Complaints

• Initial Complaint

  12/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  As a new customer, I tried to order from **********************'s website 2 times but no success with terrible customer service. 1) I made the order of 5 Liquid Gel Dietary Supplement. And in the next couples days, my order was canceled with no explanation. Upon calling and writing to their compliance department, I was told that my order not approved.However, they just locked account (I realized that after I reset my password ) so that I can't login to re-order 2) I used another account of reduce the order quantity to 2. And my ordered was shipped but intercepted by the company, so that I followed up with compliance department, but received no response. And the new account was locked ******** Ironically, they are stilling sending marketing emails to my inbox without the option to unsubscribe.

  

  Business response

  01/10/2025

  Shaklee has built a stellar reputation over nearly 70 years in business of operating with integrity, putting our customers and Ambassadors first, ensuring that our products are safe and efficacious and that our business policies are fair and balanced. It is an unfortunate reality that online fraud is omnipresent and assumes many forms. The ordering behavior of this customer bore the hallmarks of attempts to engage in fraudulent activity, which were identified and stopped by our Fraud Team. 
  
  Our Compliance Team reviewed the customers complaint and concluded that the original decision to cancel and refund the orders and to terminate the multiple accounts set up by the customer was warranted.  We believe the fact that the orders were fully refunded is sufficient remuneration, under these circumstances. 
  
  The email addresses provided by the customer have been opted out of our marketing emails.  
  

  Customer response

  01/11/2025

   
  Complaint: 22744240
  
  I am rejecting this response because:

  1) Lack of Sincerity and Responsibility
  Re :Fraudulent Activity Allegation
  

  My 1st order was within the allowable quantity listed on your website. If Shaklee believes first-time customers should order less or consult with an ambassador, the company has the ability to implement such restrictions or verify the order with the customer before proceeding with cancellation.

  
  Furthermore, the ambassador was only assigned after I placed my order. Why was there no contact from the ambassador after my order placement? This process does not align with the standards of a company that claims to prioritize high customer satisfaction. I am concerned that my order was canceled due to the email address or name pattern associated with my first account, raising concerns about potential consumer discrimination.

  
  Re: Two Account Creation and Communication Issues
  I was forced to create a second account because there was no effective communication from Shaklee. The only response I received was a vague notification: Your order was not approved. No explanation or guidelines were provided. To make matters worse, my account was closed without notice, denying me the opportunity to delete my personal information, which raises serious concerns about potential data breaches. This heavy-handed approachcanceling orders and shutting down accounts immediatelyis extremely disappointing.
  
  2) Violation of Consumer Rights
  Shaklee appears to have violated the California Consumer Privacy Act (CCPA) and the CAN-SPAM Act by:
  Failing to provide recipients the right to unsubscribe from marketing emails
  Restricting access to email preferences for users with closed accounts.

  For a company with a 70-year history and a BBB A+ rating, these actions are unacceptable.
  
  3) Demands
  I request the following:
  a) A formal apology.
  b) The reinstatement of my account.
  c) Compensation for the inconvenience caused.

  
  Shaklee must take responsibility for this situation and address these concerns promptly.

  
  Sincerely,
  
  *** ***

• Initial Complaint

  12/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 11/29, I placed an order to purchase some Shaklee Products. I included an additional $63.04 for Priority Shipping, which according to their website was a two day shipping. I waited over three days and received no word of shipping or any notice that it was sent out for shipping. It did have an order #**********. I telephoned Shaklee to inquire about my order and why I hadn't received it yet because I did specifically pay for PRIORITY SHIPPING. They seemed to have no comment regarding this matter. They didn't even offer to return my Priority fee or an explanation. I demanded that they return my Priority fee due to the fact it had been over two days and to this date there is no information on shipping. It was suppose to be shipped to ****, but they have not received anything from Shaklee. I told Shaklee that I wanted a full refund and I wanted this order cancel.(Which they were able to do). They refused and pretended that they could not cancel the order. I know they could because this order is still in their possession, and no where near the ************ I have been lied to by them and thy are stalling this situation so they could keep my money. They did refund my $63.04 because it was definitely past the two day priority window. They owe me $307.50 for an order I have not received. They are intentionally stalling so they could keep my fund and only today, after I called yesterday to complained, they stated my order would be delayed. They never said why this order was delayed, nor did they offer up this fact in the very beginning. This type of customer service I find extremely SUSPICIOUS AND DISHONEST. I would rather have my money returned and go to a reputable company for these products.

