Complaints
This profile includes complaints for Melaleuca, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 93 total complaints in the last 3 years.
- 28 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/27/2023
Type: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 submitted multiple requests to cancel my account and they will not cancel it. After several failed attempts to cancel, my credit card on file expired and they are still charging it. More cancellation requests were submitted and they will not respond or cancel my account.
Business Response
Date: 06/02/2023
To Whom It May Concern:
We recently received a notice from your office regarding a concern expressed by Ms. ********.
Based on her communication to the BBB, we understand Ms. ********’s complaint relates to
cancellation of her Melaleuca account. Thank you for bringing this to our attention and providing
us an opportunity to respond. We appreciate the opportunity Ms. ******** gave us to do business
with her and extend our apologies to her for any inadvertent errors that may have prevented us
from being more responsive to her inquiries regarding her account.
Ms. ******** enrolled with Melaleuca as a Member on July 8, 2022. As a Member, Ms. ********
committed to order a certain amount of product points from Melaleuca’s catalog each month in
return for a 30% to 50% discount on all products ordered and eligibility for discounted services.
By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Members like Ms. ******** agree to receive and pay for a Backup Order in any month during
which they do not order at least the amount of product points that they committed to order.
Members can select the products that will be included in any Backup Order they might receive.
If they make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca. Members like Ms. ******** also agree that, should they wish to cancel
their Melaleuca account, they will complete and send a cancellation notice to Melaleuca.
(Excerpts from the Terms and Conditions of Melaleuca’s Customer Membership Agreement
addressing Backup Orders and cancellation are appended below for reference.)
According to our records, Ms. ******** received a Backup Order for the months of March and
April 2023 because she did not meet her product order commitment as a Member for those
months. Melaleuca was first notified of Ms. ********’s desire to cancel on May 24, 2023. We
note that we did not cancel her account previously because we had not received a written
cancellation notice from her. However, as of May 30, 2023, Ms. ********’s account has been
cancelled and, as such, she should not receive any more products, Backup Orders, or charges.
Moreover, as a gesture of goodwill, we have issued a full refund to Ms. ******** for the March
and April 2023 Backup Orders that were charged to her account. We wish Ms. ******** all the
best. If she has any further questions, she may contact Melaleuca’s Customer Service department
at ************.
Sincerely,
***** *******
Vice President of Global Sales Planning and Operations
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
The Backup Order Agreement: If I am enrolling as a Member, I agree to purchase products totaling at
least 35 Product Points each month (plus tax and shipping and handling). I authorize Melaleuca to ship
the designated Backup Order for any calendar month in which my product orders are less than 35 Product
Points. Melaleuca is under no obligation to ship any products not paid for.
Customer Membership Agreement: I may cancel this Agreement for any reason at any time by
completing and submitting a Member Benefits Cancellation FormInitial Complaint
Date:05/25/2023
Type: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.
This company will not delete my credit card from their accounting system. This strong hold of my credit card could me to have to cancel and reorder another one. They will take money from you every month without your approval. I tried to talk to them about this issue with no resolution in sight. I give this company 1 star for customer satisfaction.Business Response
Date: 06/01/2023
Re: ****** ******, #********
To Whom It May Concern:
We recently received a notice from your office regarding a concern expressed by ****** ******.
Based on his communication to the BBB, we understand Mr. ******’s complaint relates to
charges for Convenience Certificates he received from Melaleuca. Thank you for bringing this to
our attention and providing us an opportunity to respond. We appreciate the opportunity Mr.
****** gave us to do business with him and extend our apologies to him for any inadvertent
errors that may have prevented us from being more responsive to his inquiries regarding his
account.
Mr. ****** enrolled with Melaleuca as a Member on November 28, 2020. As a Member, Mr.
