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:02/20/2023
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 requested my account with this company be closed in July of 2021. For the last several months they have been leaving me messages saying that there was a problem with the billing on my account. At first I ignored them, since to my knowledge the account was closed. Then they informed me that I had been signed up for a service through another company under their company. Even though I requested the account to be closed, this sub account was not closed. When the credit card with that account was expired, the automatic billing payment stopped. Now, I find out that Melaleuca is continuing to try and bill me for that service. They wish to collect money for the last 4 months. When I called the lady started yelling at me. I have asked that they stop contacting me. I cannot reach cancel the subaccount because due to my inactivity with Melaleuca, the sub account is expired. This company has very shady business practices and seeks only to bill people at every turn. How can an account that was closed for over a year, suddenly start billing someone? I wish for them to stop contacting me and I wish that other people could be forewarned not to do business with Melaleuca, Inc.
Business Response
Date: 02/28/2023
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 an owing balance for her identity theft protection subscription. 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 August 16,
2019. A few days later, on August 26, 2019, Ms. ********** subscribed to Melaleuca’s identity
theft protection service called InfoGuard. 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 July 5, 2021,
she did not advise that she wanted to cancel her separate InfoGuard subscription. In an email to
Ms. ********** on July 6, 2021, we reminded her that by cancelling her Melaleuca membership,
she would be forfeiting “access to discounts on services like InfoGuard.” She acknowledged the
loss of “savings on InfoGuard” when she filled out and signed her Melaleuca Member Benefits
Cancellation Form on July 6, 2021, but she did not request to cancel her InfoGuard subscription.
As Ms. ********** indicated in her communication to the BBB, Melaleuca contacted her about
her expired method of payment (which was being applied to her InfoGuard subscription) in
October 2022. We continued to contact her periodically about her unpaid InfoGuard subscription
between October 2022 and January 2023. After three months of nonpayment and no response,
we cancelled her InfoGuard subscription in January 2023.
We note that we did not cancel Ms. **********’s InfoGuard service previously because she had
not requested it. Nevertheless, as a gesture of goodwill, her subscription has been cancelled and
we have waived the remaining owing balance on her account. As such, she will no longer receive
any additional 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 OperationsInitial Complaint
Date:02/17/2023
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 called Melaleuca 3 times since November 2022 to cancel my account. I have received 2 monthly auto shipments. One shipment in the month of January 2023 and the other shipment in February 2023. Just cancel my account and stop sending products to me.Business Response
Date: 02/22/2023
To whom it may concern,
Please see the attached response to the BBB complaint submitted by ************************* #********.
Kindest regards,
*********************
Paralegal
Melaleuca, Inc.
************
Initial Complaint
Date:02/09/2023
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 canceled my account 3 months ago. I had to fill out a form online, print, sign and mail the form. I call them every month to tell them they are still charging my card. And they tell me they have not received the form and to do it again. I canceled my card that they have been charging me and now they are charging me additional fees since my card did not go through.Business Response
Date: 02/14/2023
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 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 April 1, 2021. 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 December 1,2022, January 1, 2023, and
February 1, 2023, because she did not meet her product order commitment as a Member for the
months of November, December, and January. We note that we did not cancel Ms. ********’
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.). Our records indicate that the first time we heard of Ms. ********’ desire to cancel
was in our phone call with her on February 9, 2023. Nevertheless, her account has been
cancelled and, as such, she should not receive any more products or charges. As a gesture of
goodwill, we refunded the three Backup Orders to the method of payment on file, which should
be reflected with Ms. ********’ bank within three to ten business days. If the card is cancelled,
the banking institution will be able to issue her a check for these refunds.
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.
Backup Order Substitutions and Changes: I authorize Melaleuca to substitute other products
to ensure that I meet my Product Point commitment and to charge my account for the substituted
product(s).
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:02/06/2023
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.
