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:12/21/2022
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.
I spent the better part of 3 months trying to end/cancel my membership online at Mealeuca. The company only allow has a link to HQ to request cancel your membership. I submitted multiple forms request to end my membership. When that didnt work, I then started working with my upline/leadership. These are the folks who recruit folks to the business or to the opportunity to purchase cleaning supplies.I was told multiple times by *****************, my immediate upline that HQ would contact me regarding my request to end my membership. After my third month of being ignored, I actually had to cancel my credit card to ensure Melaleuca didnt have a way to bill or ship me product. In an act of total stupidity, the company elected to ship me one last shipment of product even though they didnt have a viable form of funding to pay for the product or the shipping. Ive since returned the product ie return to sender, but the company continues to call me and insist on a form of payment. This companys practices are predatory in nature and the fact they dont offer an easy to end membership followed up by continued calls for payment makes this business unfit.
Business Response
Date: 12/29/2022
Re: **** *****, Case #********
To Whom it May Concern:
We recently received a notice from your office regarding a concern expressed by Paul
*****. Based on his communication to the BBB, we understand Mr. *****’s complaint
relates to cancellation and an owing balance for a returned 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 May 14, 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 such as long distance telephone service and health savings
programs. By accepting the Terms and Conditions of Melaleuca’s CMA, 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 October 31, 2022, when he did not meet his
product order commitment as a Preferred Member for the month of October. We understand
from his communication to the BBB that Mr. ***** has returned this package to Melaleuca.
Our records indicate that as of December 29, 2022, Melaleuca has not received the backup
order that Mr. ***** returned, but, as a gesture of goodwill, we have waived the owing
balance.
Mr. *****’s account was cancelled on November 7, 2022, and, as such, he should not
receive any more products or charges. We note that upon request, Melaleuca provided Mr.
***** cancellation instructions via email on August 31, 2022, and September 7, 2022. 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).
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
Director of Global Policy Administration
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.
*********************
Paralegal
Melaleuca, Inc.
************Initial Complaint
Date:12/17/2022
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.
I wanted to join as a customer in mid October. Instead it signed me up without my approval to be a rep. ** month end they shipped a 'courtesy' order to me to cover a monthly points requirement. I did not authorize this. Numerous emails telling them that I did not order the courtesy shipment and I didn't want it. After a month of back and forth, they finally sent me a *** label to send the full shipment back. I have sent 4 emails to their info@melaleuca asking for the account to be credited for the ***** The shipment was received back in *******. The label # 1ZRF77069197464975 clearly shows the shipment was signed for by ****. I want my account credited and put to zero. They have their full shipment returned to them. I keep waiting now for them to send me to a collection bureau over their 'courtesy' shipment that I never wanted. I find it sleazy that they do this and try to force people to pay for products never ordered. I got one email on Nov 7 that my account was closed as per y request. I sent the product back but when I go to log in, it says there is a matter of money owing on the account.Business Response
Date: 12/22/2022
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 a returned 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. ******* became a Preferred Member when she executed a Customer Membership
Agreement (“CMA”) on October 18, 2022. As a Preferred Member, Ms. *******
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 such as long distance telephone service and health savings programs. By accepting
the Terms and Conditions of Melaleuca’s CMA, Preferred Members like Ms. ******* agree
to receive and pay for a Preferred Membership Pack 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 Preferred Membership Pack they might
receive. If they make no such selection, any Preferred Membership Pack they receive will
include a variety of products selected by Melaleuca.
According to our records, after Ms. *******’s backup order was shipped on November 8,
2022, payment was attempted with her primary method of payment, but it was declined. The
amount was never collected from Ms. *******; instead, it appeared on her Melaleuca
customer account as owing. After Ms. ******* made Melaleuca aware that she did not wish
to keep the backup order, Melaleuca provided a courtesy return shipping label with the
understanding that once the product was returned and processed, Ms. *******’s owing
balance would be waived. As of the date of this letter, the returned products have been
processed and Ms. *******’s owing balance has been waived (including all late payment
fees).
Ms. *******’s account was cancelled on November 10, 2022, 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.
We wish Ms. ******* all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Global Policy Administratio
*********************
Paralegal
Melaleuca, Inc.