****** committed to order a certain amount of product points from Melaleuca’s catalog each
month in return for a 30% to 50% discount on all products ordered and eligibility for discounted
services. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Members like Mr. ****** agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of product points that they committed to
order. Members can select the products that will be included in any Backup Order they might
receive. If they make no such selection, any Backup Order they receive will include a variety of
products selected by Melaleuca. In lieu of a Backup Order, Members like Mr. ****** may
receive a Convenience Certificate that acts as a rain check (paid for at the time of issuance) for
Members to redeem the products they would have purchased, but at a later date. (Excerpts from
the Terms and Conditions of Melaleuca’s Customer Membership Agreement addressing Backup
Orders and Convenience Certificates are appended below for reference.)
According to our records, Mr. ****** did not meet his product order commitment as a Member
for the month of July 2022. As a result, Melaleuca issued a Convenience Certificate as Mr.
******’s Backup Order. Mr. ****** similarly did not meet his product order commitment
between August 2022 and April 2023, so he was charged for (and received) a Convenience
Certificate for each of those months.
Mr. ****** contacted Melaleuca on May 26, 2023, to redeem the value of some of his
Convenience Certificates. That same day, Melaleuca received a written request from Mr. ******
to cancel his Melaleuca Membership. As such, his Membership has been canceled and he should
not receive any more charges for Backup Orders or Convenience Certificates. Moreover, per Mr.
******’s request, Melaleuca removed his credit card information from its systems and, as a
gesture of goodwill, refunded him for each of the Convenience Certificates he received but did
not redeem.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s
Customer Service department at ************.
Sincerely,
***** *******
Vice President of Global Sales Planning and Operations
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
The Backup Order Agreement: If I am enrolling as a Member, I agree to purchase products totaling at
least 35 Product Points each month (plus tax and shipping and handling). I authorize Melaleuca to ship
the designated Backup Order for any calendar month in which my product orders are less than 35 Product
Points. Melaleuca is under no obligation to ship any products not paid for.
Convenience Certificate Redemption: After I have been a Member for six months, I may select
Convenience Certificates as my Backup Order and may receive Convenience Certificates as otherwise
provided in this Agreement. If I do not redeem a Convenience Certificate within 24 months, my
Convenience Certificate may expire, as shown on the Convenience Certificate, or, if prohibited by
applicable law, be converted to credit on my account, subject to the terms of Paragraph 7 below.
Convenience Certificates may be redeemed for product or credit on account but may not be returned for
cash except in certain statesInitial Complaint
Date:05/16/2023
Type: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.
Melaleuca sent me a package with about ************** it that I did not order and did not want. The package included cleaning products and personal hygiene items. I send it back on promptly on May 9, 2023 at my own expense. They charged me $82.34 but they only refunded $56.42 because they said that I have to pay postage both ways. In addition, they charged for deodorant that wasn't even in the box. I know this because I never took anything out of the box. I just re taped it and sent it back.They claim that since I ordered something in March, I agreed to buy something every month from now on. Who would agree to something like that? I certainly didn't. Had I known that this was their policy I would not have ordered anything from them. So because I didn't order anything in April they sent me whatever they wanted to send and charged me for it. The reason they said that they did this was because "it was for my protection." Ha ha.This cost me about $25 plus gas and a lot of time waiting in line at **** I shouldn't have had to pay for anything. I made it very clear this morning that they must not send me anything else! Sorry I bought something from them and will never do it again. Hopefully, there won't be another package arriving in May.Business Response
Date: 05/23/2023
Re: **** *****, #********
To Whom It May Concern:
We recently received a notice from your office regarding a concern expressed by **** *****.
Based on her communication to the BBB, we understand Ms. *****’s complaint relates to a
refund for her Backup Order. Thank you for bringing this to our attention and providing us an
opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her
and extend our apologies to her for any inadvertent errors that may have prevented us from being
more responsive to her inquiries regarding her account.
Ms. ***** enrolled with Melaleuca as a Member on March 27, 2023. As a Member, Ms. *****
committed to order a certain amount of product points from Melaleuca’s catalog each month in
return for a 30% to 50% discount on all products ordered and eligibility for discounted services.
By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Members like Ms. ***** agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of product points that they committed to order. Members
can select the products that will be included in any Backup Order they might receive. If they
make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca. (Excerpts from the Terms and Conditions of Melaleuca’s Customer
Membership Agreement addressing Backup Orders are appended below for reference.)
