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Description

This company manufactures consumer products.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that The Procter & Gamble Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for The Procter & Gamble Company include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 279 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

279 complaints closed with BBB in last 3 years | 99 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 49
Billing/Collection Issues 3
Delivery Issues 3
Guarantee/Warranty Issues 21
Problems with Product/Service 203
Total Closed Complaints 279

Customer Reviews Summary Read customer reviews

30 Customer Reviews on The Procter & Gamble Company
Customer Experience Total Customer Reviews
Positive Experience 10
Neutral Experience 4
Negative Experience 16
Total Customer Reviews 30

Additional Information

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BBB file opened: February 01, 1928 Business started: 08/22/1837 in 0
Type of Entity

Corporation

Business Management
Mr. Alan G. Lafley, CEO
Contact Information
Principal: Mr. Alan G. Lafley, CEO
Business Category

Manufacturers & Producers

Alternate Business Names
P & G Procter & Gamble Procter & Gamble Company Procter & Gamble, Consumer Relations

Additional Locations

  • 1 Procter and Gamble Plaza

    Cincinnati, OH 45202 (513) 983-1100 (800) 937-5688 (800) 764-7483 (800) 742-6253

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Gillette Park - 5B

    Boston, MA 02127

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    Prudential Tower Bldg. 42nd Fl.

    Boston, MA 02199

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    17 Eaton Avenue

    Norwich, NY 13815

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    4711 Yonge St.

    North York, ON M2N 6K8

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    P.O. Box 355 Station A

    Toronto, ON M5W 1C5

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    Berkshire Corporate Park

    Bethel, CT 06801

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    Berkshire Corporate Park

    Bethel, CT 06801

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    Route 87PO Box 32

    Mehoopany, PA 18629

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    36 Saratoga Blvd

    Devens, MA 01434

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    3405 Meyer Rd

    Fort Wayne, IN 46803

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    3875 Reservoir Rd.

    Lima, OH 45801

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    P.O. Box 1900

    Lima, OH 45802

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    3875 Reservoir Rd.

    Lima, OH 45801

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    P.O. Box 1900

    Lima, OH 45802

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    PO Box 100537

    Atlanta, GA 30384

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    PO Box 100537

    Atlanta, GA 30384

  • 512 Liberty Expy SE

    Albany, GA 31705

  • PO Box 1747

    Albany, GA 31702

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    100 S Swing Road

    Greensboro, NC 27409

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    6200 Bryan Park Rd.

    Browns Summit, NC 27214

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    P.O. Box 18647

    Greensboro, NC 27419

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    4638 E Shelby Drive

    Memphis, TN 38118

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    845 Commerce Dr

    Henderson, NC 27537

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    PO Box 363187

    San Juan, PR 00936

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    21001 Ratfield Rd

    Marengo, IL 60152

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    14484 State Highway 177

    Jackson, MO 63755

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    Po Box 400

    Cape Girardeau, MO 63702

  • 3464 Mike Padgett Hwy

    Augusta, GA 30906

  • P O Box 1496

    Augusta, GA 30903

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    12221 Merit Dr # 1370

    Dallas, TX 75251

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    PO Box 830768

    Richardson, TX 75083

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    PO Box 740059

    El Paso, TX 88574

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    PO Box 900002

    El Paso, TX 88590

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    PO Box 900276

    El Paso, TX 88590

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    401 W Biddison Street

    Fort Worth, TX 76110

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    PO Box 1837

    Fort Worth, TX 76101

  • 3701 Monroe Hwy

    Pineville, LA 71360

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    407 Lyon St

    San Francisco, CA 94117

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    PO Box 6016 B

    Douglas, AZ 85655

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    P.O. Box 2855

    Sequim, WA 98382

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    Po Box 670845

    Chugiak, AK 99567

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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Additional Phone Numbers

  • (513) 983-3034(Phone)
  • (800) 742-6253(Phone)
  • (800) 764-7483(Phone)
  • (800) 937-5688(Phone)
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Complaint Detail(s)

12/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Febreze vent clip that leaked after being in my car less then 24 hours and it ruined the dashboard in my car. I contacted Febreze and sent all the requested info to make a damage claim. The package of info including the defective item was mailed September 23, 2014. I have called numerous times and am always told the product it being reviewed. I have contacted Febreze at least 8 time in the last 10 weeks, and can't seem to get any resolution from them.The damage to my 2011 Ford Fusion was over $2,000.

Desired Settlement: I would like for Febreze to pay the $2050 to fix my car as well as pay for myself a rental car while the repair is being done since the damage was caused by their product.

Business Response:

We are very sorry to hear of your experience with Febreze Car Vent Clip and regret your disappointment with the service you received when you contacted us about your claim. Feedback from thoughtful consumers like you helps us maintain our high standards and you can be sure that your comments have been shared with the appropriate people in our company.

 

We’d like to assure you all Febreze products have been evaluated to be safe when used as directed and we have many checks along our manufacturing lines to ensure their quality. We appreciate the time you took to let us know about your experience with our product and the materials you provided to help us understand the problem you reported. 

 

It typically takes 6-8 weeks for the evaluation of a claim and we hope you’ll accept our sincere apology for the delay in processing yours. On October 7, we received the product you returned and sent it to our Quality Assurance Team for evaluation. A letter was sent on December 9 in response to your claim and you can expect to receive it within the next few weeks. If you have any questions, please let us know.  You can reach us by calling ************** *** ******* * ********   

Your satisfaction means a great deal to us and we appreciate the opportunity you provided for us to address this matter. We value your loyalty to Febreze products and thank you for your patience while a thorough evaluation of your claim was completed.

Consumer Response: 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. 

Regards,

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

12/11/2014 Problems with Product/Service
12/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Old spice deodorant gave me extremely painful chemical burns under both armpits. Had to see a dermatologist twice and was prescribed creams/ointments.

Desired Settlement: Pay for all of my related medical bills.

Business Response:

We’re sorry to hear of your experience while using Old Spice Pure Sport Deodorant. We appreciate your efforts to bring this to our attention and want to assure you that your comments have been shared with our Health and Safety Team as we take your report seriously.

 

Please know we care about the safety of our products and the people who use them. We meet or exceed all applicable regulatory standards to ensure our products are safe and effective. Each product must pass a thorough safety evaluation before it is made available to consumers. Additionally, we continue to monitor the safety of our products after they are marketed.