  

  Business response

  12/16/2024

  Shaklee contracts its shipping service with the ****************************. Due to a huge surge in volume from Black Friday sales,the ***************** was incredibly backlogged.  Shaklees own distribution center shipped the orders to the **** distribution center, but **** was unable to log the orders into their system. Our management has been on the phone daily with the senior management of the **** and believe that on an ongoing basis this will now be resolved. 

  The head of Shaklee ************* reached the Customer by phone on 12/5/24 and apologized for the delay in her order. The shipping and handling fee had already been refunded by ************* on 12/***** the cost of the order was likewise refunded on 12/5.  She was also told that she could keep the product order when it arrives and there would be no need to return the items. 

  The customer expressed that she was happy with the resolution.   

  Customer response

  12/17/2024

  Better Business Bureau:
  
  Unfortunately, I didn't hear anyone tell me I could keep the order.  Due to my disability I have been in house for several years.  I don't have the ability to walk at this time yet.  This situation has caused a lot of stress for me and I couldn't do anything.  I did contact **** when I knew I couldn't do anything and they intercepted the order and sent it back to Shaklee as per the tracking.  Then Shaklee sent the order back to me stating I needed permission to return it.  They gave me a number.

  I am glad this has been resolved, because the package is still sitting in my apartment unopened.  As a Senior with a severe disability I am glad this has finally been resolved.  I appreciate the resolution Shaklee has come to.  I really had no idea what I would do, honestly.  

  Thank you for or assistance in this matter, and finally a resolution to this situation.  I also would like to thank Shaklee.

  Sincerely,
  

  
  ******* *******

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Re: Good morning,This is to confirm that your order ********** has been cancelled.Thanks,**************** Shaklee Customer Careservlet.ImageServer?oid=***************&I requested cancellation of an order I placed on 1/3. I placed the order and chose the 'OVERNIGHT DELIVERY", FOR $45.00. The next day I noticed there was no delivery. In checking their website, my order had not been processed. I telephoned regarding this issue and was told I placed the order after 12:00PM, when according to the order I copied off the website it was 7:45Am. Plenty enough time to have an overnight delivery. Above is the transaction when I called Shaklee, requesting that my account be cancelled since I did request and paid for overnight delivery, and that was never fulfilled nor was I notified of anything.Above is a copy of the cancellation noticed they issued to me on 1/4, for the total I paid for the order, $283.77, by ******************** in customer care. Order #**********.As of today I have not yet received my refund. I telephoned several times and seem to be getting the run around. In speaking to my bank, they told me it is "pending" but has not been released yet from Shaklee. They owe me $283.77, and I want my money as they agreed to, since the original order was marked "backordered", and I was NEVER NOTIFIED, ALTHOUGH I PAID AN ADDITIONAL FEE OF $45.OO. It has been three days they have held my money and I want that back ASAP. They have lied to me and I am mortified that this company has changed so from when I started. We never had this level of service before. I am beyond disappointed at this time.

  

  Business response

  01/17/2024

  The head of Shaklee ************* reached the Customer by phone and apologized for the delay in her order and also explained the bank refund policy. Banks and Credit Card Companies typically take several days to fully process cancelled transactions,which is unfortunately outside of Shaklees control. The refund was in pending status for a period of time, but the Customer confirmed that this has since been cleared, and that the issue was resolved.  

  Customer response

  01/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Refund was received, and I did contact the company and left that message on his telephone.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Due to the impact of the pandemic, I was trying to find some new opportunities for my career success, so I was invited to a Shaklee ***************** in *********** last August. I met some executives from different departments of Shaklee. They all welcomed me and wished I could bring all my clients from another company to join Shaklee. They promised me that I would earned more incentives (money) with the same sales performance in Shaklee than the previous company, so I brought my customers to Shaklee. After we purchased a huge amount of products for 2 months, right before the day when Shaklee need to pay us incentives (money), Shaklee held an impromptu meeting, and I was notified that me and all my costumes accounts were terminated, and Shaklee wont give us any incentives(money). The reason was that one of my customers shipping address was used by an online seller many years ago, but this address was sharing by different renters and this customer only joined ********************** for 2 months, how can he be a seller for many years? Obviously Shaklee didnt give me any chance to explain. They refused to refund money to us. How ridiculous it sounds. I have some questions here! 1, is an address sharing by many people a solid evidence? 2, Even if a customers address is suspected, why Shaklee terminated all customers accounts? 3, Why Shaklee didnt terminate our accounts at the first month right after we made first purchase if they considered the address was suspected ? I believe Shaklee wanted our sales! 4, why Shaklee picked that day to terminate every customers accounts? to prevent paying incentives! According to Shaklees policy, they pay incentives (money) after ***** days. They used this time range to make money! We started a protest, Shaklee refunded some of the money after a few months. They charged us restore fee(Shaklee guarantee 100% full refund on website).The worst thing is that the distributor I brought to Shaklee and I, we lost our time, money, and jobs now.