A Backup Order for Ms. ***** was processed on May 1, 2023, because she did not meet her
product order commitment as a Member for the month of April. As a gesture of goodwill, we
have issued a full refund for the Backup order.
Ms. ***** requested cancellation information on May 8, 2023, which Melaleuca provided to her
that same day. We note that we did not cancel Ms. *****’s account previously because we had
not received a written cancellation notice from her in accordance with the Terms and Conditions
of our Customer Membership Agreement. (An excerpt from the Terms and Conditions
addressing cancellation is appended below for reference.) Ms. *****’s account has been
cancelled and, as such, she should not receive any more products or charges.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ************.
Sincerely,
***** *******
Vice President of International Customer Care, Sales Operations, and Policy
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
The Backup Order Agreement: If I am enrolling as a Member, I agree to purchase products
totaling at least 35 Product Points each month (plus tax and shipping and handling). I authorize
Melaleuca to ship the designated Backup Order for any calendar month in which my product
orders are less than 35 Product Points. Melaleuca is under no obligation to ship any products not
paid for.
Customer Membership Agreement: I may cancel this Agreement for any reason at any time by
completing and submitting a Member Benefits Cancellation FormInitial Complaint
Date:04/10/2023
Type: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 cancelled my credit card on file so the company could not charge me. The company continued to charge my credit card on file which didnt go through (because it was cancelled) and then still sent me the products even though there was not payment received. I clearly cancelled my credit card so they wouldnt be able to charge me, YET They still sent me products and a bill. I never wanted the products. What kind of company sends product without payment and then demands me to pay it the bill without giving me an opportunity to pay them back. Then they started texting me saying I would get a late fee if I didnt send it back ASAP within a day of closing my account. This is harassment at this point. I shouldve known better to buy from this company.Resolution: Leave me alone and dont bother me anymore. Dont send me a bill for products I never authorized. I know for a fact that you have to out to throw out any products that you receive as a return, so why do you want them back so bad.Business Response
Date: 04/20/2023
To Whom It May Concern:
We recently received a notice from your office regarding a concern expressed by ******
********. Based on her communication to the BBB, we understand Ms. ********’ complaint
relates to a Backup Order she received from Melaleuca. Thank you for bringing this to our
attention and providing us an opportunity to respond. We appreciate the opportunity Ms.
******** gave us to do business with her and extend our apologies to her for any inadvertent
errors that may have prevented us from being more responsive to her inquiries regarding her
account.
Ms. ******** enrolled with Melaleuca as a Member on January 30, 2023. As a Member, Ms.
******** committed to order a certain amount of product points from Melaleuca’s catalog each
month in return for a 30% to 50% discount on all products ordered and eligibility for discounted
services. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Members like Ms. ******** agree to receive and pay for a Backup Order in any
month during which they do not order at least the amount of product points that they committed
to order. Members can select the products that will be included in any Backup Order they might
receive. If they make no such selection, any Backup Order they receive will include a variety of
products selected by Melaleuca. (Excerpts from the Terms and Conditions of Melaleuca’s
Customer Membership Agreement addressing Backup Orders are appended below for reference.)
According to our records, a Backup Order was processed for Ms. ******** on March 31, 2023,
because she did not meet her product order commitment as a Member for the month of March.
Melaleuca was unable to collect payment for this Backup Order due to an invalid method of
payment. In an effort to collect payment, Melaleuca’s Customer Assistance department spoke
with Ms. ******** on April 8 and April 10, 2023. On both occasions, Ms. ******** would not
pay for the Backup Order, but would not agree to return the products to Melaleuca.
We have emailed a courtesy return label to the email address on file, tracking #
*****************. In good faith that she will return the products, Melaleuca has cleared the
owing balance on her account.
Ms. ******** cancelled her Melaleuca Membership on April 10, 2023, and, as such, she should
not receive any more products, Backup Orders, charges, or communications from Melaleuca.
