I have been a member with Melaleuca since January. A friend of mine is a sales/referral representative and asked me to sign up. I agreed to sign up and bought products for the last couple of months. I have actually found that I like some of them, others do not. The products are not my issue, I will leave it up to an individual to decide if they like them. My issue with this company is their billing practices. This last month I was out of town and could not order my products and so a back up order was sent. I understood that one would be sent and was fine with this, however the company charged me twice for the order. This charge was showing pending on my acct (bank) on Thursday and I waited to call. I figured perhaps something had happened with the company and the pending charge would drop off. That does happen from time to time if any company keys the number in wrong or for some reason charges it. Usually the company who does this will correct the error before it goes to my bank and he pending charge will drop off and it will never be taken out.
Anyway, on Sunday night both charges went through. One charge for 61.15 for my backup order and another identical charge of 61.15. I was livid about this obviously and called the following morning. Monday morning I spoke with a woman who was quite rude about the whole thing - repeatedly asking me if I was sure that the charge had gone through and stating to me that she couldn't see anything on her end. I told her that was fine and insisted on speaking with a manager. When the manager got on the phone she informed me that 1) the company was aware double charges had been made in error the following week and 2) The finance dept wasn't in until 8, however she would follow up on this for me and get it taken care of for me and would call me later in the day.
The fact that the company KNEW that there were going to be double charges and didn't contact me is simply unacceptable. The fact that that manager never called me back, never followed up or anything was also unacceptable. When I got home from work on Monday night, I checked my account and saw no refund and I had received no messages (and my husband hadn't gotten a call from Mela either) about the issue. I called back to the customer service number and got another person who asked me a couple of times if the charge went through. I asked if there was any notes and the rep informed me that there was a note stating that I had talked to a manager, but nothing more. I asked for a manager again. The next manager was a complete idiot. I know that's not nice, but the man they had me talk to kept telling me he understood in a condescending tone and stated he couldn't really do anything to help me. I explained I was upset and asked what he meant by not being able to do anything for me. He was no help. I told him he was making me mad and needlessly escalating the call and asked to speak to someone else.
The next manager I spoke with was Nick, and he was very helpful. One out of 5 - that's how many it took to get anyone within the company that knew what they were talking about! He informed me again the company knew about the issue and that I needed to now submit a copy of my bank statement - something I couldn't do at the time and then he informed me I could screenprint a copy of my bank statement and email it to him directly (why they didn't tell me that earlier I don't know!). I emailed the statement to him and he stated he would have it taken care of.
Unfortunately when I called today I couldn't get a straight answer from Mela when the request was finalized on their end and I am still waiting to get my money back. In the mean time, that 60.00 was about all I had to last me for the week.... sad but true. I just started a new job and haven't gotten paid yet - and am completely broke until they fix this. While I do have confidence this will be resolved I am still going to be cancelling my account with them.... in writing! *The only way you can cancel with them*
This is a company that knowingly took money from my account that was not theirs and then have been nothing but a pain in the a*s about getting it back (except Nick, he seemed competent).
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