Complaints

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

close

Find a Location

Rodan + Fields has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/21/2022

  Type:Delivery 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 something from R+F back in March of this year but haven't placed an order since. It's now November 21, 2022 at 8pm. I am located in ********. This company allowed someone to log in to my Rodan and Fields account from across the country (********), change my shipping address, and place a $749.00 order without any confirmation or consent from me that it was a legit order or a legit change of mailing address. I am now out $749.00 on skincare that will be shipped to *******************************, ***************************************************** - who is not me nor have I ever heard of her. Reading over their policies, it seems they do not allow refunds but also don't do anything to protect from fraudulent orders happening. Extremely disappointed in this company and will absolutely never be purchasing from them again.

  

  Business Response

  Date: 11/28/2022

  Hi, we are sorry to hear of your experience. Our records confirm you spoke with our ************* Team who issued you a full refund on November 21, 2022. Please allow 3-5 business days before your funds are back into your account. Although you did not request that your account be closed, a member of our ************* Team will contact you to discuss.

• Initial Complaint

  Date:11/10/2022

  Type:Billing 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.

  The business started the process of shipping me over $200 worth of products by billing my credit card even though I had not authorized an order. Usually, they alert PC Perks customers that their discounted order is coming ready, and this prompts the customer to look in their pre-populated cart to adjust order as needed, or to cancel it. That did not happen this month. I ended up cancelling my membership BECAUSE they insist on having a credit card on file. Since I cant rely on them to secure the account by not automatically billing me for products I dont want this month, I find this business very risky to do business with. What I want is that they remove the requirement to hold a credit card on file for PC Perks members because they just start placing orders for customers without the customers authorization. This is SUCH a security violation!

  

  Business Response

  Date: 11/10/2022

  Hi, we are sorry to hear of your experience with Rodan + Fields and are sorry to hear you closed your Preferred Customer (PC) account.Before a PC account is created, the Terms and Condition of becoming a PC must be read and agreed to. Our records confirm you received and opened your courtesy email reminder on November 5, 2022. Due to system requirements, each individual must have at least one card on file at all times, however, Rodan +Fields does not place orders. Customers have the convenience of choosing the dates of their orders and have the option to delay an order if they wish to.For Customers who do not wish to have a replenishment order, we do offer Retail Customer accounts. We understand you were able to speak with our ************* team and were refunded on November 10, 2022, in the amount of $273.56. We appreciate you bringing this matter to our attention.

• Initial Complaint

  Date:11/04/2022

  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.

  My credit card was used to fraudulently make at least two purchases (so far) with Rodan + Fields. I have never personally opened an account with R+F and have never given them my credit card number or phone number. Someone has fraudulently opened an account, and was able to make an additional charge even after I notified my credit card company of the initial fraud, because R+F was able to update their payment system with my new number automatically, allowing the fraudster to make a repeat purchase. According to online forums and reviews, this is a common practice with R+F specifically and has been occurring for years. It appears the company has not taken any meaningful steps to prevent this from happening.

  

  Business Response

  Date: 11/08/2022

  Hi, were very sorry to hear this has happened to you. Our records show you were able to speak to a member of our ************* Team on November 4, 2022, and they were able to issue two refunds ($238.12 and $208.49). You should receive the funds back into your account within 3-5 business days. Additionally, the account was closed on November 4, 2022. We are sorry for any inconvenience and frustration this has caused. Thank you for bringing this to our attention.