We wish Ms. ******** all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at ************.
Sincerely,
***** *******
Vice President of Global Sales Planning and Operations
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
The Backup Order Agreement: If I am enrolling as a Member, I agree to purchase products totaling at
least 35 Product Points each month (plus tax and shipping and handling). I authorize Melaleuca to ship
the designated Backup Order for any calendar month in which my product orders are less than 35 Product
Points. Melaleuca is under no obligation to ship any products not paid for.
Customer Membership Agreement: I may cancel this Agreement for any reason at any time by
completing and submitting a Member Benefits Cancellation FormCustomer Answer
Date: 04/21/2023
Complaint: ********
I am rejecting this response because: Your statements are false. You know I returned the products and you sent me an email that you received the products I returned. Thank you for the refund, but your statements are, in fact, false. It is really a shame you continue to do business the way you do. I really don't understand how complaint after complaint appears to be similar, yet you say sorry for our mistake and then you obviously do it again. I wish you the best in the future and hopefully these repeated complaints against you can encourage you to look at the way your business is conducted.
Sincerely,
*****************************Initial Complaint
Date:04/06/2023
Type: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 October 4, 2022 I ordered $225.96 worth of products from Melaleuca to try them out. Without my consent, $20.52 was charged to my credit card the next day, October 5, 2022. Then on the following dates my credit card was charged for merchandise that I never ordered nor received as follows:December 10, 2022 $92.49 January 2, 2023 $57.52 February 1, 2023. $60.52 March 1, 2023. $60.52Business Response
Date: 04/13/2023
To Whom It May Concern:
We recently received a notice from your office regarding a concern expressed by ********
*****. Based on her communication to the BBB, we understand Ms. *****’s complaint relates to
charges for Backup Orders she received from Melaleuca. Thank you for bringing this to our
attention and providing us an opportunity to respond. We appreciate the opportunity Ms. *****
gave us to do business with her and extend our apologies to her for any inadvertent errors that
may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ***** enrolled with Melaleuca as a Member on October 4, 2022. As a Member, Ms. *****
authorized Melaleuca to charge her an annual membership fee for as long as she remains a
Member, and committed to order a certain amount of product points from Melaleuca’s catalog
each month in return for a 30% to 50% discount on all products ordered and eligibility for
discounted services. By accepting the Terms and Conditions of Melaleuca’s Customer
Membership Agreement, Members like Ms. ***** agree to receive and pay for a Backup Order
in any month during which they do not order at least the amount of product points that they
committed to order. Members can select the products that will be included in any Backup Order
they might receive. If they make no such selection, any Backup Order they receive will include a
variety of products selected by Melaleuca. (Excerpts from the Terms and Conditions of
Melaleuca’s Customer Membership Agreement addressing Backup Orders are appended below
for reference.)
According to our records, Ms. ***** was charged an annual Membership Fee of $20.52 on
October 5, 2022. Because she did not meet her product order commitment as a Member for the
month of November, a Backup Order was processed for Ms. ***** on November 30, 2022. The
delivery of this order was refused by Ms. ***** and returned to Melaleuca on December 16,
2022.
Due to the refused order, when Ms. ***** failed to meet her product order commitment for
December, January, February and March 2023, Melaleuca issued Convenience Certificates as
Ms. *****’s Backup Order, instead of continuing to send products. A Convenience Certificate
acts as a rain check (paid for at the time of issuance) for Members to redeem the products they
would have purchased, but at a later date. Thus, Ms. ***** was charged for a Convenience
Certificate on the following dates: December 31, 2022, January 31, 2023, February 28, 2023, and
March 31, 2023.
As a gesture of goodwill, we have refunded the $20.52 Membership Fee and waived the owing
balances on Ms. *****’s account for the four Convenience Certificates. Additionally, as of April
10, 2023, Ms. *****’s Melaleuca Membership has been cancelled (per her request) and, as such,
she should not receive any more products, Backup Orders, Convenience Certificates, or other
charges.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at *************
Sincerely,
***** *******
Vice President of Global Sales Planning and Operations
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
Annual Membership: $19.00 I authorize Melaleuca to charge my membership each year to my preferred
method of payment as long as I remain a Member.