 

Our consumers’ welfare is of the utmost importance to us. To help us gain a better understanding of the problem you reported, our Health & Safety Team is following up separately by postal mail. Please complete the questionnaire enclosed with their letter dated November 19, and return it to us in the postage-paid mailing envelope provided. In order for our Health and Safety team to consider your request for reimbursement of out of pocket medical expenses, please include any other requested materials when you return the completed questionnaire. Once we receive this information, we ask that you allow 8 weeks for review of your request.

 

Within the next 2-3 weeks, you can also expect to receive a prepaid debit card to refund your purchase. If you have any questions, please let us know. You can reach us by calling ************** or by replying to the email message we sent directly to you.

 

Again, we are sorry to hear of your experience. We appreciate your efforts to get in touch and hope this helps reassure you of our commitment to your satisfaction.

12/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a bag of Gain Flings, which a detergent product produced by Proctor & Gamble. The flings are a deteregent iinside of a small plastic casing, that is suppose to melti inside of the washing machine and despense the detergent. This product has ruined several of my towels and a blanket. The plastic casing did not melt completely and stuck to my towels and blanket, when these items were put into the dryer the plastic hardened all over my towels and blanket. There is no way to remove it and the items are ruined! The pacgaging claims that these packs dissolve in all temperatures, which is false, because my pacs did not dissolve!!

Desired Settlement: I would like a refund for the product I purchased and reimbursement for my damaged items ( 1 bath towels & 1 queen size comforter).

Business Response:

Thank you for choosing Gain for your laundry. Were sorry to hear one of the Gain Flings detergent pacs didn’t dissolve when you were washing your towels and blanket.  We understand this is frustrating and want to assure you this product was extensively tested before it went to market, and what you described is not something we want you to experience.  Please know we appreciate the time you've taken to bring this to our attention and we've shared your report with the appropriate people in our company. Because your satisfaction is important to us, weve followed up separately by email and postal regarding your experience and request for compensation.  Please allow 2-3 weeks for our letter to arrive via postal mail.

 

While we cannot speak for every washing situation, film residue should be treatable. To help dissolve the film, soak the item(s) in hot water (the longer the better – up to 1 hour).  It’s important that you do not try to pull on the fabrics.   After soaking, rewash the item(s) in warm water.  Be sure to always follow care tag label instructions for suggested water temperature.

 

We hope you’ll consider giving our product another try using the following tips for best results:

 

- Always add the detergent pac to the drum of the washing machine before loading the clothes.

-If you have a front loader, place the pac at the back of the washer drum FIRST; then add garments.

-If you have a top loader, place the pac in the washer drum FIRST; then add garments.

- Never place the detergent pac in the dosing drawer or dispenser drawer.

- Do not use a "delicate" cycle for heavy loads.

- Do not use a quick cycle of less than 30 minutes.

- Switch to a warm water setting during the winter months or whenever water is exceptionally cold.

- Do not overload your washer. Overloading may cause the detergent pac to get trapped inside fabric folds.

- Be sure to store the product in a cool, dry area, and close the package after each use.

 

If you have additional questions, you can reach us by calling ***************  We value your loyalty to P&G products and appreciate the opportunity to address your concerns.

12/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased another bottle of "***** ******" cologne as the first was amazing. Unfortunately, this one either had a tragic accident at the factory or someone fell asleep when the cologne was being mixed. It literally smelled like overheated motor oil. What happened? Couldn't keep it in the house because I thought my wife and I were going to be sick. Such a letdown after the first wonderful experience. I hope this was just a fluke!

Desired Settlement: Please replace the bad bottle of "***** ******" that we had to get rid of with a replacement that shows your usual good smell. Thank you!

Business Response:

Thank you for your recent purchase of ***** **** *** ***** ****** cologne.  Were delighted you enjoyed the fragrance of the first bottle and wish you were equally pleased with the second.  We are sorry to hear of the unusual scent you reported and appreciate your efforts to bring this to our attention. Please be assured your comments have been shared with the appropriate people in our company.

 

We also want to assure you that our goal is to manufacture high quality products that consistently delight our consumers and we have many checkpoints along to help make sure you receive products that meet our high standards. Your satisfaction is important to us, so were following up separately by email and postal mail on your request for a replacement.  Please allow 2-3 weeks for our letter to arrive.

 

If you have additional questions, you can reach us by replying to our email or by calling ************** and leaving a message.  We value your loyalty to P&G products and appreciate the opportunity to be of assistance to you.

12/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: For the past few months P&G has been running a promotion in conjunction with *******, the *** and ** ****** the issue I've been locating the specially marked P&G products at *******. I've contacted P&G a few times with the only response I get from them is wait the item should be hitting the shelves soon the promotion ends at the end of December and in the past few months I have yet to see any of these marked products.

Desired Settlement: I'm a long time user of P&G products and have purchased items listed on the promo site ************************************************* and would just like for the company to provide the promo codes that should have been on the products thanks.

Business Response:

We appreciate your interest in our Fantasy Lineup Promotion.  We’re sorry to you havent been able to find participating MVP products with the program sticker and regret any inconvenience you may have experienced.  Please be assured your comments have been shared with the appropriate people in our company.

 

It may be helpful to know the specially marked products were only available in select ******* stores and quantities were limited.  For answers to your questions or requests for assistance with the Fantasy Lineup Promotion, please send a message to the promotions team at the email address at the following email address* ************************************

 

As a gesture of goodwill, we’re sending money coupons which I hope you’ll enjoy using on a future shopping trip. Please allow 2-3 weeks for delivery. Thanks again for getting in touch.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

We appreciate your interest in our Fantasy Lineup Promotion.  We’re sorry you havent been able to find participating MVP products with the program sticker and regret any inconvenience you may have experienced.  Please be assured your comments have been shared with the appropriate people in our company.

 

It may be helpful to know the specially marked products were only available in select ******* stores and quantities were limited.  For answers to your questions or requests for assistance with the Fantasy Lineup Promotion, please send a message to the promotions team at the following email address: fantasylineup@eprizefulfillment.com.

 

As a gesture of goodwill, we’re sending money coupons which I hope you’ll enjoy using on a future shopping trip. Please allow 2-3 weeks for delivery. Thanks again for getting in touch.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

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. 

Regards,

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

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is sending junk emails to my inbox. They do not have a functioning unsubscribe tab to request removal of my email address from further communication. When trying to unsubscribe using their unsubscribe link, an error emerges stating they are having technical difficulties. This has been the case for weeks and I am not able to unsubscribe. Cannot complete form on their website to contact them in that manner, as I cannot submit a request through the site without naming one of their products which does not even apply to my inquiry. Cannot even choose a product if I wanted to because the options are blank, and one cannot submit the request without choosing a product of some sort. I want to be removed from their email list but cannot request this in any fashion because they do not provide a legitimate way to do this.

