doTERRA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Doterra has been very cooperative and I am completely satisfied with this outcome
Sincerely,
** ***

November 17, 2017 *** ***Revdex.com Serving UtahWS.Salt Lake City, UT 84129 In response to Revdex.com Complaint ID: *** Dear Ms***, This correspondence is in response to a complaint, ID ***, regarding the purchase of products by ***
***. *** *** submitted a Revdex.com complaint indicating she purchased product in Canada and her payment should have been in Canadian dollars. Ms*** alleges the order processed was charge in US dollars. Upon receiving this complaint, and after a thorough investigation, doTERRA determined it was not the seller of the products; Ms*** is not a customer of doTERRA. However, doTERRA did reach out to Ms*** to clarify it was not responsible for the sale of the product but was unable to speak with her As such, doTERRA considers the matter resolved. Please feel free to contact me if you have any additional questions or concerns regarding this matter. Sincerely, Clint B***Manager, ComplianceT | F S WPleasant Grove, UT [email protected]

February 2, *** *** Revdex.com Serving Utah WSSalt Lake City, UT In response to Revdex.com Complaint ID: *** Dear Ms***, This correspondence is in response to a complaint, ID ***, in which *** *** expressed
concerns with a refund for one of her orders Upon receiving this complaint, doTERRA contacted Ms*** to gain a better understanding of her concerns and to move forward in resolving the complaint doTERRA was able to properly refund the returned order and was able to resolve all of Ms***’s concerns. doTERRA considers this matter resolved Please feel free to contact me if you have any additional questions or concerns regarding this matter Sincerely, Clint B*** Manager, Compliance

Dear *** ***, This correspondence is in response to a compliant issued by *** ***, husband of a doTERRA distributor, regarding orders placed on the distributor account and the return of one of those ordersAs stated in the complaint, orders were placed by the wife of the complainant and
shipped on February 24, 2017, and March 4, 2017. Upon receiving the March order, *** and his wife decided the order was not necessary and to return the products from that order. Per doTERRA policy, doTERRA will refund one hundred percent (100%) of the purchase price (plus applicable tax if prepaid) of Currently Marketable products that are returned by a Wellness Advocate or Customer within thirty (30) days of purchase from the Company. The problem in this case was that doTERRA never received the order and, therefore, did not refund the orderUpon receiving this complaint, doTERRA contacted the distributor and was able to explain the situation and resolve all concerns related to this issue. doTERRA considers this matter resolvedPlease feel free to contact me if you have any additional questions or concernsSincerely, www.doterra.com Clint B*** Manager, Compliance T | F S WPleasant Grove, UT [email protected]

Revdex.com Serving Utah W S Salt Lake City, UT Re: Complaint ***: Dear *** ***, doTERRA has investigated the facts surrounding complaint ID *** The complaint alleged doTERRA charged tax on more than what was actually purchased
doTERRA provides the service of collecting state sales tax at the time of purchase and remitting it to the Wellness Advocate's domicile stateThe amount of sales tax is based upon the suggested retail price of a product, calculated at the Wellness Advocate's local tax rate At the time of purchase, doTERRA distributors may elect to buy product for personal consumption. This type of purchase receives a discounted wholesale price. However, if the distributor does not elect to purchase product for personal consumption the cost of that product is sold at a retail price When the complainant placed the two orders referenced in the complaint she did not confirm the orders were for personal consumption. Proper taxes were applied to her orders at the doTERRA retail price. doTERRA has resolved this complaint by contacting the complainant and explaining why her orders were charged taxes at the retail price. Please feel free to contact me if you have any additional questions or concerns regarding this matter Sincerely, www.doterra.com Clint B*** Manager, Compliance T | F S WPleasant Grove, UT [email protected]

December 12, *** *** Revdex.com Serving Utah WSSalt Lake City, UT In response to Revdex.com Complaint ID: *** Dear Ms***, This correspondence is in response to a complaint, ID ***, in which *** ***
explained some dissatisfaction with information she received when she enrolled with doTERRA. Upon receiving this complaint, doTERRA contacted Ms*** to gain a better understanding of her concerns. doTERRA was able to resolve all of Ms***’s concerns and considers this matter resolved Please feel free to contact me if you have any additional questions or concerns regarding this matter. Sincerely, Clint B*** Manager, Compliance T | F

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

*** *** Revdex.com Serving Utah WSSalt Lake City, UT In response to Revdex.com Complaint ID: *** Dear Ms***, This correspondence is in response to a complaint, ID ***, regarding the use of folate in a doTERRA product, specifically A2Z
Chewable Children’s Multivitamin. *** *** submitted a Revdex.com complaint alleging the above product contained folic acid. Per the doTERRA Research and Development team, the above product does not contain folic acid but rather folate doTERRA has contacted Ms*** and has informed her of this. doTERRA considers the matter resolved Please feel free to contact me if you have any additional questions or concerns regarding this matter Sincerely, Clint B***Manager, ComplianceT | F S WPleasant Grove, UT [email protected]