The Backup Order Agreement: If I am enrolling as a Member, I agree to purchase products totaling at
least 35 Product Points each month (plus tax and shipping and handling). I authorize Melaleuca to ship
the designated Backup Order for any calendar month in which my product orders are less than 35 Product
Points. Melaleuca is under no obligation to ship any products not paid for.
Convenience Certificate Redemption: After I have been a Member for six months, I may select
Convenience Certificates as my Backup Order and may receive Convenience Certificates as otherwise
provided in this Agreement. If I do not redeem a Convenience Certificate within 24 months, my
Convenience Certificate may expire, as shown on the Convenience Certificate, or, if prohibited by
applicable law, be converted to credit on my account, subject to the terms of Paragraph 7 below.
Convenience Certificates may be redeemed for product or credit on account but may not be returned for
cash except in certain states.
Customer Membership Agreement: I may cancel this Agreement for any reason at any time by
completing and submitting a Member Benefits Cancellation FormInitial Complaint
Date:04/03/2023
Type: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 referred my mom, who is 86 years old and lives in ******, and she referred her neighbor, who is also an elderly lady. They don't know how to use internet, so I help them place their orders every month. Last november, my mom's neighbor, changed her card and I have trouble placing her order ever since and nobody offers me a solution, I have complied with everything they have asked me to, and yet every month I have to go through the same issue.I've called every month with the same situation, every time they tell me a different excuse, they ask me for a different thing, which I comply in order to be able to proceed. I've done everything they've asked me for, but this month, even though I called on March 24, they didn't tell me until April 1st, that they needed her signature. Nobody told me that before, and I've been asking them to tell me how to do it, being that I live thousand of miles apart and they are 2 elderly ladies, and they don't offer a solution, they just keep telling me they need the signature, how on earth am I going to do that? In the meantime, her order in the shopping cart is way more expensive that it has always been! So not only they are not part of the solution, they are making it impossible for her to stay, she lives off a pension, how on earth is she going to pay those normal prices? No compassion and no help whatsoever. Terrible customer service, the worst.I called today again, asked to speak to a supervisor, I talked to ***, and she was no help either. She kept saying we can't move on until we get her signature, why nobody told me this? I understand that part, that part is the problem, I asked her to give me a solution, to put herself in my shoes and give me some ideas on how to do it, she kept repeating that they needed her signature in order to move on, but never offered me a solution. How can I ask an elderly lady to go to an internet cafe herself?? What's the point of customer service if they're not going to help or offer a solution??Business Response
Date: 04/13/2023
To Whom It May Concern:
We recently received a notice from your office regarding a concern expressed by *** ********.
Based on her communication to the BBB, we understand Ms. ********’s complaint relates to a
pay method hold issue for her friend and Melaleuca customer, ***** ********* ****** *****.
Thank you for bringing this to our attention and providing us an opportunity to respond. We
appreciate the opportunity Ms. ******** gives us to do business with her and extend our
apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries.
We have resolved the pay method hold issue with Ms. *****’s account. Because Ms. ********
is not an authorized user of Ms. *****’s account, we do not feel it is appropriate for us to
discuss the specifics with Ms. ******** without Ms. *****’s express authorization.
We wish Ms. ******** and Ms. *****’s all the best. If they have any further questions, they
may contact Melaleuca’s Customer Service department at ************.
Sincerely,
***** *******
Vice President of Global Sales Planning and OperationsCustomer Answer
Date: 04/18/2023
Complaint: ********
I am rejecting this response because:The issue has just been partially resolved, we appreciate the hold on her account was lifted, but when attempting to process her order being in her cart since March 24th, now there's a pop up window saying she needs to go to the bank and make a deposit. We have mentioned innumerable times that she's an elderly woman who lives by herself, she lives in ****** and I live in *******, I've been trying my best to help her put her orders every month, but asking her to go to the bank to make a deposit to the company every time she wants to put an order doesn't make sense. Melaleuca has always been very helpful, but regarding this issue that's been dragging up since last November, customer service hasn't been helpful at all, this seems totally out of character with any dealings I've had with this company before and I'm puzzled.