Desired Settlement: I want to be removed from any and all of their email campaigns. And if like for them in the future to provide consumers a legitamit and functioning link for consumers to make this simple request through their emails and/or website.

Business Response:

We’re sorry you received unwanted email from Procter & Gamble.  We also regret the problem you experienced when you tried to use the unsubscribe link and understand your frustration. Feedback from thoughtful consumers like you helps us maintain our high standards, so we appreciate the time you took to bring this to our attention and the additional information you provided to help us look into this for you.

Please know we respect your privacy.  We’ve taken steps to make sure you don’t received future mailings from P&G and weve shared your report about the unsubscribe link with the appropriate people in our company.  If we can be of additional assistance, please let us know.  Thank you for getting in touch.

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

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. 

Regards,
**** *****

11/24/2014 Advertising/Sales Issues
11/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Braun 340S shaver in May 2014. In June, I returned it under the advertised Braun 60-day money back guarantee. I am still waiting for the refund! At this point, it appears to be false advertising. I have contacted Braun "customer service" several times and have just been told to be more patient. Seeing as how it is now November, I feel I have been more than patient.

Desired Settlement: Refund of $57.99 without further delay.

Business Response:

Thank you for your purchase of a Braun 340S Shaver.  Were sorry you werent pleased with your shaver and regret the delay you reported with your submission to the Braun Money Back Guarantee.  We appreciate the time youve taken to bring this to our attention and want to assure you that your comments have been shared with the appropriate people in our company.

After we received your message, we asked the promotions team to look into the status of your submission and learned a prepaid debit card was sent on November 5, 2014 to refund your purchase.  If you havent received the card by now, you can expect to receive it soon.  We appreciate your patience in waiting and hope youll accept our sincere apology for any inconvenience the delay may have caused.

If you have additional questions, you can reach us by calling ************** and leaving a message.  We value your loyalty to P&G products and welcome the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  I have received my refund.

Regards,

**** *******

11/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted a Mail-In Form with the terms "Buy: Spend $30 (after coupons and discounts) on Tide, Gain, Downy, or Bounce Products (Excluding any size Tide Simply Clean and Fresh, Gain Flings, Gain Fireworks, and trial & travels sizes) between 7/1/14 - 9/30/14. Your request must be postmarked by 10/31/14." I purchased the products at ****** on 07/15/2014 and mailed the rebate form in the following week, including (1) the original form, (2) written in UPC codes on the original form and (3) original dated sales receipt with store names and product purchase price circled. (Copies of the completed paperwork and receipt are available at request) The products I purchased were Liquid Gain *** ************ $13.99 and (2) Tide PODS UPC ******** ******* After coupons and discounts, I verified that my cost was above $30. I completed the Mail-In Form with the UPC codes, noting that the UPC for the Tide PODS did not fill all boxes provided for the UPC code. However, I confirmed that Tide PODS was not listed as excluded prior to my purchase and therefore were eligible. If Tide PODS would have been ineligible, I would have purchased a different eligible product. I received a letter from the P&G Fulfillment Center dated 10/27/2014 stating that "the minimum product purchase amount required was no met." I called the customer service department listed on the Mail-In Form at ************. I was repeated told that "the promotion has closed; there is nothing further we can do" by the representative. The representative could not even tell me what was wrong with my submission. My biggest problem here is the dating on the rejection letter (10/27/2014). I submitted my paperwork in July!! Why did the fulfillment center wait 3 months, until 4 days prior to the closing of the promotion before they mailed out the letter? By the time I received my letter, the promotion had closed. Apparently if I would have called the customer care center prior to the closing of the promotion, they would have heard my appeal. I feel that the timing of the rejection letter was intentional and I feel deceived.

Desired Settlement: I am confident that my submission was valid, and that I am eligible for the $10 prepaid card as stated in the terms.

Business Response:

Thank you for your purchase of Tide and Gain laundry products and your interest in our P&G Laundry $10 Rebate. 

Please know we're sorry to hear of the problem you reported with your submission for this offer and we appreciate your efforts to bring this to our attention.  Hearing from you and other consumers helps us toward our goal of delivering top quality promotions, products and services worldwide.  You can be sure that your comments have been shared with the appropriate people in our company.

After we learned of your experience, we contacted our promotions team and asked them check their records.  We apologize for any confusion and appreciate your willingness to send copies of your submission to help us look into this.

A prepaid debit card in the amount of $10 has been requested to honor your submission.  You can expect to receive the card within the next 2-3 weeks.  As a gesture of goodwill, we’re also sending coupons which we hope you’ll enjoy using on a future shopping trip.  If you have any questions, you can reach us by calling ************** and leaving a message.  We value your loyalty to P&G products and welcome the opportunity to address your concerns

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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

11/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had duracell batteries in my Maglight for 6 months they leaked and batteries are stuck in the light.Sent 2 emails to ask about what i should do Bought in june tried to replace in Oct 2014

Desired Settlement: New 3 d cell mag light

Business Response:

Thank you for choosing Duracell batteries to power your devices.  We’re sorry to of your experience with the batteries installed in your flashlight. Your satisfaction is very important to us, so we appreciate the time you’ve taken to bring this to our attention.  Please be assured your concerns have been shared with the appropriate people in our company. 

With limited information, it’s difficult to know what caused the problem with the batteries installed in your flashlight. It may be helpful to know there are certain conditions that can cause batteries to leak. Some of the more common include: batteries being left in a device which was left in the "on" position for too long: exposing batteries to moisture and/or extreme temperatures; batteries becoming shorted out by other batteries or metals; and using batteries after the ‘freshness” date printed on the label. Incorrect insertion can also cause leakage, so it’s important to insert batteries into the device with the (+) and (-) terminals aligned correctly.

In your message you also mentioned you tried to contact us previously to report this, but did not receive a reply.  We understand it's frustrating when you don't receive a response to an email, so we checked our contacts to look into this for you.  Regretfully, we did not find another message from this email address so we're unable to determine what may have happened.  If the messages were sent using a different email address, please let us know so we can check into this.

Because your satisfaction means a great deal to us, a prepaid debit card in the amount of $25.00 has been requested to reimburse you for your flashlight. Please look for the card to arrive via postal mail within the next 2-3 weeks.  If we can be of additional assistance, please feel free to give us a call at ***************  We value your loyalty and appreciate the opportunity to address your concerns. 