************Customer Answer
Date: 12/22/2022
Complaint: 18602570
I am rejecting this response because:
I did contact them to cancel it all and it was in numerous emails that I did not sign a contract with them or order anything. In one such email I even asked them to make sure they did not charge me the yearly fee to join as a preferred member as I only wanted to be a regular customer. They did close the account finally as I asked and that was on Nov 10, but the charge for the courtesy shipment under the preferred customer status was still shipped and showed it in their order system as not having left the warehouse. They could have stopped the shipment right then.I have received a refund and the account is closed with a zero balance. But it wasn't until the BBB got involved that they did anything. I do not like the fact they are putting the onus on me for their s**** **** To me an email is a written request. They have no specific department to contact only their customer service email. And each time I got a different response person. The account is zeroed out finally and I will not be using them again. I did not sign up for the preferred status where they ship each month automatically. I did see a contract pop up with my signature on it. I did not sign it.... So be it, if this is how they run a business, fair warning to anyone that tries to order from them.
Sincerely,
*************************Initial Complaint
Date:12/14/2022
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.
About a week or two ago, i completed an order online using my cell phone. Prior orders provided information on whether or not I met the 35 point threshold. This time the information was not available. I did not realize until after finishing the first transaction I was short a few points. I completed the second transaction within an hour but was charged twice for shipping. I called Melaleuca asking to have the duplicate shipping charge waived. The customer service representatives are trained to give you loyalty dollars first, which are worthless because they have no point value and require you to spend more and make them rich, and customers end up paying an additional shipping fee a third time around. I finally reached a manager who agreed to refund the duplicate shipping cost. I waited and waited and waited for days for the refund to post. It never did. On yesterday around 6 pm, I called Melaleuca. This so called supervisor never accurately reported the refund but instead falsely left the information off and never processed the refund. I spent another 20 minutes or so on the phone trying to get the refund done. My guess is that the representative wasted more of my time putting me on hold so she could find the recorded conversation and listen to the recorded conversation, which proved that the supervisor DID approve the refund. She then admitted that the refund is due me and would be processed maybe yesterday or today. Apparently, this company's "supervisor" felt very comfortable lying about the refund, never processing the refund, and fooling the customer into believing the refund was or would be processed when in reality she did nothing. In addition, she failed to include her approval in the notes so the next representative could understand with clarity what happened. Not only is this sloppy, it is intentional. The website of this company shows an all white board and mostly white staff.Business Response
Date: 12/22/2022
December 22, 2022
SENT VIA EMAIL
Better Business Bureau Northwest
12639 W. Explorer Dr.
Boise, ID 83713
[email protected]
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 that Ms. ******’s complaint
relates to a refund request. Thank you for bringing this to our attention and providing us an
opportunity to respond.
We extend our apologies to her for any inadvertent errors that may have prevented us from
being more responsive to her inquiries regarding this refund. Our records indicate that on
December 13, 2022, the refund Ms. ****** requested was issued back to her method of
payment on file.
We appreciate the opportunity Ms. ****** has given us to do business with her and wish her
all the best. If she has any further questions, she may contact Melaleuca’s Customer Service
department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Global Policy Administration
*********************
Paralegal
Melaleuca, Inc.
************Customer Answer
Date: 12/22/2022
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:11/29/2022
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.
I got a security system back in August and was misinformed about the installation process. I had to purchase extra equipment to be able to set it up properly and they gave me 90 days free of the service charges, however I have continued to pay monthly for their equipment. The extra equipment still does not work for the way my house is set up and I have not had the system activated one time since receiving it in August. When I called to return the system before I am charged even more money for something I havent even used they said I am outside their return policy time frame and would have to pay a penalty. This is absolutely ridiculous and I shouldnt even have to pay for the return label after all Ive already spent.Business Response
Date: 12/06/2022
Hello,
Attached is Melaleuca Security, Inc.s response to the BBB complaint filed by ***********************, Case #********.
Please let me know if you have any questions or need additional information.
Thank you,Initial Complaint
Date:11/04/2022
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.