All we've been asking for since last November, is for her to be able to put her orders online every month with her card, without having to go to the bank, I don't think that's too much to ask. Please find a way for her to do that.
Sincerely,
***********************Initial Complaint
Date:03/16/2023
Type: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 repeatedly tried to cancel an annual Melaleuca Deals membership for 3 years. Every year I have another charge to my credit card despite canceling. I havent used this service in the past 3 years and just want it canceled! My membership shows inactive and canceled, yet Im still getting charged. Member #********Business Response
Date: 03/24/2023
March 24, 2023
Better Business Bureau
P.O. Box 191279
Boise, ID 83719Re: ******* *******, # ********
To Whom It May Concern:
We recently received a notice from your office regarding a concern expressed by ******* *******.
Based on her communication to the BBB, we understand Ms. *******’s complaint relates to an owing
balance for her subscription to Melaleuca’s service Mela Deals. Thank you for bringing this to our
attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave
us to do business with her and extend our apologies to her for any inadvertent errors that may have
prevented us from being more responsive to her inquiries regarding her account.According to our records, Ms. ******* enrolled with Melaleuca as a Member on January 15, 2019. A
few weeks later, on March 11, 2019, Ms. ******* subscribed to Mela Deals, a subscription service
which saves its members up to 50% on dining, entertainment, movie tickets, shopping, and more.
Melaleuca Members receive a discount for this subscription, which can continue beyond the term of a
Melaleuca membership.When Ms. ******* emailed Melaleuca to cancel her Melaleuca membership on September 4, 2020, she
did not advise us that she wanted to cancel her separate Mela Deals subscription. As Ms. *******
indicated in her communication to the BBB, she has been charged the annual subscription fee for each
year since her cancellation. Per her request to Melaleuca on March 16, 2023, her Mela Deals subscription
has been cancelled and the 2023 renewal fee of $41.99 was refunded to her original method of payment.
She should no longer receive any further charges or communication from Melaleuca.We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 208-534-3000.Sincerely,
Wayne B******
Vice President of Global Sales Planning and OperationsCustomer Answer
Date: 03/25/2023
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:03/13/2023
Type: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.
Melaleuca withdrew unauthorized funds from my checking account, didn't send any product to me and then said they did and I sent it back to them. I intended to send the products back to them but they never sent it. They they withdrew $60.00 dollars from my account. Said they received the product back but never credited my checking account. This business, Melaleuca, is a pyramid scam, I called and told them I didn't want anymore of their products and they withdrew funds. I'm 79 yrs old and live on SS, I feel they took advantage of me. I did write a letter to them saying I quit their business.Not nice people. I also talked with my bank, fraud, they are looking into the situation. I received no products for that $60.00.Business Response
Date: 03/24/2023
March 24, 2023
Better Business Bureau
**** *** ******
****** ** *****
Re: ***** ******, # ********
To Whom It May Concern:
We recently received a notice from your office regarding a concern expressed by ***** ******.
Based on her communication to the BBB, we understand Ms. ******** complaint relates to a
Backup Order. Thank you for bringing this to our attention and providing us an opportunity to
respond. We appreciate the opportunity Ms. ****** gave us to do business with her and extend
our apologies to her for any inadvertent errors that may have prevented us from being more
responsive to her inquiries regarding her account.
Ms. ****** enrolled with Melaleuca as a Member on December 8, 2022. As a Member, Ms.
****** committed to order a certain amount of product points from Melaleuca’s catalog each
month in return for a 30% to 50% discount on all products ordered and eligibility for discounted
services. By accepting the Terms and Conditions of Melaleuca’s Customer Membership
Agreement, Members like Ms. ****** agree to receive and pay for a Backup Order in any month
during which they do not order at least the amount of product points that they committed to
order. Members can select the products that will be included in any Backup Order they might
receive. If they make no such selection, any Backup Order they receive will include a variety of
products selected by Melaleuca. (Excerpts from the Terms and Conditions of Melaleuca’s
Customer Membership Agreement addressing Backup Orders are appended below for reference.)