April 7,
*** ***
Revdex.com Serving Utah
WS
Salt Lake City, UT
Sent via mail and
email
In response to complaint ID: ***
Dear *** ***,
doTERRA has reviewed *** ***’s complaint and wishes
to address the author’s
concerns doTERRA’s
Product Safety team reached out to Ms*** regarding her reaction to our
productsAfter following company procedure and documented the reaction
following FDA regulations, we offered a full refund for the products and
provided a return shipping labelMs*** seemed satisfied with our proposed
resolution
In our conversation, Mrs*** expressed that she was still
concerned doTERRA advocates for the internal use of our products, namely
essential oils. The products labeled for
internal use are registered as dietary supplements for which and the FDA does
not have an approval process, as suggested by Ms*** Nevertheless, most of doTERRA’s essential oils
for internal use appear in the FDA’s Generally Recognized as Safe (GRAS)
list. Beyond this, doTERRA’s extensive research has guided an educated
decision to label certain essential oils as safe for internal use according the
instructions we provide. Each product guide, label, and bottle provides
detailed precautions, along with guidelines and disclaimers, for safe
use. We’ve made it explicitly clear which oils are safe to be used internally,
topically, and aromatically and which are not. Those that are for
internal use have appropriate dilution ratios provided to ensure customer
safety
As mentioned above, the FDA does not approve dietary
supplements as suggested by Ms***; however, it has labeling requirements for
dietary supplements which all doTERRA products intended for internal use meet Products not intended for internal use have
been clearly labeled following cosmetic guidelines. doTERRA products are
not a replacement for medicinesdoTERRA does not label or advertise products
as substances that can replace medications While Ms*** believes that all essential
oils are unsafe for internal use, we respectfully disagree We properly label our essential oils that can
be taken internally in accordance with FDA labeling requirements
If you or Ms*** have any other concerns, please feel free
to contact us
Thank you,
Mikki H***
Compliance Supervisor
Claims Education Department

Dear *** ***, This letter is in response to a complaint issues by *** *** regarding items labeled as doTERRA products that she purchased, namely a yoga mat three essential oils As indicated in her complaint, Mrs*** attended the Sacramento Health and Wellness Fair on
September 10, 2016, where she purchased one yoga mat and three essential oils, Lavender, Lemon, and Ylang YlangMrs***’s dissatisfaction occurred when the products she purchased turned out to be falsely labeled and poorly manufacturedAfter discussions with Mrs***, it is evident the items purchased were not products sold or manufactured by doTERRA As the products were not originally manufactured by doTERRA, the customer service office at doTERRA was not able to process an effective refundHowever, after speaking with Mrs***, doTERRA decided to send her replacements for the items purchased. doTERRA continues its efforts to train its customer service agents to assure proper refunds are efficiently processed Further, doTERRA is in the process of seeking out the person who sold the falsely labeled product and, if identified, will correct this issue to eliminate any potential future instances If you have any additional concerns regarding this matter, please do not hesitate to contact me Sincerely, www.doterra.com Clint B*** T | F S WPleasant Grove, UT [email protected]

May 2, *** *** Revdex.com Serving Utah W S Salt Lake City, UT Sent via mail and emailIn response to complaint ID: *** Dear *** ***, *** ***’s complaint has been resolved. When Ms*** called our Member Services team wishing to remove
sensitive information from her account, unfortunately our representative told her we aren’t able to remove that information. However, to the extent permitted by law, doTERRA does have the ability to remove this kind of sensitive information from an individual’s account Per Ms***’s request, her account has been terminated and her Social Security number and credit card information has been removed from her account. On Monday, April 25, I corresponded with Ms*** via voicemail and she is satisfied with this result. If the Revdex.com would like any further details, please feel free to contact me. Sincerely, Max C*** Compliance Specialist Claims Education Department doTERRA International LLC

March 2017 Revdex.com Serving UtahWSSalt Lake City, UT 84123 Sent via email. In response to complaint ID: *** Dear *** ***,This correspondence is in response to a complaint, ID ***, regarding the doTERRA Loyalty Rewards Program
(LRP). The LRP allows doTERRA members to earn free product when a monthly order is placedSantella *** issued a complaint explaining her frustration with the doTERRA LRP. doTERRA has attempted to contact Mrs*** to better explain the LRP and to resolve any other concerns she may have but has been unable to reach herUnfortunately, she misunderstood how LRP works and missed out on using the flexibility that is associated with the program for all doTERRA received a Voluntary Termination Notice from Mrs*** and therefore deactivated her account. doTERRA considers this matter resolved. If Mrs*** wishes to reactivate her account, we would be happy to assist her.Sincerely, Clint B*** Manager, Compliance T | F S WPleasant Grove, UT [email protected]

