Report: #1147747

Complaint Review: Rodan and Fields

  • Submitted: Sun, May 18, 2014
  • Updated: Sun, May 18, 2014
  • Reported By: Envirowoman — Chicago Illinois
  • Rodan and Fields


Rodan and Fields Rodan and Fields-bad customer service, fradulent charges to credit card, poor product for the money Dallas, TX Nationwide

*General Comment: Rodan and Fields

Show customers why they should trust your business over your competitors...

 I went to a party with a Rodan and Fields representative.  They promoted the products from Rodan and Fields.  I purchased a Redifine Regimen which consisted of four products which are to be combined in steps.  I used the products which included a scrub/clay mask, a toner and a lotion.  By the first five minutes my face was burning like crazy.  I took all the material off and went to work.  Within an hour my face swelled up and I had welts on my face and down my neck.   I called customer service who tried to strong sell me into another product.  I wanted to just return the product period.  The purchase receipt said there is a 60 day return policy (minus the shipping and handling).   I sent the entire set of products back (at my expense $ 12) and I didn't get my money returned.  I called over there and they did not have record of receiving the package. I told the rep I had the receipt from the post office and she then asked for the number on the receipt. 

The representative was extremely rude and told me she had to charge me for one of the other items (seperate from the package I purchased) and my return would not occur for another 3-4 weeks.  She tried to hard sell me on more products. I only wanted to get off the phone.  Three weeks go by and I went to go on a trip and my account was overdrafted so I couldn't take out money from it while in another state.  Rodan and Fields charged me over $250 for products and shipped a box to my door of the same regimine I returned for the bad reaction all without my permission. 

Now I have to take the box back, pay $ 12 again and their shipping and handling fees for something I did not buy!



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#1 General Comment

Rodan and Fields

AUTHOR: Susan H - ()

I sympathize with you and want to clarify some of the issues while I am not directly involved I can give you some insight.  

Did you talk directly to the consultant that you purchased the products from? They are the best to help you. We have access to dermatological nurses to consult on any concerns or questions with respect to products from the customers. They should have also instructed you on how to make the return properly and how to cancel any future orders. These are two separate steps because a customer may want a different product than what they returned. We also require a return form with the return so that the proper credits can be applied.  The consultant or the customer has the ability to change or delay a future order or cancel the membership altogether as long as this is atleast 5 days prior to the next order being shipped.

Our company offers a 60-day satisfaction guarantee which requires that you return the product even if the bottles are empty within 60 days of placing the order. Since you received another order, it sounds like you signed up as a Preferred Customer which gives you a 10% discount and free shipping on your order and autorenewal on future orders.

It would seem that you had an allergic reaction or sensitivity to an ingredient in one of the products or that you have sensitive skin and may not have known it.  Having a reaction to a product is frustrating for anyone, but can happen easily with any product from any company.  Sometimes our skin reacts simply from a change in our routine particulalry if, we have sensitive skin.  Typically, we demonstrate the products when we introduce them to people particulary in the party setting that you mention. We also do a skin analysis for each prospective customer so that we recommend the products that are right for them. Some people can have more than one concern and if skin sensitiivity is indicated as one of the concerns then that is what we treat first.

We sell products specifically for sensitive skin and the customer service person was likely suggesting that as an alternative product given your skin's reaction and sensitivty to the products that you ordered. Understandably, you were likely upset and frustrated and just wanted your money back while she was trying to suggest a solution. Our full ingedient list for each product which is readily accessible on the website or can be provided by your consultant can assist with any known sensitivites or allergies. Having said that, we often do not know we are sensitive until we experience irritation or that we are allergic until we react. I am sorry that you had a reaction.

Finally, it does take time to receive and process returns and while the company can issue a credit to your card, it is not instantaneous and further depends on your particular bank how long it takes that bank to issue the credit back to your card, and of course based on these three events: 1) receiving product and processing return, 2) Company issuing the credit, 3) Bank issuing the credit relative to your statement cycle, it could take time to actually see the credit on your statement.

Our products were developed by Stanford-trained, practicing dermatologists, these products are clinically proven and independently tested.

Hopefully, by this time all of the returns and credits are sorted out. If you are still dissatisfied, i would contact your consultant.

I hope this helps.

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