Melaleuca home security was in breach of contract because my alarm was activated during a break in and they did absolutely nothing. No police were notified, my house was robbed and no one was in their call center because I hit the alert button that evening and no one answered then either. I called to cancel immediately and was told they were closed due to covid and staffing issues. I called repeatedly over the next 6 months and was on hold for anywhere from 54 mins to 2.5 hours before having to disconnect and never could get a hold of anyone. I started disputing the charges through my credit company (chase) that would cancel the charges because they also couldnt get a hold of anyone at the company. Finally today my husband got ahold of them finally to explain that weve been paying for 6 months for nothing and want to cancel asap only to be told there would be a 500 dollar charge to cancel OUR end of the contract even though they breached the contract first. A scam of a company!!!!!! We want our 500 dollars back! They broke the agreement and are scamming people into thinking their houses are secure!! Pyramid scheme and rip off!!Business Response
Date: 11/28/2022
To whom it may concern,
We recently received
notification regarding a concern expressed by ***** ******. Thank you for
bringing this to our attention and providing us with an opportunity to respond.
We appreciate the chance of servicing **. ****** and extend our apologies to her
for any inadvertent errors that may have prevented us from being more
responsive to her concerns. We understand **. ******'s communication to the
Better Business Bureau to be a request to be refunded the fees charged for the
remaining portion of her contract with Melaleuca
Security, Inc.
According to our records,
**. ****** was contacted in July of 2021 as a result of an owing balance on her
account. During this call, **. ****** reported a potential concern with her
system performance and a potential break-in. An audit was performed on her
system at that time identifying a low battery warning presenting a potential
risk of power failure. The low battery warnings are clearly displayed on the
system's user interface panel. While there is the risk that if the power failed
the panel would not be armed to protect the home, as long as it was plugged in
the system would communicate with the monitoring stations. A Customer Service
representative called **. ****** with this information, and being unable to
reach her, left a voicemail outlining this information.
Our next contact with **. ****** was on November 4,
2022, when the account cancellation was requested. In these conversations, we
requested times and dates of the break-ins and the calls to help identify where
we could have better serviced her and to provide appropriate training to team
members. This information was not provided. After a full review, we have been
unable to find a record of mentioned attempts to contact Melaleuca Security,
Inc. We have also validated that the system was connected and monitored with no
recorded events that would have prevented an alarm dispatch.
**. ****** signed a contract to enroll with Melaleuca
Security, Inc. in July of 2019. As of the date of this letter, **. ******'s
contract has been canceled effective November 8, 2022. The contract
cancellation payment that was communicated to **. ****** represented a
percentage of the remaining balance on the contract. Previous to this letter,
Melaleuca Security waived an additional sum of unpaid contract fees as a customer service gesture.
**. ******'s account is closed, a discount was applied
to the remaining contract balance, other monitoring fees were waived, and as a
gesture of goodwill, we will refund **. ****** the full amount of the
cancellation payment.
We wish **. ****** all the best. If there are any
further questions, she may contact one of our friendly Customer Service
representatives at *************
Sincerely,
* *** ******
General ManagerInitial Complaint
Date:11/02/2022
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.
They do not let you cancel, the email is fake to cancel on and is undeliverable.No option to skip shipments.No option to talk to customer service.Business Response
Date: 11/30/2022
To Whom It May Concern:
We recently received a notice from your office regarding concerns expressed by
*** **** ****. Based on her communication to the BBB, we understand that ***
**** desires to cancel her Melaleuca Member account and to receive a full
refund for the Backup Order she received from Melaleuca for the month of
October. Additionally, we understand that *** **** had problems using
Melaleuca’s email address and finding our customer service information. Thank
you for bringing this to our attention and providing us an opportunity to
respond.
*** **** became a Melaleuca
Member by entering into a Customer Membership Agreement (“CMA”) with Melaleuca
on May 3, 2022. As a Member, *** **** 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 CMA, Members 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. Members can select the
products that will be included in the 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.
Melaleuca’s Customer Service
representatives are available Monday through Friday from 6am – 10pm (MST), and
Saturday from 8am-5pm (MST). The Customer Service phone number and Melaleuca’s
email address for cancellation requests are listed on Melaleuca’s website and
can be easily found via any search engine inquiry. Misspelling of Melaleuca’s
email address may make any delivery attempts “undeliverable” and the
availability of Melaleuca’s Customer Service representatives is dependent on the
day and time a person calls.