December 14, *** *** Revdex.com Serving Utah WSSalt Lake City, UT In response to Revdex.com Complaint ID: *** Dear Ms***, This correspondence is in response to a complaint, ID ***, in which *** *** explained
misinformation she received regarding opening a doTERRA account Upon receiving this complaint, doTERRA contacted Ms*** to gain a better understanding of her concerns. doTERRA was able to resolve all of Ms***’s concerns and considers this matter resolved Please feel free to contact me if you have any additional questions or concerns regarding this matter. Sincerely, Clint B*** Manager, Compliance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

February 26, 2016
[redacted]
Revdex.com Serving Utah
3703 W 6200 S
Salt Lake City, UT 84129
In response to complaint ID: [redacted]
Dear [redacted],
doTERRA has investigated [redacted]’s concerns and has
resolved the issue to her...

satisfaction.  Ms.
[redacted]’s complaint revolved around a $[redacted] purchase made in January 2016.  This price included $[redacted] in product
(including tax), $8.99 for shipping, and a $25.00 membership renewal fee.  In addition to refunding these costs, Ms.
[redacted] requested a $63.00 compensation to cover “fees, shipping costs, and
interest” she incurred while waiting for doTERRA to complete her refund.  On February 22, 2016, our member services
agent contacted Ms. [redacted] and found that doTERRA was not responsible for the
$63.00 compensation request.  Our agent
also determined that the appropriate amount to refund Ms. [redacted]’s credit card
was $[redacted] (covering all product costs but excluding her shipping costs,
membership renewal fee, and residual tax). 
This refund was processed on February 23, 2016 and should be finalized
within three to five business days. 
If there are any further questions, please feel free to
contact me.
Sincerely,
Max C[redacted]
Compliance Specialist
Claims Education Department

December 21, 2017   [redacted] Revdex.com Serving Utah 3703 W. 6200 S. Salt Lake City, UT 84129   In response to Revdex.com Complaint ID: [redacted]   Dear Ms. [redacted],    This correspondence is in response to a complaint, ID [redacted], in which [redacted] expressed...

concerns with a member of her team.       Upon receiving this complaint, doTERRA attempted to contact Ms. [redacted] to gain a better understanding of her concern and to move forward in resolving the complaint.  As of today, doTERRA has not been able to talk to Ms. [redacted].  doTERRA will continue reaching out to Ms. [redacted] and an effort to resolve her concerns.     Please feel free to contact me if you have any additional questions or concerns regarding this matter.   Sincerely,       Clint B[redacted] Manager, Compliance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

[redacted] Revdex.com Serving Utah 3703 W 6200 S Salt Lake City, UT 84129   Dear [redacted], This letter is in response to complaint number 11851753 submitted by [redacted].  Ms. [redacted], after purchasing product with her loyalty rewards points, tried to return...

the product.  As indicated in Section 10 of the doTERRA policy manual, “Products purchased with LRP credits are not for resale, nor can such product be returned.” doTERRA reached out to Ms. [redacted] and explained this portion of the policy manual and was able to resolve all of Ms. [redacted]’s concerns.  Ms. [redacted] is aware that all orders purchased with loyalty rewards point cannot be returned or resold. Please let me know if you have any additional questions or concerns. Sincerely,   www.doterra.com Clint B[redacted] Manager, Compliance T 801.615.7200 | F 801.615.7205 389 S 1300 W. Pleasant Grove, UT 84062 [email protected]

October 23, 2017   [redacted] Revdex.com Serving Utah 3703 W. 6200 S. Salt Lake City, UT 84129   In response to Revdex.com Complaint ID: [redacted]   Dear Ms. [redacted],   This correspondence is in response to a complaint, ID [redacted], regarding a customer’s difficulties...

canc[redacted]ing a monthly order.    Complainant, [redacted], recently attempted to cancel her monthly recurring order but was unable to do so on her customer website.  Ms. [redacted] then contacted doTERRA via telephone but was unable to resolve the issue.  On the specific day Ms. [redacted] called doTERRA, there was an unusual high call volume and wait times to speak to a customer service agent was longer than normal.     Upon receiving this complaint, doTERRA contacted Ms. [redacted] and was able to cancel her recurring order and was able to resolve all of her concerns.  doTERRA considers the matter resolved.     Please feel free to contact me if you have any additional questions or concerns regarding this issue.   Sincerely,   Clint B[redacted] Manager, Compliance T 801.615.7200 | F 801.615.7205 389 S 1300 W. Pleasant Grove, UT 84062 [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]