call and was on hold for over an hour. Finally I got it. Did I EVER get an e-mail with my tracking information??? NO!!! I have e-mailed, called over and over, live chatted and I STILL haven't received my order and I know it hasn't shipped. Today I called and the girl was supposed to call me back & never did.

  Business response

  08/16/2021

  Hello ********,

  I am writing in response to your BBB complaint regarding Young Living Essential Oils. I'm so sorry to hear about your delays with getting contacted with our agents. We have been a lot busier due to some business changes that have happened within the last month.

  After reviewing a few contacts, there were some things I'd like to clarify for you. On July 12, 2021, your account shows it was inactive for the 12 months. Since you had not placed an order for the past 12 months, we will take into consideration that the information on your account may have changed and may need to be updated. The agent suggested if you would like to keep the previous Sponsor and Enroller on the account and in the call, you were undecided about a new Sponsor and Enroller and did not have one in mind. You gave the agent the permission to place you under our Placement Program and you disconnected the call before we finished changing your upline. Per company policy, if the member cannot provide a specific Sponsor or Enroller, the member will be placed in our Placement Program. In order to change the Sponsor and Enroller after being placed into the Placement Program, they will need to email our Resolutions team at [email protected] in order to have their upline changed. The agent provided the contact information to [email protected] with a response time of 7-10 business days.

  Our records show Resolutions has reached out to you on 07/12/21 to assist you with the referrer changes. On 07/19, Resolutions responded to your email to assist you with a new referrer, but they had received communication stating that you'd like to opt out of the changes.

  In addition, on July 15 our records show that an agent sent out you an email with the order details of your order which was placed on July 12th. We apologize that there was an issue with your order and we were able to resolve the issues by sending out a replacement with a complimentary item and had the order expedited shipping.

  Business response

  08/23/2021

  We sincerely apologize for the delays in getting in contact with our agents. We have been a lot busier due to the business changes that have happened within the last month. We are glad to hear we were able to resolve your issue by sending out a replacement, partially refunding your order, and adding a complimentary item for the inconvenience.  Since we cannot process a refund to the original payment on file, we confirmed with you that a check has been sent out and will take up to 15 business days to receive it. 

  Customer response

  08/23/2021

  
  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

  07/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unfortunately, I have a YoungLiving Subscription account. I contacted YL Customer Service via chat on July 22, 2021 and requested that I skip July's subscription order. I was advised that my July subscription would be skipped and my subscription would resume on August 23, 2021. However, my credit card was charged $85.58 on July 23, 2021. This is going to cause a financial burden, as I was not expecting these funds to come out of my account. Furthermore, YL has the audacity to tell me that my order is packaged for shipment and I'll need to return it in order to receive a refund. This wasn't an error on my part. My Member # is ********, pin ****, and email is *********************. I would appreciate a prompt refund. I can be reached at *********************

  Business response

  07/24/2021

  Dear *****, 

  Below is the email that we sent you today:

  I am following-up regarding your BBB complaint. I am so sorry you have had a difficult experience with us!
  
  I see that this was sent over to our Payment Specialists for a refund. They are not here on the weekends, but you will be refunded on Monday. From there it takes 2-10 business days to show up on your account. I have also added $10.00 of account credit to your account. You can use that on any future orders.
  
  It was our mistake that the order did process even though you had asked for a Grace Month. I apologize that this created a bigger issue for you. Rest assured that we have provided the proper training for agent. Please do not hesitate to reach out if you have any further questions or concerns.
  
  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 www.youngliving.com.

   

*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. ↩