According to our records, a Backup Order of products was processed on January 31, 2023,
because Ms. ****** did not meet her product order commitment as a Member for the month of
January. Melaleuca was unable to collect payment for this Backup Order due to an invalid
method of payment, so the order was not shipped. Instead, Melaleuca issued a Convenience
Certificate as Ms. ******** Backup Order in the amount of $60.52. A Convenience Certificate
acts as a rain check (paid for at the time of issuance) for Members to redeem the products they
would have purchased, but at a later date.
On February 13, 2023, Melaleuca had yet to receive payment for the Convenience Certificate’s
owing balance and a late payment fee of $10 was processed. On February 26, 2023, Ms. ******
updated her method of payment and paid the amount owed for the Convenience Certificate.
Ms. ****** cancelled her Melaleuca Membership on February 14, 2023, and, as such, she should
not receive any more products, Backup Orders, or charges. As a gesture of goodwill, we
refunded the Convenience Certificate amount ($60.52) to Ms. ******** method of payment and
waived Ms. ******** late payment fee of $10.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at ************.
Sincerely,
Wayne B******
Vice President of Global Sales Planning and Operations
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
The Backup Order Agreement: If I am enrolling as a Member, I agree to purchase products totaling at
least 35 Product Points each month (plus tax and shipping and handling). I authorize Melaleuca to ship
the designated Backup Order for any calendar month in which my product orders are less than 35 Product
Points. Melaleuca is under no obligation to ship any products not paid for.
Convenience Certificate Redemption: After I have been a Member for six months, I may select
Convenience Certificates as my Backup Order and may receive Convenience Certificates as otherwise
provided in this Agreement. If I do not redeem a Convenience Certificate within 24 months, my
Convenience Certificate may expire, as shown on the Convenience Certificate, or, if prohibited by
applicable law, be converted to credit on my account, subject to the terms of Paragraph 7 below.
Convenience Certificates may be redeemed for product or credit on account but may not be returned for
cash except in certain states.
Customer Membership Agreement: I may cancel this Agreement for any reason at any time by
completing and submitting a Member Benefits Cancellation FormInitial Complaint
Date:02/22/2023
Type: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.
Hello, I'm trying to close my Melaleuca account due to customer service issues, and product payment, and also receive my certificate money which equal out to almost 300 bucks..I paid for a backup package end of November, beginning of December 91 bucks and didn't receive until January. I have 4 emails showing that I was trying to get in touch with someone regarding my order, but emails never responded to, so upon me researching I seen the customer service rep entered my address wrong because I moved and when I placed my backup order the end of Nov, beginning of Dec I called customer service rep to change my address, address was entered wrong so package went to wrong house, and now Melaleuca trying to charge me again for the order I received in January. I want my account canceled and I want all of my certificate money *****************.Business Response
Date: 03/03/2023
March 3, 2023
Better Business Bureau
P.O. Box 191279
Boise, ID 83719Re: ******** ****, #********
To Whom It May Concern:
We recently received a notice from your office regarding a concern expressed by ******** ****.
Based on her communication to the BBB, we understand Ms. ****’s complaint relates to a
Backup Order and cancellation of her Melaleuca account. Thank you for bringing this to our
attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****
gave us to do business with her and extend our apologies to her for any inadvertent errors that
may have prevented us from being more responsive to her inquiries regarding her account.Ms. **** enrolled with Melaleuca as a Member on September 12, 2020. As a Member, Ms. ****
committed to order a certain amount of product points from Melaleuca’s catalog each month in
return for a 30% to 50% discount on all products ordered and eligibility for discounted services.
