Complaints

This profile includes complaints for Rodan + Fields's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rodan + Fields

  3001 Bishop Dr Ste 450 San Ramon, CA 94583-5005

  
• 

  Rodan Fields Skin Care

  3240 Bamburgh Ct Charlotte, NC 28216-5820

• 

  Rodan + Fields

  112 8826 Blackfoot Trail SE Calgary, AB T2J 3J1

• 

  Rodan + Fields

  11501 Domain Dr Austin, TX 78758-3483

  
• 

  Rodan and Fields

  Dallas, TX 75211

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding a fraudulent transaction on my Rodan + Fields account & the companys failure to process a promised refund, despite acknowledging the fraud & recovering the full order. On 5/14/25, an unauthorized party gained access to my account and placed an order that amounted to $2,373.96 . Notably, the password on my account was never changed, which raises serious concerns about the integrity of their security systems. I was presented with 2 options: file a claim through my bank or work with their Order Protections team. I chose to cooperate with R+F directly, under the assumption that the matter would be handled ethically & professionally. I was told by Jobelle from the Order Protections team that the order was confirmed to be fraudulent, that I was not at fault, & that I would receive a full refund within 57 business days. When they attempted to issue the refund, my card was temporarily locked due to the fraudulent activity. As soon as the card was reactivated, I informed R+F, yet they refused to reissue the refund. Despite the fact that *** successfully recovered all products from the fraudulent order, I haven't received the refund I was promised. I have followed up repeatedly & have been told many times that my case has been escalated, but I have not received a meaningful update in weeks. Every day I am told there are no new updates. I have also been denied access to speak with any supervisor or decision-maker. This has been deeply frustrating & unacceptable, especially being a customer for over 10 yrs. At this point, people need to know the type of business they are trusting. I have documented everythingemails, voicemails, & phone call recordingswhich clearly demonstrate Rodan + Fields acknowledgment of the fraud, the promise of a refund, & their subsequent failure to follow through. I need immediate resolution of this ********** demand that the originally promised refund of $2,373.96 be issued without further delay.

  

  Business Response

  Date: 06/23/2025

  Thank you for the opportunity to respond to Ms. Eaton's complaint. After a thorough review of the details surrounding the three orders, we were unable to detect fraudulent activity, and the account does not appear to have been accessed outside of authorized use. The orders in question were created through the "buy now" option created by [email protected] (the email on file for Ms. Eaton's account), processed and shipped to Ms Eaton, who confirmed receipt. Rodan + Fields offered a "good faith" refund of $395.66 on June 6, 2025 for one of the orders; however, as per our Return Authorization Form indicates, before any further refunds could be issued and due to the high value of the returns, the returns required validating upon receipt at the warehouse.The returns were confirmed on June 19, 2025, and the outstanding refunds have been issued. The refunds were as follows:
  
  Order #1335783460 - Refunded on 6/6/25 in the amount of $395.66 (good faith refund).
  Order #1335783461 - Refunded on 6/20/25 in the amount of $824.29.
  Order #1335783463 - Refunded on 6/20/25 in the amount of $1154.01

  Depending upon Ms. Eaton's financial institution, the refunds could take 7-10 days to show in her account. We trust this resolves Ms. Eaton's concerns, but we remain available should any further clarification be needed. 

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered eyelash serum from this company on May 9th as my attached receipt shows. The company got their money but I did not get the product I ordered. When I called to inquire it took 2 days for them to respond with too bad so sad. Their advice dispute the charge with your back we have absolutely no intention on making this right. I am never dealing with this company again. Im also going to file a congressional they should not be able to just keep a persons money. I will tell EVERYONE about this since I work in the Beauty industry. Not a company to do business with no integrity what so ever.