  

  Business response

  12/27/2023

  Shaklee deeply values our relationships with our Ambassadors and will only sever that relationship after a thorough investigation by Shaklees ********************* revealing severe improprieties and violations of established policies and procedures.   
  
  The Complainant is a former Ambassador in Shaklee whose business practices raised a number of red flags, prompting an investigation by Shaklees *********************. The improper activities identified included the creation of sham businesses sharing both addresses and bank accounts, which not only represented an attempt to defraud, but is also damaging to our business model and a serious violation of multiple provisions of the Ambassadors agreement with Shaklee (called the Statement of Privileges and Responsibilities). The result was that her business was suspended and then terminated in 2022. 
  
  The Complainant was informed of the reasons and justification for termination both in a conversation by telephone, and in writing, in the portion of the letter which she omits from her attachment to the complaint.  
  
  She and each member of her organization were given the opportunity to return any products they had purchased that they still had on hand.  Although our policy would have allowed these returns to be processed as inventory returns, charging a 10% restocking fee, Shaklee made an exception and processed these returns under our 100% Customer Satisfaction Guarantee, with no restocking fee.  Every return that could possibly qualify for a refund in this situation was accepted and fully refunded.  
  
  To summarize,Shaklee honored and extended its 100% Customer Satisfaction Guarantee for the Complainant and each member of her organization.  Shaklee does not terminate an Ambassadors businesses lightly or without just cause.  Nor do we allow Ambassadors to earn bonuses from fraudulent activities or violations of the Ambassadors agreement with Shaklee.  

  Customer response

  01/01/2024

   
  Complaint: 21015874
  
  I am rejecting this response because: Shaklee didnt answer my question. Shaklee claimed that some of my customers were sharing same address, so we were not qualified to be their ambassadors. My question is if we were not qualified to be their ambassadors, why Shaklee didnt stop us when we first time bought their products, and refund us immediately? Instead, Shaklee allowed us to keep spending money to them for 2 months, then stopped us right before the date Shaklee need to pay us back. 2. Shaklee claimed that they eventually refund us. However, Shaklee refused to refund us at the beginning because they claimed that we already started to eat the products, but the key point was that how could a customer not start eating a product after he/she bought it after 2 months?  Shaklee took our money and attempted to refuse refund at the beginning. 3. After we protested about the return issue, Shaklee accepted our return at last, but it took around 2 months from they refused to return until they refunded us. That means Shaklee took a huge amount of money for around 4 months to run their business, then refund us after we protested. Shaklee held money for 4 months is taking advantage from us, and losing money for 4 months deeply affected our lives. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/30 I placed an order with Shaklee for $114.49, #**********. I waited over a week for this order and checked this on on Dec. 3 to find out it was now being "DELAYED". This is the second order in a row that an order made with Shaklee was delayed. The first time was in January. I telephoned and the said there was nothing they could do. I telephoned on 12/5 and spoke to a Field Supervisor, **** who said she would send another order out overnight via Fed Ex. on 12/6. I received an email on Dec 5 @ 15:33:41 Est. 2023. The same day I spoke to **** a field Rep. who agreed to take care of it and have it sent out overnight, then I would return the original if I receive it. I feel like I was lied too by Ms. **** and I thought she was attempting to make this order right, and I agreed to return the original order if it arrives. At this time since it seems to me they reneged on their promise to resend the order out on Dec 6, and that this was the second time in a row this has happened to me. I would like my money refunded back to me. They have lied and I now distrust them.

  

  Business response

  12/06/2023

  The head of Shaklee ************* called the Customer and confirmed that the agent with whom she spoke on 12/5 did immediately process an overnight replacement order for her. Unfortunately, because it was past the cutoff time for overnight pickup by the carrier, the replacement order shipped the next day, 12/6, and will be delivered on 12/7. 
  
  He also apologized for any confusion that *** have been caused by an email sent by a second agent also following up on this issue, who was not aware that a replacement had already been sent.  Both the original shipment and the replacement are now expected to deliver by 12/7 and the Customer was invited to keep both shipments at no additional charge, as apology for the confusion created. 
  