By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement,
Members like Ms. **** agree to receive and pay for a Backup Order in any month during which
they do not order at least the amount of product points that they committed to order. Members
can select the products that will be included in any Backup Order they might receive. If they
make no such selection, any Backup Order they receive will include a variety of products
selected by Melaleuca. (Excerpts from the Terms and Conditions of Melaleuca’s Customer
Membership Agreement addressing Backup Orders are appended below for reference.)According to our records, a Backup Order for Ms. **** was processed on November 30, 2022,
because she did not meet her product order commitment as a Member for the month of
November. Due to a change in Ms. ****’s address, this Backup Order was accidently delivered
to an incorrect address. We reshipped the order per Ms. ****’s request on December 23, 2022,
but, again, it was accidently delivered to the same incorrect address.Ms. **** updated her address through the Melaleuca website on December 31, 2022. That same
day, a Backup Order for Ms. **** was processed because she did not meet her product order
commitment as a Member for the month of December. This Backup Order was delivered to the
corrected address; however, the charge did not clear Ms. ****’s preferred method of payment.
Consequently, in January 2023, a late fee was processed for that owing balance.Ms. **** requested cancellation information on January 3, 2023. We note that we did not cancel
her account previously because we had not received a written cancellation notice from her in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for
reference.) Additionally, Ms. **** sent her cancellation request to a Melaleuca email address
(*********@e.melaleuca.com) that is no longer active.We have refunded the November Backup Order and, as a gesture of goodwill, we have waived
Ms. ****’s December owing balance and refunded the balance of her Convenience Certificates.
Her account was cancelled on February 23, 2023 and, as such, she should not receive any more
products or charges.We wish Ms. **** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 208-534-3000.Sincerely,
Wayne B******
Vice President of Global Sales Planning and OperationsThe Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
The Backup Order Agreement: If I am enrolling as a Member, I agree to purchase products totaling at
least 35 Product Points each month (plus tax and shipping and handling). I authorize Melaleuca to ship
the designated Backup Order for any calendar month in which my product orders are less than 35 Product
Points. Melaleuca is under no obligation to ship any products not paid for.Convenience Certificate Redemption: After I have been a Member for six months, I may select
Convenience Certificates as my Backup Order and may receive Convenience Certificates as otherwise
provided in this Agreement. If I do not redeem a Convenience Certificate within 24 months, my
Convenience Certificate may expire, as shown on the Convenience Certificate, or, if prohibited by
applicable law, be converted to credit on my account, subject to the terms of Paragraph 7 below.
Convenience Certificates may be redeemed for product or credit on account but may not be returned for
cash except in certain states.Customer Membership Agreement: I may cancel this Agreement for any reason at any time by
completing and submitting a Member Benefits Cancellation Form.Initial Complaint
Date:02/21/2023
Type: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 past 6 to 8 weeks, I've been receiving text messages telling me there's some issue with an order I placed from Melaleuca, but I have never placed any order with them or contacted them. Today I received a phonemail asking me to call ***** back at **************. I believe this is a scam, which is why I'm reporting this activity. I have never contacted this company or made any inquiries about their products. I would like them to stop contacting me.Business Response
Date: 02/23/2023
February 23, 2023
Better Business Bureau
P.O. Box 191279
Boise, ID 83719Re: ***** ********, #********
To Whom It May Concern:
We recently received a notice from your office regarding a concern expressed by Roger
********. Based on his communication to the BBB, we understand Mr. ********’s complaint
relates to messages he has received from Melaleuca. Further, we understand that Mr. ********
is not a Melaleuca customer. Thank you for bringing this to our attention and providing us an
opportunity to respond.Mr. ********’s phone number was mistakenly added to a customer account when that customer
enrolled with Melaleuca in October 2022. After receiving the communication Mr. ********
provided to the BBB, we investigated the matter and discovered that the new customer
accidently provided a phone number that was one digit off. The phone number has been
corrected and Mr. ******** will not be receiving any additional messages from Melaleuca.We extend our deepest apologies for this inconvenience and wish Mr. ******** all the best.
Sincerely,
Wayne B******
Vice President of Global Sales Planning and OperationCustomer Answer
Date: 02/25/2023
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,
***************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.