  

  Business Response

  Date: 06/13/2025

  Thank you for advising of *** ****** complaint, submitted on June 7, 2025. We have reviewed the circumstances surrounding *** ****** complaint and her claim that we responded with "too bad, so sad," which is false. *** **** placed an order with R+F using ApplePay as the billing method. Unfortunately, because all the information was not complete when submitted, the order became a "ghost order." Additionally, the order was placed using ********************** and she contacted us using *********************** which added to the difficulty in finding the order. Please note, *** **** contacted Rodan + Fields via the automated system on June 4, 2025 at 11:04AM. A team member (***** *.) attempted to call her on June 4, 2025 at 11:56AM. Less than an hour after receiving her communications. Since the team was unable to locate the order with the information *** **** provided, we did advise *** **** via voicemail to contact her bank and dispute the charges. ***** advised he would call back but was unable to reach *** **** to explain what transpired.

  On June 9th, after receiving the BBB complaint, our Order Protection Team finally located the ghost order. Again, since the information used was different, it took some time. We have attempted to contact *** **** several times to receive more information on her payment method so that we may provide a full refund; however, to date she has not responded to our attempts at contact. If she would kindly call us back, we are more than happy to provide the refund in full. We look forward to promptly handling this matter for *** ****. 

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last month I have been trying to cancel a subscription. My consultant, whom I don't have any contact with, set up my email account and subscription. I contacted R&R by email, phone call and via their chat feature and no one has been able to cancel my subscription because my email address doesn't match. I waited for another order to come in so I could share the other number, and they still won't cancel it because I can't provide them with an email address. They keep billing me and sending me product and regardless of the channel and the numbers of times I try to escalate it, I get no resolution

  

  Business Response

  Date: 06/04/2025

  Thank you for brining this matter to our attention. We have reviewed Ms. ********* concerns and can confirm that a full refund has been issued. Additionally, Ms. ********* subscription has been canceled to ensure no further charges will occur.

  We believe this resolves the issue, but please let us know if any further information is needed. 

  Customer Answer

  Date: 06/04/2025

  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

  Date:12/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They withdrew money from my ****** account and cant tell me why. I called them and had to leave a message. Received a call the next day. Stated that I didnt order from them and never received the funds. ****** said they did .

  

  Business Response

  Date: 01/03/2025

  Hi, were sorry to hear of your experience with Rodan +Fields. Our records indicate you were able to speak with our ************* Team on December 20, 2024, about your flexible subscription order on your secondary account. On December 24, 2024, a refund in the amount of $64.68 was submitted back to your ****** account. Additionally, a member of Rodan + Fields left a voicemail for you on January 3, 2025, to discuss this further. If you have any questions, please let us know. Thank you for bringing this to our attention.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 22 my consultant account with ********************** was cancelled by the Company. They claim it was because I did not pay to renew my membership. I never received a renewal notice, and I also never received any communication about the cancellation. I have been a consultant since 2015 and receive several communications from them a month. My email has not changed, so there is no reason for me to not have received the notifications.

  

  Business Response

  Date: 12/20/2024

  Hi, we're sorry to hear of your experience with your account. We will a member of our *** team reach out to you regarding this matter. Thank you for bringing this to our attention.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought my subscription had been canceled. It was not. So when I automatically received the rodan and fields box I called they sent me a return label and said I would get a refund in a couple of weeks. I mailed the package on November 1. I have the receipt. The tracking number states the package was received on November 4th. I have made MULTIPLE attempts to call them by phone. I have spent significant time on the phone- automated- no one answers. I still have not received my refund. They owe me $ ******. I have not be refunded and have NOT be able to get in touch with anyone. I dont know what to do.

  

  Business Response

  Date: 11/26/2024

  Hello, were sorry to hear about your recent experience with Rodan + Fields. We understand how frustrating this situation must have been and appreciate you reaching out. Our records show that you spoke with our ************* team on October 30, 2024, and November *******, regarding your order. Per your request, during your conversation on October 30th, your account was closed. *** issued a full refund of $204.36 on November 25, 2024. Depending on your financial institution, the refund should reflect in your account in the next 3-5 business days. Thank you for bringing this to our attention. If you have any further questions or concerns, please dont hesitate to contact us. We value your feedback and are committed to improving the customer experience.

  Customer Answer

  Date: 11/27/2024

  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.
  