11/5/2014 Problems with Product/Service | Complaint Details Unavailable
11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Swiffer Wet Jet leaked about 2/3 a new bottle of Wet Jet liquid on kitchen floor while we were away on vacation. Came home to a ruined floor. Wood was warped and bowing. P&G was called on 7/8/14 and we have followed all their required procedures - sent in their forms, the below letter, the items, batteries , 60 pictures of the damage, 2 estimates for repair sent via USPS with the lable they provided. They received it on 8/4/14. Told us Quality Control would be looking at this and we should hear back in the latest 8-10 weeks. We have not gotten anything back from them but lip service. 2 weeks ago I called again and I was told that Mary in corporate would be in contact with us or would have someone contact us by the begingin of the week 10/13/14. That has yet to happen. We have been beyond patient. Below is the letter we sent to them. July 18, 2014 Procter & Gamble P.O. Box 599 Cincinnati, OH 54201 ************ Dear P& G, This letter is a summary of our complaint regarding a damaging experience while using your product(s) Swiffer Wet Jet and the Swiffer Wet Jet Multi Purpose Cleaner Refill 1.25L. The problem occurred while we were away on vacation from the evening of July 1, 2014 through the later morning of July 8, 2014. Let me start by saying that I have been a loyal Swiffer Wet Jet user since they were first introduced and as surprising of a problem as this may sound to you this was even more surprising and disturbing to me and my husband. I am laying the ground work so that you clearly understand that I am no “rookie” with the Swiffer Wet Jet – I have used it since day one(though I have purchased several over that time due to the handle breaking or the button stopped working). I use my Swiffer Wet Jet on our kitchen flooring as well as a connecting hallway/entryway flooring and also the connecting front foyer/entryway floor EVERY night. We are a very clean household –NO SHOES are allowed to be worn in our house, we take tremendous pride in our home and therefore work hard to keep it clean and in healthy shape. This flooring is a natural reddish oak product that we have had since approximately 2006. Until now we have never had a problem with your product, I loved my Swiffer! The Swiffer Wet Jet unit was one that I purchased (had to replace my prior one because the button would not let any spray come out) about 6 weeks ago – I purchased it at my WalMart in McHenry/Johnsburg Illinois. The Swiffer Wet Jet Cleaner refill was purchased there as well and I bought that on Monday, June 30, 2014. I am a very clean person and do a major house cleaning on a weekly basis. We were leaving for our vacation the evening of July 1, 2014 and I spent my entire day cleaning my house so that when we returned home it would be clean and all we would have to do is unpack. The last thing I did before we left our home for vacation at approximately 5:30 p.m. on July 1, 2014 was to clean my wood floors with my Swiffer Wet Jet. I put my newly purchased bottle of Swiffer Wet Jet Cleaner (it was full) in my Swiffer, as I always do, and I cleaned/Swiffered the kitchen, hallways, and front hall. I let my floor dry completely and then replaced the throw rugs in front of the 2 entry doors as well as one in front of my kitchen sink. I put my Swiffer Wet Jet with the bottle still in it (that is how I have ALWAYS put it away when not in use) inside 1 of my large kitchen closets/pantries (this is where I keep my Swiffer as well as my vacuum cleaner when not in use it is a very large walk in closet). I closed the door and we left. On July 8, 2014 we returned home at approximately 11:00 in the morning. When my 14 year old daughter and I walked into our kitchen we just about died. Coming out of the pantry/closet where the Swiffer was and running all the way across past the center of our kitchen floor was a puddle that was outlined in a gooey ring. This was approximately 5 feet in length and about 2 feet wide. It looked like an amoeba. I immediately opened the door and saw the Swiffer sitting in a puddle, I lifted it up and liquid was pouring out of the 2 spray holes on the unit. I popped out the Swiffer Cleaner , it was only about 1/3 full at this moment (keep in mind this was a brand new FULL bottle-used for 1 floor cleaning before we left) and set it on a shelf in the pantry/closet. I realized at this point that about 2/3 of that bottle had leaked out of the Swiffer on my floor. As I was still holding the Wet Jet Unit even though the cleaner bottle was out of the unit there was still cleaner running out of those 2 spray holes. My daughter grabbed 2 rolls of Bounty paper towels and we immediately began wiping up the cleaner that was everywhere. As we were wiping it up I could feel that the wood boards were bowed/buckled/warped. We just kept wiping – and I was crying at this point because it was evident that even when I would get all this cleaner wiped up – our floor was clearly ruined. The outer “ring” of this amoeba like puddle was very sticky and in spots has stained the floor as well – not that it matters my floor is ruined. But it did leave a very dark stain- mostly in the area where it krept/ran furthest across the kitchen floor. My husband came in and also helped wipe up the cleaner that leaked from the Swiffer products. He looked at the floor boards and said they are warped – it is ruined the entire floor would have to be replaced. At this point I called the 800 number on the back of the Swiffer bottle – and I think your records will tell the rest of the story. I must say that I am extremely disappointed that when I called that 800 number I had a hard time understanding the person on the phone, I asked to speak to someone who I could understand better and perhaps a supervisor. They connected me with another gentlemen still with a heavy accent but I told him my concern and he started the process I asked for P&G’s corporate number he gave me a number I called it later and then started speaking to Consumer Relations. I shared this disappoint as well with Consumer Relations – I know P&G is huge (I used to work for Walgreen’s Corporate Headquarters in their Purchasing department) I realize times have changed but when a customer has a concern or major problem as in our case, the last thing they want to do is talk to someone in some other country with a very heavy accent. Even more disturbing is the process of using the mail instead of being able to receive your info and then send you the required info digitally/by email. I had called back the following morning as well because more floor boards in other areas were beginning to bow and I am very concerned that the wet boards as well as the wet that must be on the subfloor will be a potential mold issue which would then be a health issue. I was told by Consumer Relations (Ashley is one of the people I spoke to I also spoke to a man but I can’t remember his name) that they have expedited our case and told me to take pictures as well as get 2 estimates to replace the floor. When we had the 2 people/companies come out to give us an estimate for the replacement of our floor they immediately saw the damage and said that when wood gets wet as this did, the planks will begin to swell and cause pressure in all parts of the floor causing the bowing in places farther away from the initial damaged area. They said that is why we are seeing bowing that was not there before. They were able to point out several places where this “domino” like effect was happening. I hope that this summary explains our situation well enough for Procter and Gamble to evaluate this situation and do good on their end by taking care of their customer. I use a great deal of P&G products – names that have been around since I was a kid and my mom used them – I have had great confidence and satisfaction in your products and believed that if they have been around for as long as I have used them and my mom before me they must be good. Though the Swiffer was not around when I was a kid when it came out I bought it immediately seeing that it was a P&G item I had nothing but confidence that it would be a safe product for my floors; until now it was. I don’t know if you will be able to recreate what happened to us with the products I have sent back to you – we have not tried to recreate this. But I do want to reiterate that a true accurate recreation of this incident would be with the Swiffer Wet Jet Cleaner being for the most part full (used 1 time to clean my floor) it is now only 1/3 full. I don’t know if the unit is faulty or the cleaner bottle is faulty but I know that the bottle involved was for the most part full and now it is not. Thank you, Cc: file