There was a payment failure for an order with melaleuca. The failure happened because of a security hold on my credit that had just happened and I didn't have a chance to call credit card company to clear it. Melaleuca called once and I missed the call so I checked my melaleuca account. The order that had failed was for my January backup order. The back up order had subsequently been canceled (in less than 24 hours after the payment failure and I had not had time to address) and changed to a "convenience certificate" (which I didn't order and do not want). Once I saw this change, I emailed melaleuca to send info on how to get the order backup order reinstated (and the "convenience certificate" canceled) and to get info on how to cancel my membership. They told me I could call or email. I informed them I will not call (last time I called I was badgered by high-pressure sales person to try to convince me not to cancel my membership.. I should have never reinstated it).I received an email telling me that a cancelation form would be mailed and nothing about getting my order changed from "convenience certificate" back to backup order. The email with the form never came. I emailed again clearly stating again both issues and received an email with instructions on how to cancel membership by sending an email (that was actually helpful) and nothing about getting the order switched back to my backup order so I can pay for it and have it shipped. So I emailed again about getting the order switched back to the back up order as I told them I didn't want the convenience certificate and was not paying for it. I received an email stating that the backup order had already been placed so I couldn't change it.. which was not what I was asking them to do at all. I have clearly, multiple times, explained the issue and they are apparently not equipped to deal with a simple change (or maybe reading comprehension is an issue.. I don't know) so I am seeking assistance from BBB.Business Response
Date: 02/15/2023
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 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 December 12, 2012. 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 February 1, 2023, because she did not meet
her product order commitment as a Member for the month of January. Ms. ******** requested
cancellation information on February 2, 2023, which Melaleuca emailed to her on February 2
and again on February 4. Ms. ******** acknowledged receipt of that information on February 6.
We note that we did not cancel Ms. ********’ 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.) We did not send a select Backup Order to Ms.
******** because there was not an valid method of payment on file. Nevertheless, as a gesture
of goodwill, we have cancelled her Backup Order, waived the owing balance for the
Convenience Certificate that was issued in place of the select Backup Order, and waived the late
fee. Ms. ********’ 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.
Backup Order Substitutions and Changes: I authorize Melaleuca to substitute other products
to ensure that I meet my Product Point commitment and to charge my account for the substituted
product(s).
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 FormCustomer Answer
Date: 02/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The written response given by Melaleuca did absolutely nothing to actually addressing the actual problem that i had with the situation as evidenced by the info I provided (copy of entire email exchange). I refuse to believe that at this point they STILL don't know what the actual problem was, but instead of accepting their mistake, they try to make it seem like i wasn't following the terms of agreement (even tho i was).Although I find their ultimate resolution satisfactory to me, their written response is completely unprofessional, terrible customer service and generic (it's pretty much the same response they give everyone. It is extremely poor business practice to make someone go to this length to get this sort of problem sorted out. Very slimey business practice, certainly.
Sincerely,
*******************************Initial Complaint
Date:02/03/2023
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.
This company kept changing the parameters of me closing my membership account. In two emails and two calls, I am still awaiting confirmation that I’m not being forced to buy from them.
They require you to jump through flaming hoops to leave. I changed my debit card after reading reviews…they shipped an order and blamed me. I’ve changed my card before and until I fixed that, they weren’t shipping. They knew of my request to end my membership and wanted me to owe them money. I have the call…when I mentioned that, she didn’t deny it, “you have to order so much per your membership agreement.”
Not only it’s this company PREDATORY, they are willing to send their product to say you owe them money to try to get more and more out of you. I wouldn’t trust them with my banking information after this!!!
The one guy claims in the call they are a” different type of company and they need our signatures for legal purposes.” When I mentioned I don’t need to sign something if I choose not to shop with Walmart anymore.
What makes this company so special that they can continue financially abusing Americans while claiming to be some patriotic company. Very cultish. Can’t mention them online or they laugh in trainings that they’ll sue you…
Their new beef…. By the way.. it’s so different and special like a cow isn’t a cow ??.
I’d stay far away.Business Response
Date: 02/10/2023
To whom it may concern:
Attached is Melaleuca’s response to the BBB
complaint filed by *** **** #********.
