Doterra customer and Wellness advocate
I have been a doTERRA customer for quite a while, and this review is based on my personal experience. The quality of the essential oils is generally good. I don’t dispute that. However, doTERRA is a multi-level marketing company, and that structure clearly affects pricing. The products are expensive because many people benefit from each purchase across different levels. I understand how the system works, and I understand why some people like it, but it also means customers pay significantly more. My main issue, and the reason I am writing this review, is the monthly Loyalty Rewards Program (LRP) and how customer service handles problems with it. Twice now, my monthly order was automatically processed incorrectly. In both cases, I had actively managed my account. I deleted items, saved the cart correctly, and placed a different order on purpose. Despite this, the wrong order still processed automatically. Once the order was processed, I was unable to redirect it. Customer service told me the order was my responsibility, even though I am certain about what I did on my account. I was also refused a refund of the shipping costs, with the explanation that shipping fees are never refunded, regardless of the circumstances. What bothered me most is that the issue was immediately framed as user error. There was no acknowledgment that the system itself might be flawed or confusing, and no willingness to take responsibility for repeated problems. As a loyal customer, this felt dismissive and unfair. For a company that positions itself as premium and customer-focused, this experience was disappointing. The system offers very little flexibility or protection if something goes wrong, and once an incorrect order processes, the customer carries the financial burden. After dealing with this situation more than once, I have decided to stop using doTERRA. I believe it is important for people to know that while the oils may be high quality, the ordering system and customer service approach can be very frustrating if issues arise. I am sharing this so others can make an informed decision.