Desired Settlement: Replacement of our flooring as stated in the estimates we provided to them as well as reimbursement for the 60 photos as they inidcated in their paperwork they would reimburse us. I am sure we are most likely not the only people who had a Swiffer Wet Jet leak onto their floor and do damage. The product(s) were clearly defective and other consumers should be aware of the problem and how horrific it is to try to get a resolution from such a huge company like P&G. The should be ashamed of themselves.

Business Response:

Please know we value your loyalty to Swiffer WetJet.  We are very sorry to hear of your experience and regret your disappointment with the service you received when you contacted us.  Feedback from thoughtful consumers like you is important to our ongoing efforts to maintain our high standards and you can be sure that your comments have been shared with the appropriate people in our company.

We’d like to assure you Swiffer WetJet has been thoroughly evaluated to ensure it is safe to use as directed. We appreciate the time you took to provide the items we requested to help us understand the problem you reported and thank you for your patience while our Quality Assurance Team evaluated the WetJet device, remaining cleaning solution and the photos you sent. It typically takes 6-8 weeks for the evaluation of a claim and we hope you’ll accept our sincere apology for the delay in processing yours.

On October 20, a letter was sent in response to your claim and you can expect to receive it within the next few weeks. If you have any questions, you can reach us by calling ***************  We value your loyalty to Swiffer and appreciate the opportunity to address your concerns. Thank you again for your patience while a thorough evaluation of your claim was completed.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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

11/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased online a Oral B 1000 Electric toothbrush on 11-4-2013 from Wallmart for $39.97 with a $15 mail in rebate. I picked up the item on 11-17-13 and mailed in the Rebate Form on 11-22-13. I called the Rebate center on 3-26-14 and was informed there was no Date of Birth which the man corrected and processed the Rebate. I called the Rebate center on 5-13-14 and a woman said The Rebate is on its way. On 5-13-14, I called Procter & Gamble with all this information and filed a Report PG-14-05-0016 Pin 4138. Next day, I got a email response which repeated everything I noted and ended with "Please wait for your Rebate". On 5-30-14, I was informed that the Rebate is in processing. On 8-22-14, I called Procter & Gamble Consumer Relation and "Shawna" told me to call Promotions. On 8-22-14, I called Promotions and ***** told me he will expedite the Rebate. As of today, I have nothing from this Rebate.

Desired Settlement: With all the lies and processing errors and run around, I would appreciated a Total Refund of $39.97 and Procter & Gamble can keep the "Used" Oral B toothbrush. How many other people have lost money on all the Rebates you run?

Business Response:

Thank you for choosing an Oral-B Professional Care 1000 toothbrush.  Please know we appreciate your purchase of our product and your interest in the Oral-B Walmart.com Rebate Offer. 

We’re sorry to hear of the problem you reported with your submission for the $15 rebate and regret your disappointment with the service you received when you called for assistance.   We appreciate the time you’ve taken to bring this to our attention and the additional opportunity to address your concerns.  Feedback from thoughtful consumers like you helps us improve future service to others and you can be sure that your comments have been shared with those responsible for this promotional offer.

After we received your recent message, we asked the promotions team that is handling this offer to look into this for you. We’re happy to report a $15 prepaid debit card has been sent to ensure your submission is honored.  Please allow 2-3 weeks for delivery by postal mail.  Separately, we’re also sending coupons for P&G oral care products which we hope you’ll accept as a gesture of our goodwill.  

We hope you’ll accept our sincere apology for the delay and any inconvenience it may have caused you. If you have any questions, please call ************** and leave a message. We value your loyalty to P&G products and appreciate the opportunity to be of assistance to you.

 

10/23/2014 Advertising/Sales Issues | Complaint Details Unavailable
10/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought the Crest Pro Health toothpaste and had issues with what I'm now finding out was plastic micro-beads. Earlier this year, after using it for about 3-4 months, I noticed my gums were changing a darker color and I was actually losing some gum tissue. I was freaking out thinking I had mouth cancer, plus stressing because I had no dental insurance at the time and spent close to $600.00 in Dentist and Periodontist charges.

Desired Settlement: A total refund of my dentist and periodontist charges. I can get chart notes and I have my receipts.

Business Response:

Were sorry to hear of your experience while using Crest Pro-Health toothpaste.  We appreciate the time youve taken to bring this to our attention and want to assure you that your comments have been shared with our Health and Safety Team as we take your report nature very seriously.

Please be assured that we care about the safety of our products and the people who use them.  We meet or exceed all applicable regulatory standards to ensure that our products are safe and effective.  Each product must pass a thorough safety evaluation before it is made available to consumers and we continue to monitor the safety of our products after they are marketed. 

Were always concerned when a consumer reports a problem with the use of one of our products and feel it is important to gather as much information as we can.  Our Health and Safety Team is following up by postal mail regarding your experience and request for consideration of reimbursement for your out of pocket dental expenses. A questionnaire was enclosed with their letter dated October 17, and we hope you’ll take time to complete it and return it along with any other requested materials.  Once we receive the requested information, we ask that you allow 6-8 weeks for review.

In the meantime, weve requested prepaid debit card to refund your purchase. The card will arrive in a separate mailing within the next 2-3 weeks.

Once again, were sorry you had this experience.  If you have additional questions, please let us know.  You can reach us by calling ***************  We appreciate your interest in Crest and welcome the opportunity to address your concerns.  Thanks for getting in touch.

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  They have sent it to Health & Safety for review of the complaint and request for refund. I should be receiving a letter with a questionnaire within 6-8 weeks. 