  The Customer expressed that she was pleased with this resolution and no longer desired a refund.  

  Customer response

  12/07/2023

  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

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a distributor who has been associated with SHAKLEE for over twenty years, I have keenly observed the significant changes about to take place within the company. In June, the *** of SHAKLEE, *************************, and the sales department jointly held an important meeting with the top leaders. The primary focus of the meeting was the necessity for organizational reform due to the company's declining performance. The outcome of the meeting met with strong opposition from the majority of the top leaders. Consequently, the SHAKLEE leadership took a step back and promised to devise a new bonus plan that would be more appealing to the current distributors. However, last month, SHAKLEE headquarter decided to overturn their promise. Starting from January next year, SHAKLEE will mandatorily implement a new bonus plan for all current and new distributors. This is a highly controversial move. An analysis of this new bonus plan revealed that the bonuses for the majority of current distributors might be reduced by up to 35%, with the company promoting that the decreased bonuses will be reallocated to attract new distributors. Most distributors believe that this decision primarily serves SHAKLEE 's goal of increasing its own profits, at the expense of the distributors' interests. I firmly believe this is not a wise choice. With the future of the new bonus plan being uncertain, SHAKLEE has already jeopardized the interests of current distributors, leading to a crisis of trust between both parties. In response to this crisis, the affected distributors collectively hope that external organizations and institutions might intervene to prevent further conflicts and losses. We have video and audio recordings of the aforementioned top leader meeting, should you wish to learn more about the situation. Thanks!

  

  Business response

  12/04/2023

  Hi, Angel ********** have searched our database of Distributor/Ambassadors and there is no one by this name, or with this email address or phone number, registered with us as a Distributor.  

  Could you please request her Shaklee ID number and let us know if she provides it?  If indeed she is a Shaklee Distributor, there are misstatements of fact and misconceptions in her complaint that we would very much like to address.  

  Thank you.

  Warm regards,

  *************************
  Shaklee Vice President of Field Communications

  Customer response

  12/06/2023

   
  Complaint: 20942594
  
  I am rejecting this response because:

  I don't want to provide any personal information. I believe this will not affect our discussion and resolution of the unreasonable new compensation plan, because a reasonable and fair plan should be open to the public and able to withstand questioning. Most distributors would likely expect you to provide explanations and commitments on a fair platform.
  
  
  

  Sincerely,
  
  *************************

  

  Business response

  12/17/2023

  There is no Ambassador in Shaklees database with the Complainants name, email address or phone number, and the Complainant refuses to identify herself further. This makes us concerned and very cautious about this complaint. Additionally, what the complaint asserts is simply untrue.  If the Complainant is indeed a Shaklee Ambassador and would be willing to confirm that simply by providing her Shaklee Identification number privately via the BBB, as we have requested, then we would very much like to speak directly with her regarding her concerns.  Shaklee prides itself on the open, supportive and transparent relationship we have with our Ambassadors.  Again, we encourage the Complainant to let us know, if she is an Ambassador, by providing her Shaklee ID.  We would like to directly address these misconceptions.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Shaklee is a classic pyramid scam, I joined Shaklee 2 month ago, because my friend brought me the Shaklee opportunity event. They tried to introduce new business model by recruiting and selling to a lot of new people, family. I brought my family and friend to the event, and started the first month. After the first month, they asked for my personal information such as photo ID required by ********************** legislation team. I felt weird, then started my research. It turned out that There is no any other company will ask for personal information from a customer. I kept the document legislation team sent to me. I am living in panic now. I am worried about my personal information has already been leaked and I will receive scam calls everyday. I believe Shaklee attempted to stole my personal information. Otherwise, I consider this as racism act. Can you believe, when you go to a store in the US buying a bottle of milk, but they require you about your photo ID and address proof? I cant believe this happens in the US.

  

  Business response

  12/01/2023

  A search for this Complainant in Shaklees systems revealed that this customer does not exist in our database. However, the phone number provided is identical to that of an Ambassador who is currently under investigation for improper business activities and for violations of the individual Ambassadors agreement with Shaklee (called the Statement of Privileges and Responsibilities of Shaklee Ambassadors). Therefore, we think there is substantial reason to doubt the veracity of this experience and question the motivation behind this complaint. 
  
