Monday, July 13, 2015

Young Living Essential Oils, - Customer Service

6/17 I placed an order for a Premium Starter Kit along with a bottle of Thieves Cleaner concentrate, bottle of Thieves Essential Oil with Young Living Essential Oils. I was excited when the box from Young Living Essential Oils arrived on 6/25. I opened the box. Thieves Cleaner concentrate. Check. Thieves Oil. Check. A lovely diffuser, part of the Premium Starter Kit. Check. A cardboard tube holding a bottle of Lemongrass Essential Oil. What's this? I didn't order this. A box with a gate-fold opening. This must be the Premium Oils. 11 Essential Oils as a starter kit. Except inside was a single bottle of Citrus Fresh essential oil. Two energy juice packs. Some small envelope  samples of Lavender, Peppermint, Thieves, Lemon Oils.  And tons of literature about the company. Excitement quickly turned to disappointment. What the hell? Was this bait and switch?

No notice in the box the item was backorder. No email either.

I contacted the person who introduced me to Young Living Essential Oils. She had warned me before I placed my order that the product was great but "customer service sux." She contacted Customer Service. The order should ship 7/3. She also told them to send me a bottle of Grapefruit Essential Order for my aggravation.

The Grapefruit Essential Oil arrived on 7/3. Nothing else. No notice in the box that items were backordered. No email with an explanation.

As it was the holiday weekend and my friend was on vacation, I contacted a distributor friend of hers. Explained my sad story. She was very sympathetic. Said she'd try to find out what happened. Said other customers also did not receive the starter kit. I'm glad I had people to turn to and grateful for their help. Young Living Customer Service should be as conscientious as these two distributors.

Tues. 7/7, I was told supply ran out due to everyone ordering product at the same time. The distributor said Young Living Essential Oils would overnight the Premium Starter Oils. It would take a day to process and a day to overnight. By my reckoning, another package should have arrived on Thurs, Fri at the latest. I was hoping the other oils would arrive so I could make the Eldest some pampering items like hair spritz and foot soak for her birthday 7/10

7/12 Young Living must have sent the package by way of slow, pack mule. Nothing arrived over the weekend. And truth be told, I knew nothing would arrive. I had been warned. Customer service sux.

The company was quick to whack my credit card for the entire amount. These oils aren't cheap. More important, the company couldn't be bothered to just let me and other customers know the item ordered had to be back ordered. It's not rocket science. A quick email.

Dear Customer,
We're sorry to inform you, due to high demand, the item you ordered is on back order. You'll see your order on mm/dd.
We apologize for the incovenience.
Customer Service

Easy! If you need to, Young Living Customer Service, you have my permission to copy and paste the above email sample so you can let customers know, in a timely manner, when items have been backordered.

I don't have a warm and fuzzy feeling about dealing with Young Living. I feel they don't value me as a customer. I'm only part of the profit margin.  I'm not too sure I want to order from them again, and I'm pretty sure I won't be recommending the company to friends and family. An expensive lesson learned. Caveat emptor. Buyer be ware.

Young Living, you get an A for product quality and packaging. I've been real happy with the Thieves cleaner and Thieves essential oil I ordered. As to your Customer Service, you rate an EPIC FAIL.

And readers if you're wondering what I did about The Eldest's birthday gift? Fortunately, there are other companies that produce essential oils of comparable quality. I found  some NOW essential oils at my local GNC store.

This was my experience with Young Living Essential Oils. Your mileage may vary.

ADDENDUM: 13. July 2015 10:08 AM EDT, FedEx just delivered the Young Living Essential Oils I've been waiting and waiting for. While I'm happy to have what I paid for, the point is Young Living should have given me a courtesy e-mail informing me the oils would be on backorder when my order was first placed.


  1. I am so sorry. Sounds like a hellish experience. Why is it so tough to get decent customer service these days?

  2. I don't think companies understand the importance of customer service or even the concept any more. :(

  3. Sounds like a logical, easy fix. So I guess it won't happen. LOL

    Have you heard of Plant Therapy EO's? They are affordable, ship quickly, and have a blog with lots of info.

    1. Thanks for the info. I've bookmarked the site