Regards,
**** *****

10/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am very disappointed in the newest 2 bottle pack of Old Spice Swagger body gel I purchased. The formula changed! The color of the gel is now much lighter, the scent is very different, along with the ability to lather has lowered as well. I was offered a coupon to buy more... This does not fix the problem! There was no warning or label change. It is another product! This is very shifty! This needs to be fixed! Body wash changing scents and how effective it is with no notice or changes to the label is misleading when you expect the same product and I was only offered a coupon. I was not the old one affected by this. You can see Facebook complaints and responses to complaints supporting this.

Desired Settlement: I would like to see the product returned to the original Swagger scent and quality it was before the change plus a refund on the 2 pack I purchased.

Business Response:

Thanks for getting back in touch about your latest purchase of Old Spice Swagger body wash.  We regret your disappointment with our response to your initial message and appreciate the additional opportunity to address your concerns. 

 

We have recently made some minor changes to the Swagger body wash formula.  We can assure you that before we made this change, we evaluated it further with people like you who love our product and they found the scent to be a close match.  This is a routine practice as we keep up with consumer preferences and other product requirements.  The overall notes of the scent haven’t changed, but there are some slightly different undertones.   While the color is a slightly lighter shade, the lather ingredients remain unchanged from the previous formula. Our further lab testing of the formula did not show any changes to the lather or cleansing performance.  

Please know we value your loyalty and we’re sorry you weren’t pleased with the changes we’ve made.  Your feedback means a great deal to us and you can be sure that your comments have been shared with our Product Development team.  In addition to the coupons sent previously, we’re also sending a pre-paid debit card to refund your purchase. Please look for the coupons and refund to arrive in separate mailings within the next 2-3 weeks. We hope youll consider using them to try some of our other manly scents.

Again, we are sorry youre disappointed and we appreciate the time youve taken to let us know how you feel. If we can be of additional assistance, you can reach us by calling ***************  Thanks for writing.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  I recieved a refund but the fact they changed a product without warning or notice on the label

Regards,

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

10/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Olay Spa Exfoliating Ribbons Body Wash Plus this product left a microbead in my chest.

Desired Settlement: first an apology then whatever else is required when a person has a lifelong scar.

Business Response:

We’re sorry to hear of the problem you reported while using Olay Spa Exfoliating Ribbons Body Wash.  We appreciate the time you took to bring this to our attention and the additional information you provided by phone to help us gain a better understanding of your experience.  You can be sure your comments have been shared with our Health & Safety Team.

Please be assured we care about the safety of our products and the people who use them. We meet or exceed all applicable regulatory standards to ensure that our products are safe and effective when used as directed. Each product must pass a thorough safety evaluation before it is made available to consumers and we maintain an ongoing monitoring program for quality and safety.

It may be helpful to know that only a small number of our skin care washes use polyethylene micro plastic beads as exfoliating/scrub agents.  While this ingredient is completely safe, we will discontinue our use of micro plastic beads in skin exfoliating personal care products as soon as alternatives are available.

As promised, a prepaid debit card has been requested to refund your purchase.  Were also sending Olay coupons which we hope youll enjoy using on a future shopping trip.  Please allow 2-3 weeks for delivery by postal mail.

Again, we are sorry you had this experience. If you have any questions, please let us know.  You can reach us by calling **************. We value your loyalty to Olay through the years and appreciate the opportunity to address your concerns.  Thanks for getting in touch.

10/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I Purchased $60.00 worth of childrens clothes and washed them, according to the directions using TIDE with Downy. All of the clothes are now stained by the detergent and ruined.

Desired Settlement: I would like the company to reinburse me for the ruined clothing.

Business Response:

Thank you for choosing Tide for your laundry.  Were sorry you noticed blue spots on your daughters clothing after washing them in Tide Plus Downy. Your satisfaction with the performance of our products means a great deal to us, so we appreciate the time youve taken to bring this to our attention and the opportunity to address your concerns.

 

Please be assured all of the ingredients in our detergents have been extensively tested to ensure they're safe for washable fabrics. However, certain types of materials and fabric finishes will stain if they come into direct contact with a colored detergent. Also, soil on fabrics can sometimes attract and hold the dyes in colored laundry products. Since the dyes used in our detergents are water soluble, any spots that are the result of direct contact with fabric can be removed by rewashing in the hottest water safe for the material. Stubborn stains may need more than one rewashing to completely remove.

We hope the tips we provided separately were helpful. Weve also followed up by postal mail on your request for reimbursement.  Please allow 2-3 weeks for our letter to arrive.  If you have additional questions, you can reach us by calling **************.  We value your loyalty to Tide and hope youll continue to enjoy using our products in the future.

10/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a product at ******* that had your sticker on it and I tried to register and put my numbe* ********** on the rewards list and nothing happens or did a find a place to record the above number. What is happening.?

Desired Settlement: Other

Business Response:

Thanks for your interest in P&G products and our Fantasy Lineup promotion.  We're sorry to hear of the problem you experienced when you tried to register your code on our website and understand your frustration.  Please know we appreciate the time you’ve taken to bring this to our attention and we've shared your report with the appropriate people in our company.

Since the site appears to be working properly at this time, you may want to check your systems settings to see if they meet our technical requirements.  It may be helpful to know that you must be using one of the following internet browsers: IE versions 6.x and above, or ******* versions 1.x and above.  Also, make sure all pop-up blockers are disabled.

As a gesture of goodwill, were sending some money saving coupons by postal mail. Please allow 2-3 weeks for delivery.  We hope youll enjoy using them on a future shopping trip.  

10/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a product from your company "The Art of Shaving" using their website. After placing the order at 3pm on Tuesday, September 23, 2014, I paid an additional $15.00 for 2-day shipping. At the time the order was placed, there were no notations or disclosures stating that any orders after 2pm could result in a delay in shipping. I assumed I would receive the order on Thursday, September 25, 2014, since that is what I paid $15.00 for. I received an email Thursday, September 25, 2014, stating that my order had just shipped. Now, I paid $15.00 for two-day shipping on Tuesday. Why am I receiving an email 2 days later telling me that my order has just shipped?? Why did I pay that extra money? I contacted customer service for The Art of Shaving at the 1-800 number provided on my email. After they verified my identity, I explained my frustrations with the shipping issue. The customer service rep "****" was kind enough to explain that, orders placed after 2pm will result in a delay of 24-48 hours in processing. REALLY???? I explained to **** that the website did not state that. She argued with me and stated that it does note that when I make the order. Well, I took screen shots of the order process, proving that it does not, in any way note that there will be a delay in processing the order for orders placed after 3pm. I tried to explain this to ****, and she stated that I was incorrect. I requested that the customer service rep provide me with a contact for her supervisor and she refused, stating that the supervisor could contact me. I stated that was fine. She then stated that it could take 24-48 hours. I can't say that I'm surprised. Nice business...