  Customer Answer

  Date: 11/08/2022

  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:08/15/2022

  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 received unwanted items from Rodan & Fields that I was not able to cancel the order in time, the automatic order on 05/19/22, order #********** delivered on 5/24/22. I initiated a return on 6/16/2022 before 07/18/22 (the last day to return). On 6/24/22, I sent an email since I tracked the item and saw it was delivered. I was provided with case # ******** and told that it takes 12 days for the refund to be processed. I waited until 07/06/22 to request an update on the status of refund as I tracked the return shipment and saw it was delivered on 06/23/22 to R&F but with no response from the company and no information on a refund. I have sent numerous emails since, I will get an email saying apologies and that a refund will be processed but I never receive one. I later am told via email that R&F was not able to process the refund to my credit card as they keep receiving an error message. I reach out to the ************ I use and they have not seen any such attempts. I then request my ************ to assist with the claim. I was told that since 60 days have passed since purchase they normally do not but after sending copies of the correspondence with R&F they agreed to look into it. Within days of having them initiate, I received an email from R&F expressing apologies and providing me with 3 options to receive a full credit of $138.92. I elected the first option they provided as I am told that this would be the fastest route, which was putting a new card on file. I did this and of course, as to their nature, my emails bounce back and go unanswered. I called on 08/05/22 a week after providing them with information and was told by the rep, that the agent working on my claim was still trying to process a refund to my old card. I call again on 8/10/22 and speak to ***** reference ******** who stated he would send a message to have my card credited. I still have no refund. I would like help in getting my refund, please. Very disappointed with R&F dishonesty.

  

  Business Response

  Date: 08/19/2022

  Hello, we are so sorry to hear of the experience you had with your refund and return. After your return is received it can take up to 15 business days for a refund to process. Our records indicate ************* attempted to issue a refund multiple times, however, ************* received errors. Additionally,we can confirm a refund was successfully completed on 8/17. We appreciate you bringing this to our attention.

• Initial Complaint

  Date:07/21/2022

  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.

  The company sent me an email in March of 2022 offering me 30% off a purchase of $150 or more and it said it expired on Dec 15th. When I attempted to the use coupon I was unable to. I called their customer support line. I forwarded them the email I had received 6 times. I took screenshots of the coupon I received that included the date. They acknowledged that they sent me a coupon for 30% in March of 2022 but said it had expired in Dec of 2021. When I asked them to honor the coupon and called them out for sending me an expired coupon they refused to do so. They acknowledged what they had done and that it was misleading but said I had to pay full price for their products. They acknowledged all the proof that I had including the date being included on the emails.I think it is unfair business practices to mislead customers and send them coupons that expired 3 months prior to when the coupon is issued. Then when the customer attempts to use it to expect them to pay full price and refuse to honor the promotion that was sent.I would of understood if it was some mistake and they offered me a different coupon to honor what they advertised to me. I told them I even would of been ok with a lesser amount. They never acknowledged that it was a mistake though. They just said different months they have different promotions (they admitted this was a promotion sent out in March). When I pointed out that it isn't a promotion for that time period if it is already expired. They said nothing. I asked how I could trust any future promotion from them. They said nothing. In the end they offered me a small bottle of sunscreen and no adjustment to the products I actually wanted.As stated, I would of been happy even if they would of acknowledged the email was an error and offered me at least 15% off instead of the 30% off.

  

  Business Response

  Date: 07/25/2022

  Hi, were so sorry to hear of your experience trying to use your 30% discount. This is not a typical experience with R+F, and we apologize for any inconvenience this has caused you. We see you were able to email with our ************* Team, and were offered the 30% discount. Please reply to our ************* Team for further assistance with your 30% discount. Thank you for bringing this to our attention.

• Initial Complaint

  Date:07/15/2022

  Type:Customer Service 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.

  Two orders were returned with in the time frame. I kept trying to get a refund and was told it must have been lost even though tracking shows it was returned and received back to Rodan and Fields. So I disputed it with my credit card company. Rodan and Fields lied and said I didn't return the products even though I have tracking showing they were returned and received by Rodan and Fields. So the credit card company charged me back for my dispute and Rodan and Fields won't give me my money back. I want my almost $400. I don't have the product and I paid for it and I need this money. It is my money. You are stealing. This is the biggest bunch of c*** I am on the phone with someone every day and nothing has been resolved. GIVE ME MY MONEY BACK. I returned your unopened products with in the time frame. I am getting interest on purchases I don't even have that were sent back months and months ago.

  

  Business Response

  Date: 07/19/2022

  Hello, we are sorry to hear of your experience with your refund and return. We can assure you this is not a typical experience with R+F.Our records indicate two refunds were issued on June 28, 2022 in the amounts of $172.72 and $172.72. These funds show be reflected in your account. We appreciate you bringing this matter to our attention. If you have any further questions, please contact our ************* Team at *************************************** or ************.