  We also want to state unequivocally that Shaklee is not a classic pyramid scam. In fact, we are the opposite we are a 67-year-old company that has had millions of satisfied customers. We have an empty bottle, return guarantee if our customers are not satisfied for any reason with our product, even if the bottle is empty, we will accept the return and refund their money. Over the last 7 decades we have averaged less than of 1 percent in returns. In addition, approximately 25% of our revenues in the US come from customers who have been buying Shaklee products for 30 years or more. To ensure that all of our Ambassadors build their business through the sale of products to customers, we require Ambassadors to maintain sales receipts to show that our products are being sold to, and enjoyed by, legitimate end consumers. These requirements are both to fulfill Shaklee policies as well as follow US regulatory guidance.  

  Customer response

  12/03/2023

   Complaint: 20936553
  
  I am rejecting this response because:
  

            ************ closed my account via the phone number I provided the day after I uploaded my complaint. It's really scary.Its hard to believe that such a company could become BBB Accredited. Everyone, be careful not to be deceived by them.

  ******************************************

  

  Business response

  12/12/2023

  Dear Angel, 
  
  I need to reassert that this Complainant does not exist in Shaklees customer and Ambassador database. As a matter of policy, Shaklee does not delete customer or Ambassador accounts even after an account is closed or suspended.  If this Complainant had a legitimate account with **********************, it would have been identified through the search we conducted for her name, email address and phone number.  There is no such record.
  
  During the investigation, we did find that the phone number provided by the Complainant is identical to that of an Ambassador whose account has been suspended due to improper business activities including violations of the individual Ambassadors agreement with Shaklee (called the Statement of Privileges and Responsibilities).  We believe this complaint is in direct response to this suspension and an effort to paint Shaklee in a negative light.  The underlying compliance actions taken by Shaklee against this Ambassador were standard enforcement of our policies, were done to ensure good and responsible business practices and in line with applicable regulatory guidance.
  
  Sincerely,
  *************************

  Customer response

  12/14/2023

  If a company uses account deletion and non-compliance with every customer complaint as an excuse, then what is the role of the BBB? Shaklee corporation should improve their services and strengthen the knowledge and ability of training employees, instead of escaping every time
  Complaint: 20936553
  
  I am rejecting this response because:
  
  ******************************************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have tried to unsubscribe from their solicitation e-mails. Their system will not recognize my email address to unsubscribe. I called the business 3 times for assistance and was assured they would stop emailing me. They continue to email me solicitation emails and I want them to stop. I promised if they did not correct the issue I would contact BBB so I thought that was the best thing to do. Please help me get them to stop emailing *************************** as I have requested.***************************

  

  Business response

  04/19/2023

  Shaklee is committed to respecting the communication preferences of all of our customers. On her request, Shaklee **************** opted this customer out of our email marketing campaigns, but unfortunately a glitch in the process didnt make it through to all settings. This was identified and immediately corrected, and we contacted the customer to apologize and let her know it was taken care of.  

  Customer response

  04/19/2023

  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

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I alerted **************** at 8 am ET on 11/7 that I wished to cancel an order. **************** replied stating they could not cancel the order. Despite my notice, they went ahead and shipped the order at 4 pm. They had several hours to cancel the order and refund my $437. I have filed a complaint with PayPal as well, but there was absolutely no consideration for my complaint with Shaklee. My assessment is that they simply want to auto ship these orders without any remedy, even for a long time customer.

  

  Business response

  11/11/2022

  Shaklee regularly informs its customers that, due to system limitations, subscription orders can be cancelled only 24 or more hours in advance.  The Customer attempted to cancel a subscription order on the day it was due to ship.  The Shaklee head of **************** contacted the Customer, refunded the price of her order, and sent her a return label to return the order once she receives it.  The Customer was grateful for the call and satisfied with the resolution.  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Ive been a distributor for 15 yrs. my old ambassador passed on & now i have an ambassador who i cant get ahold of for questions or free shipping. now they want me to pay them $50 to changle my persob when hes never did 1 thing for me. i love the products but im giving up my membershio. they want me to pay them wen theyre getting profit of me when i order. shaklee is a full on scam!

  

  Business response

  09/05/2022

  The Company contacted the Reviewer's Ambassador and asked him to reach out to her.  They spoke and amicably agreed to part ways.  With the consent of the Reviewer's Ambassador, the Company allowed the Reviewer to change Ambassadors immediately without the payment of any fee. The Reviewer stated she was pleased with how the Company handled the matter and would so inform the BBB.
  

  Customer response

  09/06/2022

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

*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. ↩