Desired Settlement: I would like a complete refund on shipping, first of all. Secondly, Since this item is already in transit, I would be happy to accept it, but I will not pay for it. If you feel the need to stop the shipping of the item, feel free. But I will no longer accept this this item if I have to pay for it due to your deceptive business practices. Shame on you, Proctor and Gamble, for hiring people who clearly don't know or understand how your websites work. Thank you for making this buying experience horrible. My order number is ************

Business Response:

Thank you for your interest in The Art of Shaving products.  Were sorry youre disappointed that you didnt receive your order in 2 days and understand this is frustrating for you.  We appreciate the time youve taken to bring this to our attention and welcome the opportunity to address your concerns.

Please know your satisfaction is very important to us.  Since you were disappointed with the length of time it would take to receive your order, the $15 charge for express shipping was reimbursed on September 26, 2014.

It may be helpful to know information about our shipping guidelines, as well as answers to other frequently asked questions, can be found in the Customer Care section on theartofshaving.com  The following details for ourExpress Delivery: (2 Business Days) option are available in the Shipping section on the Customer Care page of our website:

Express Delivery: (2 Business Days):  Orders are typically delivered by the end of the second business day after they are shipped. Your order will be shipped after your credit has been approved and/or any other necessary verification has been completed. To be shipped the same day, your order must be submitted and such approval and verifications completed by no later than 3 pm Eastern/12 pm Pacific. All other orders will be shipped on the day that credit approval and/or other verifications are completed, unless the same takes place after 3 pm Eastern/12 pm Pacific, in which case the order will be shipped on the following business day. Some locations in ******* ******, and remote areas may require additional transit time.

We regret any confusion and hope youll accept our sincere apology.  If you have additional questions regarding your order, we encourage you to get back in touch.  We appreciate your interest in our The Art of Shaving products and welcome the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  It should be noted that, throughout the conversation I had with the customer care representative, she repeatedly stated that there is a disclaimer that pops up that explains the 2-day shipping process when it is selected. I disputed this, then went back and took screen shots of the process, proving my argument. I am merely suggesting that The Art of Shaving either train the reps differently or actually provide a pop up that explains this process because it was not present.

 
Thank you for your professionalism is dealing with my complaint. 

Regards,
***** *******

10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased #4 Nioxin for fine,thinning chemically treated hair. Bought shampoo, conditioner and scalp treatment. The frst time I used it I had swelling in my eyelids however I just thought it was from hay fever allergies and did not pay any attention to it. Two days later I used it again and after applying scalp treatment annd drying my hair I starting itching. I looked in the mirror and my face was turning red and I immediately got back in the shower and washed it out. When I got out of the shower my body started chilling and I got in the bed as I could not get warm. I laid down for awhile and when I got up my eyes were almost swollen shut,face looked like raw meat and my throat was bothing me. My husband took me to the emergency room. By then I was running a fever and my white blood count was elevated. I was admitted and given benedryl and antiobiotics for 2 days. Product_Or_Service: Nioxin 4 for fine chemically treated hair Order_Number: Inv. ************** *************** *************

Desired Settlement: DesiredSettlementID: Refund I would like to be reimbursed for the 60 plus dollars I spent to buy the product from Fragrance.net and I would like to have my medical bills reimbursed as well. I am having to go thru testing of ingredients to find out what in the product did this. I have never had anything like this happen and there are no warning labels on the product. I feel very lucky to be alive. It was very scary and my eyelids and cheeks are still pink and I have not been able to use any m

Business Response:

We’re very sorry to hear of the problem you reported while using Nioxin.  We appreciate the time you’ve taken to bring this to our attention and we’ve shared your comments with our Health & Safety Team.

Please be assured that we care about the safety of our products and the people that use them.  We meet or exceed all applicable regulatory standards to ensure that our products are safe and effective.  Each product must pass a thorough safety evaluation before it is made available to the consumer.  Additionally, we continue to monitor the safety of our products after they are marketed.

Our consumers’ welfare is of the utmost importance to us. To help us gain a better understanding of the problem you reported, our Health & Safety Team has followed up by postal mail. Please complete the questionnaire enclosed with their letter dated September 18 and return it to us in the postage-paid mailing envelope provided. In order for our Health and Safety Team to consider your request for reimbursement of out of pocket medical expenses, please include any other requested materials when you return the completed questionnaire. Once we receive this information, we ask that you allow 8 weeks for review of your request.

As promised when we spoke to you on September 9, a prepaid debit card in the amount of $60.00 was requested to refund your purchase. Refunds typically arrive within 2-3 weeks, so if you haven’t received the card by now, you should receive it soon. 

Again, we are sorry you had this experience. If you have any questions, please let us know. You can reach us by calling ************** and leaving a message.  We value your loyalty to P&G products and appreciate the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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

 
  To date the company has refunded me the money for the product and I just received a packet of forms of which they have requested concerning my medical issues.  I am still under three doctors care and  have to have surgery to correct my vision.  Right now it looks like surgery willl probably be in November so It is going to take me some time to get bills and doctor medical notes together but will return as soon as possible as they have requested.  I request to leave the case open until the medical issues have been addressed.
 

9/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the 3D Crest Whitestrips 1 hr express in July. I was very unhappy with the results and sensitivity it caused my teeth. I would like a full refund for the amount I purchased it for.

Desired Settlement: I would like a refund for the amount I purchased this product for. 49.99+Tax. I still have the receipt.

Business Response:

Were sorry you developed sensitivity while using Whitestrips.  We appreciate the time youve taken to bring this to our attention and have shared your report with our Health & Safety Team.

As with any teeth whitening product containing peroxide, teeth/gum sensitivity may temporarily develop when using Crest Whitestrips. This isn't harmful, and the sensitivity can be reduced and eliminated. We recommend using a soft bristled brush and a mild toothpaste like Crest Cavity Protection while whitening your teeth with Crest Whitestrips. Also, limit brushing your teeth to two times per day, and avoid brushing immediately before applying a whitening strip.  If sensitivity continues, stop using for 2 to 3 days; then resume once per day.  Or you may prefer to try Whitestrips 3D White Gentle Routine, that you use for only 5 minutes a day, with less peroxide.  We'd expect these recommendations to resolve the problem in most cases. If significant sensitivity develops again, we recommend you stop using Crest Whitestrips.