*** ****’s account was cancelled
on November 2, 2022, and, as such, she should not receive any more products or
charges. We note that we did not cancel *** ****’s account previously because
we had not received a written cancellation notice from her in accordance with
the Terms and Conditions of our CMA, an excerpt of which is below for
reference. As reflected in the screenshots *** **** provided to the BBB, she
apparently misspelled Melaleuca’s name (i.e., “Melaluca”) in the cancellation
email she attempted to send, which is why Melaleuca never received that
email. Nevertheless, we have cancelled
her account and have also issued a refund to *** **** for her October Backup
Order.
We wish *** **** all the best. If
she has any further questions, she may contact Melaleuca’s Customer Service
representatives at **************.
Sincerely,
***** *******
Vice President of International
Customer Care, Sales Operations, and Policy
The
Terms and Conditions of the Customer Membership Agreement include the followingparagraphs:
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.Initial Complaint
Date:10/24/2022
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.
I was contacted via text message. Asking if I would like to hear more about a company called Patriot Switch. Political business focus on small business and help to shop less from stores like ******** It used several business logos. I then get a call that I answer after several calls declined. On the call Im told by rep **** his wife is *** and home bound and this helps him care for her. He says to see what products are available I can create an account much like a Target or ******* account and will then have access to view products. Its only then I find the business name isnt really Patriot Switch but Melaeuca. Im also told that while ** on the phone speaking with **** my account is created and locked in for a year. I emailed several times to cancel. It says ok blah blah click link to cancel and its definitely goes no where. Does not allow you to cancel. Im told it will start charging me with a package that **** recommended I click on. I never thought this was locking me in, I believed him when he said this was all necessary to view each product in detail. I have screenshots of everything text and emails. First I was misrepresented by false company name. Second I was sent a contract signed online only, which is false I never see the actual contract until it was emailed to me. I have never ordered anything nor will I ever. I want my details deleted including my credit card which is the last requirement to login. I want it all to stop including harassing text emails everything!Business Response
Date: 10/31/2022
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 that *** **** feels she was deceived into enrolling
as a Melaleuca member and wants all her personal information removed as well as be refunded for all
charges. Thank you for bringing this to our attention and providing us an opportunity to respond.
Although we have no record of *** **** ever reaching out to our customer service team regarding the
circumstances of her enrollment or her desire to cancel her membership, we canceled *** ****’s
account on October 25, 2022, and, as such, she should not receive any products or be charged. We
also removed *** ****’s personal information and method of payment details from our system.
What *** **** describes is not how Melaleuca teaches its Marketing Executives to approach or enroll
customers. We take these allegations seriously and as such we have provided *** ****’s feedback to
our Policy Administration department, who will be contacting the individual who enrolled her.
We wish *** **** 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 PolicyInitial Complaint
Date:10/06/2022
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 a standing order with this company I cancelled the order on 23 Sep. they make it unreasonably difficult to cancel. you need to contact them by phone. get a form sent to you from them. fill it out and sign. send it back by taking a screen shot and emailing it. I did all of these steps on 23 Sep. On my own idea, I also called to make sure they got it, but they said I had to wait a few days for them to get it (even though it is a screenshot by email so they definitely have it). Today I am notified that they sent me another order and charged me. I called but they tell me I have to pay to have it sent back. It will be very expensive to send, so much so that I would be better off just keeping the order.I did everything they asked me to do. I think this is a scam to get one more order out of me.Please help. thank you, *******************************Business Response
Date: 10/13/2022
VIA EMAIL
Better Business Bureau Northwest
12639 W. Explorer Dr.
Boise, ID 83713
[email protected]
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 that Ms. ******** wishes to have her
Melaleuca Member account cancelled and to receive a full refund for the Backup Order she received
from Melaleuca for the month of September. Thank you for bringing this to our attention and
providing us an opportunity to respond.
Ms. ******** enrolled with Melaleuca as a Member on May 17, 2021. As a Member, Ms. ********
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, Ms. ******** agreed to
receive and pay for a Backup Order in any month during which she did not order at least the amount
of products that she committed to order. Members like Ms. ******** 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.