Please let me know if you have any questions or
need additional information.
Thank you,
Alex Warner
Paralegal
Melaleuca, Inc.
208-522-0700
February 10, 2023
Better Business Bureau
P.O. Box 191279
Boise, ID 83719
Re: *** ****, Case #********
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 March 11, 2021. 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 February 1, 2023, because she did not meet her
product order commitment as a Member for the month of January. Per Ms. ****’s email request
of February 3, 2023, her account has been cancelled and, as such, she should not receive any
more products or charges. 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.) As a gesture of goodwill,
we redirected her Backup Order back to Melaleuca’s facility and we have processed a full refund
for that Backup Order to the method of payment on file, which should be reflected with Ms.
****’s bank within three to ten business days.
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 Billman
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.
Backup Order Substitutions and Changes: I authorize Melaleuca to substitute other products
to ensure that I meet my Product Point commitment and to charge my account for the substituted
product(s).
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:02/01/2023
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.
Company is charging me a $20 rerouting fees, they refused to credit because I processed an order within a couple of hours of the "customized" required order being boxed up. Initially I was only going to be canceling one of the 2 orders, costing me a $10 restocking fee, but since they will not waive the $10 fee, I now want to cancel both orders and cancelled my membership, so now they are charging me $20 for both orders. I asked to cancel one of the orders, again made within hours of each other on the same day - today (2/1/2023). I didn't receive a confirmation email regarding the customized order being placed. I told them I never received a confirmation email of the initial "customized" order being placed, so I wouldn't know enough to not place my order when I did. They just continued to apologize but this is the policy and they think it is very flexible. Spoke with CS mgmt (*****) and they just reread the policy and apologized they can't do anything for me. It is bad enough they deceptive business practices where they claim they are giving you buying credit, when you make an order, but they only process the credit on the next order your required to make with a minimum of ~$150 a month. How is it legal to charge a $10 restocking fee for an order that was place a couple of hours before calling customer services to cancel the order because they conveniently don't have a way to cancel an order online on their website. This is a poor business practice and should be addressed. They can't justify taking someone's money for something that hasn't happened yet - order wasn't packed and shipped in a couple of hours. I question their business practice and policies and would like for this to be addressed. I wish for a refund of the $20 restocking fees they are charging me for product I haven't received nor have they packed or shipped since the time that I had called them to alert them of this issue 6:30PM PST.Business Response
Date: 02/07/2023
To whom it may concern:
Attached is Melaleucas response to the BBB complaint filed by *********************** (#********).
Please let me know if you have any questions or need additional information.
Thank you,
*********************
Paralegal
Melaleuca, Inc.
************Initial Complaint
Date:01/30/2023
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.
The number to cancel membership cannot connect and there's no clear way in how to cancel membership. I want nothing to do with this shady company in the foreseeable future. I want my membership canceled before auto renewal!Business Response
Date: 02/03/2023
To whom it may concern:
Attached is Melaleucas response to the BBB complaint filed by ************************;#********.
Please let me know if you have any questions or need additional information.
Thank you,
*********************
Paralegal
Melaleuca, Inc.
************Initial Complaint
Date:01/29/2023
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.
Melaleuca has been overcharging me for sales tax for my zip code. I brought this to their attention on 01/17/23 by calling the customer service line. I was advised that they would look into it and get back to me in 2 days. I was not contacted back and I made another call one week later. The representative told me that I was sent an email instructing me to send them a letter from my state's tax commission with the rate.I let the rep know that I did not receive that email and furthermore, it was not my job to do their legwork for them. Melaleuca is a sizable, established company and should have the appropriate systems in place that determines how much sales tax to collect from their customer based on where they live. I was shocked that they tried to shift this burden onto the customer, that they expected me to provide proof of how much sales tax they should collect on my orders. As an online retailer, it is Melaleuca's responsibility to be aware of this information and be vigilant about getting it correct to prevent the company from being sued for tax fraud. I do now wonder how many other customers are also being overcharged for sales tax by Melaleuca, and where is this surplus going?I request reimbursement for the sales tax overcharges for the orders I placed in 2021, 2022 and 2023 and would like the sales tax charge to be accurate going forward. Thank you.Business Response
Date: 02/08/2023
To whom it may concern,
Attached is Melaleucas response to the BBB complaint filed by ***************************** (#********).