   

  yes, they refunded my money after they saw the complaint filed.  Thank you. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase from this company over 3 years ago and without my permission they started charging my account this month. My card was previously replaced and so the charge was not processed. However, they are fraudulently attempting to charge me,as I have had no contact with them for years.

  

  Business Response

  Date: 11/26/2024

  Hello, we sincerely apologize for any inconvenience caused by your recent experience. According to our records, you were enrolled as a Preferred Customer (PC), which includes participation in our auto-charge flexible subscription program for Rodan +Fields products. Please be advised that your PC account has been closed as of November 25, 2024. No further attempts will be made to charge your card. We appreciate you bringing this matter to our attention and value your feedback.If you have any additional questions or concerns, please let us know. 

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have mailed an item to be returned and refunded and have not gotten an acknowledgement and cant reach anyone on the phone or on chat to get and ETA of my refund.

  

  Business Response

  Date: 11/22/2024

  Hi, we are sorry to hear of your experience with your return.After looking into this further, a refund was issued on November 22, 2024, in the full amount of $202.23. You should receive the funds back into your account within 3-5 business days, depending on your financial institution. We appreciate you bringing this to our attention. 

• Initial Complaint

  Date:11/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was formerly a consultant and realized that my account had been closed because I thought my renewal fee would automatically drafts as is usually does and my email account filtered out all of the emails regarding the details of the transition to the new business model. My account was deleted after 7 loyal years being a consultant member of the company over not seeing the emails to pay $9.99 to keep my account due to an email filtering algorithm that is outside of my control. The company was unwilling to work with me to help me when I called in wanting to remedy the situation. The company opened up to consultants in 2007 and I joined in 2017, so if this is how they treat someone who has been a customer and consultant for almost half the time they have been in business this way, I cant imagine how they treat the average customer. Brand loyalty means nothing to them because they will drop you over $9.99.

  

  Business Response

  Date: 11/22/2024

  Hi, we're sorry to hear of this. While under no legal obligation to do so, as a courtesy, we have reinstated your account. We had a member of the *** team reach out to you to assist. 
  

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a consultant with *** for many, many years. I would approximate a decade, or more. I have always renewed my consultant position yearly. My renewal date is Jan 25, 2025. I did renew on Dec 30th, 2023 for another year. The same day I received the email of acknowledgment that I was up for renewal, as I always did. I tried to order product on Oct 2nd and I was notified that my account no longer existed. I wrote sales support and they said to clear my cashe. I did without solution. I was in the midst of moving so I forgot about ordering. I went to order again on Oct 18 and called customer support for assistance. I was informed on the phone that my account no longer existed as I did not renew my consultant account. I told the girl on the phone that I had done this on Dec 30th of 2023 and wasnt up for renewal and I had email proof. She kept insisting that I did not agree to keep my consultant status. She told me that I was supposed to do this between July and September because they sold the company to someone else and I had disregarded the email. I argued and fought for an hour as I did not receive this email. If I had, I would have simply clicked it and renewed. She looked into my account and told me that I had opted out of emails from head office in Oct 22 so I didnt receive the email I needed to receive. I told her I wanted to speak to a supervisor and after arguing she put me on with someone. The supervisor told me she would call me back on Tuesday (the 22nd) with a resolution. She told me that I couldnt have my account back as it was deleted but she understood my situation and they would find a solution such as giving me another account with consultant status. However, she did not sound like she had any intention to call me back and just wanted me off the phone, as I had been arguing for the past hour+. I have yet to receive a phone call and I do not believe I will. I am not going to pay $700 to become a consultant again. Please, help!

  

  Business Response

  Date: 11/06/2024

  Hi, we're sorry to hear of your experience with your account. We will a member of our *** team reach out to you regarding this matter. Thank you for bringing this to our attention.

  Customer Answer

  Date: 11/08/2024

  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,
  
  ******** ******

   

  Hello! I am happy to confirm that they have reinstated my account. The person who called was very helpful and kind. I am very happy with this outcome! Thank you for your help!