Ms. ********’s Melaleuca Member account was cancelled on October 6, 2022, and, as such, she
should not receive any more products or charges from Melaleuca. From what we can tell, Ms.
******** sent her cancel form to an incorrect email address rather than the one listed on the cancel
form ([email protected]). Nevertheless, in an effort to resolve all of Ms. ********’s
concerns, a full refund of her most recent charge has been processed to her method of payment on
file, and we ask that she keep the products in the Backup Order she received instead of returning them
to Melaleuca.
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Vice President of International Customer Care, Sales Operations, and PolicCustomer Answer
Date: 10/24/2022
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:09/23/2022
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 continues to send me products that I've never ordered every month.I have no idea who is picking out these items to send and bill me.Business Response
Date: 10/17/2022
October 3, 2022
Better Business Bureau Northwest
12639 W. Explorer Dr.
Boise, ID 83713
[email protected]
Re: ****** ******, Case #********
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 his monthly receipt of Melaleuca products and that he wishes to have an
explanation for the orders and charges. Thank you for bringing this to our attention and
providing us an opportunity to respond.
We have attempted to contact Mr. ****** multiple times to explain the charges, without any
success. Mr. ****** has been enrolled as a Melaleuca Member since January 12, 2021.
Pursuant to the terms of Melaleuca’s Customer Membership Agreement (CMA), Members
commit to order a certain amount of products from Melaleuca 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 the CMA, Mr. ****** agreed to receive and pay for a Backup
Order in any month during which he did not order at least the amount of products that he
committed to order. Members like Mr. ****** can select the products that will be included in
any Backup Order they might receive. If they make no such selection, their Backup Order
will include a variety of products selected by Melaleuca. Mr. Kelly was billed for a Backup
Order for the month of September. Based on the nature of Mr. ******’s concerns sent to you,
we have canceled his Melaleuca account and have refunded his Backup Order.
We appreciate Mr. ****** giving us the opportunity to do business with him. If Mr. ******
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 PolicyInitial Complaint
Date:09/15/2022
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 spoke to a representative saying I needed to cancel my account because I’ve been experiencing financial hardship and I can’t afford to pay for the products so I need to return the package. I returned the package via free UPS return label from the representative because I explained I don’t even have a $1 to my name. The company sent my email with the return receipt. Great, done!
But then, they keep harassing me every week and today. I found out they’re trying to charge me for shipping even after I was told it would be waived by a previous representative on a phone call? Now they want to harass a single mother for a shipping fee that they told me they would waive and allow me to ship it with the label. It doesn’t make sense to me. I want #1. To be placed on the do not call list. #2. Remove the balance as I did my part returning the package. #3 I told the representatives multiple times I’m experiencing financial hardship and they insist on me paying? This doesn’t sit well with me. Now I can see why so many people say they were burned by melaleuca .Business Response
Date: 10/19/2022
September 23, 2022
VIA EMAIL
Better Business Bureau Northwest
12639 W. Explorer Dr.
Boise, ID 83713
[email protected]
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 shipping
expense charged to when she requested a label to return Melaleuca products. Thank you for bringing
this to our attention and providing us an opportunity to respond.
As part of Melaleuca’s satisfaction guarantee, Members, such as Ms. *****, may return any unused
portion of the product together with a copy of the purchase receipt within 90 days of the date of
purchase and they will be credited for the total purchase price of the product (less shipping and
handling). Unless the package was sent in error, the shipping charge is not refundable. However, in an
effort to resolve the matter, the owing balance for the return label posted to Ms. *****’s account has
been removed.
Ms. *****’s account was cancelled on August 10, 2022 and, as such, she should not receive any
more products or charges. We note that we did not cancel Ms. *****’s account earlier because she
had not sent us a written cancellation notice in accordance with the Terms and Conditions of the
Customer Membership Agreement that she signed. (An excerpt from the Terms and Conditions
addressing cancellation is appended below for reference.)
Ms. ***** enrolled with Melaleuca as a Member on May 18, 2022. As a Member, Ms. *****
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.
We wish Ms. ***** all the best. If she has any further questions, she 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 lawCustomer Answer
Date: 10/20/2022
Better Business Bureau:I accept the removal and ill move forward again by sending customer service my resignation letter.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *****
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