Please let me know if you have any questions or need additional information.
Thank you,
*********************
Paralegal
Melaleuca, Inc.
************Customer Answer
Date: 02/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and have accepted this resolution, provided any possible subsequent orders are charged correctly. The comment I have is that the letter stated that I had not provided a complete zip code, which is ridiculous and untrue. The zip code on file is the same one that has been on file with Melaleuca for years. To try and place blame using this type of excuse should have been beneath them. Things seem to have changed with this company, and not for the better.
Sincerely,
*****************************Initial Complaint
Date:01/16/2023
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.
The company sent a back up order since I did not place an order for the month. I was not aware of this commitment. When the charge appeared, I called the Malaleuca who said that I can pay $10 for a return label from them if I didnt want to find my own courier. I agreed and they immediately charged me and sent the label. I received the box which had ********** of damage, the bow was perfect. I NEVER OPENED THE **** but rather returned it sealed when I was able to get to the *** store a few days later. When I received the email stating my refund, it was close to $30 less than expected. I called several times with a promise of a return call in 24 hours, the call was never received. I also emailed and received a response that someone was already working on my issue. Days gone by with no response, I call ex today. I was told that some products were opened and used. I told them that was absolutely not true! I never even opened the package. The representative said that it could have opened in transit but that would still be liable on me. I advised her that is simply not possible unless they package it poorly to ship to me. This company is a fraud and a scam.Business Response
Date: 01/24/2023
To whom it may concern:
Attached is Melaleucas response to the BBB complaint filed by ******************************* (#********).
Please let me know if you have any questions or need additional information.
Thank you,
*********************
Paralegal
Melaleuca, Inc.
************Initial Complaint
Date:12/27/2022
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 sent unsolicited packages to my home and expects payment i informed customer service that I canceled my account and they informed me that I could not do so, I asked for return form for package and they refused this is unheard of they are bullying individuals into paying for things never orderedBusiness Response
Date: 01/05/2023
Re: ****** ******, Case #********
To Whom It May Concern:
We recently received a notice from your office regarding a concern expressed by Adrain
******. Based on his communication to the BBB, we understand Mr. ******’s complaint
relates to cancellation and an owing balance for a backup order. 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 Preferred Member on October 19, 2022. As a
Preferred Member, Mr. ****** committed to order a certain amount of products 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, Preferred 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 products that they committed to order. Preferred 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.
A Backup Order for Mr. ****** was processed on November 30, 2022, because he did not
meet his product order commitment as a Preferred Member for the month of November. We
note that we did not cancel Mr. ******’s account previously because we had not received a
written cancellation notice from him 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.) Melaleuca attempted to help Mr. ****** with
the cancellation process on December 9, 2022, but he hung up. Nevertheless, Mr. ******’s
account was cancelled in December 2022, and, as such, he should not receive any more
products or charges. As an additional gesture of goodwill, Melaleuca has waived his owing
balance and provided Mr. ****** a courtesy return shipping label so that he could return the
Backup Order.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s
Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Vice President of International Customer Care, Sales Operations, and Policy
The Terms and Conditions of the Customer Membership Agreement include the following
paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by completing a Preferred Member Benefits
Cancellation Form. Cancellation Forms can be mailed or faxed to Melaleuca.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused
portion of the product together with a copy of the purchase receipt to Melaleuca within 90 days of the
date of purchase and Melaleuca will credit my customer account for the total purchase price of the
product. If I have unredeemed credit on my customer account, Melaleuca may make efforts to locate
me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly
basis and will charge my customer account a $10 service fee for each month’s notification process for
as long as I have a credit on account, unless otherwise restricted or prohibited by law
Alex Warner
Paralegal
Melaleuca, Inc.
208-522-0700
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.