Your satisfaction is important to us, so we've requested a prepaid debit card to refund your purchase.  Look for the card to arrive via postal mail within 2 to 3 weeks.  In the meantime, please save any remaining unused product and its package in case we need to retrieve them.

If you have further questions or concerns, you can reach us by calling the toll free number on our product package.  We appreciate your interest in Crest products and welcome the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

***** ******

9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Swiffer Wet Jet which is manufactured by Procter and Gamble. The cleaning solution smelled awful, so I wrote to the folks there at P&G explaining this. I was contacted by email that if I would return my Wet Jet to them, they would refund my money. I received correspondence in the mail and a courtesy box with shipping label to use. So far, so good. I sent the product back as requested, using their label. I have proof from the *** store near my home that the product was sent back to P&G.Since then I have sent no less than 10 emails and uncountable number of phone calls to no avail. I still have not received the refund. I guess maybe I'm just impatient as it has only been 6 months since I returned their product! Finally about a month ago, I was left a voice mail on my phone from a '*******' giving me the phone number (which was incorrect) to their **** card issuer as the card they claim they sent me has not been cashed. I have sent more emails and spent more time, apparently wasted effort to get what is rightfully mine!I am sick of these people. All of their customer service folks are I believe overseas.. they all have middle eastern accents and are VERY difficult to understand. What's more is that they do NOTHING! Maybe you can put a fire under someone's butt because this situation is totally unacceptable. How could Procter and Gamble, who I thought was a reputable company allow this to go on?? I tell you.. I will NEVER buy anything made by them again! I feel what has happened here is fraud.

Desired Settlement: I would like my original $20.00 purchase price refunded (as promised!) as well as an additional $50.00 for my frustration and their lack of appropriate/timely response. I believe this situation to be flagrantly fraudulent. I don't want to go on ********, ******** etc. to warn others, but I will. You better believe I will tell all who will listen about my experience. I was honest.. they were not.

Business Response:

Thanks for choosing P&G products to use in your home.  We are sorry you werent pleased with your purchase of a Swiffer WetJet and regret your disappointment with the service you received when you contacted us for assistance.  Feedback from thoughtful consumers like you helps us improve future service to others and you can be sure that your comments have been shared with the appropriate people in our company.

Please know weve looked into your report to try to determine what happened. We learned the prepaid debit card that was issued to refund your purchase was returned due to an error with the address.  A card in has been reissued and should arrive within the next 2-3 weeks. We hope youll accept our sincere apology for any inconvenience this delay may have caused you.

As a gesture of goodwill, were also sending coupons which we hope youll enjoy using on a future shopping trip.  Please look for the coupons to arrive separately via postal mail. If you have any questions, please call **************.  We value your loyalty to P&G products and welcome the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  I was contacted by a very professional and accommodating customer service agent named *****.  She has verbally satisfied this complaint, although I do not believe enough time has passed for me to receive anything yet.  As long as what she promised is delivered, then I am quite happy.  I appreciate BBB and its action on my behalf, and I also appreciate *****.  I wish I had gotten to speak with her initially, as I believe this situation would have never come to this if I had.  Thank you all!

Regards,

*** ********

9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I see I am not alone in having issues getting the gel OUT of the can. I have a recently purchased Gillette FUSION HYDRA GEL that is still at least half-full, but there isn't enough propellant or something may be clogging inside the container or there could be something wrong with the propellant inside the can to discharge any gel at all. I do not like the fact that I essentially paid double for my half can. As much as I liked the product, I will look at something different for my next purchase. I don't trust that a new can of Hydra gel would work any better than the last one, especially after seeing that I am not alone in my complaint. ***** * **********

Desired Settlement: Refund Gift Card / Store credit

Business Response:

Thanks for choosing Gillette products for your shaving needs.  Were sorry your can of Gillette Fusion Hydra Gel isnt dispensing properly.   We have many checkpoints along our manufacturing lines to ensure the quality of both our products and packaging, so they should reach you in the best possible condition.  Please know we regret the problem you experienced and weve shared your report with our Quality Assurance Team.

If you haven’t already done so, try pressing down on the spray top a few times to reactivate the spray. It may help to know that unlike other spray cans you may have used, it is important with these containers to make sure you hold the can upright and at a slight angle.  To increase the product’s flow, rinse the nozzle well with warm water and try spraying again. Also, shave gels do not need to be shaken. 

Your satisfaction means a great deal to us and weve followed up separately on your request for a refund.  Please allow 2-3 weeks for delivery by postal mail. If you have any questions, you can reach us by calling **************. We appreciate your interest in Gillette products and welcome the opportunity to be of assistance to you.

9/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used Old Spice Fiji deodorant for a week and now have a severe burn in my underarm. I attempted to call the 800 number on the back of the deodorant, but was directed to nothing other by a circle of phone menus.

Desired Settlement: Since I'll never use this product again, I just request a refund for the 2 sticks of deodorant I purchased.

Business Response:

Were sorry about your experience while using Old Spice Fiji deodorant and regret the difficulty you had when you tried to reach us by phone.  We appreciate the time you've taken to bring this to our attention and want to assure you that your comments have been shared with our Health & Safety Team.

We also want to assure you that consumer safety is always our first priority.  All of our products must pass a thorough evaluation before they are made available to consumers and we maintain an ongoing safety monitoring program to assure the highest standards of safety and quality. Please know we meet or exceed all applicable regulatory standards to ensure that our products are safe and effective.

Because your satisfaction means a great deal to us, weve requested a prepaid debit card in the amount of $7.00 to refund your purchase. Please allow 2 to 3 weeks for delivery by postal mail.
 
Again, we are sorry you had this experience. If you have any additional questions, please let us know.  You can reach us by calling **************.  We appreciate your interest in Old Spice and welcome the opportunity to address your concerns. Thanks again for getting in touch.

9/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted P&G regarding a Febreze vent clip that caused damage to my car on 8/10/14. I emailed Proctor and Gamble though their website, and received a response on 8/11/14: Thanks for being a loyal consumer of Febreze, Eric. I’m very sorry about your experience with the Febreze Car Vent Clip and for contacting our company. Our products are thoroughly evaluated to ensure they won’t cause damage when used as directed. We appreciate your bringing this to our attention and you can be sure I’m sharing your report with the rest of our team. If you get the fragrance oil on your hands, wash them well with soap and water. To remove the fragrance oil from the surfaces in your car, wash them with mild soap and water and dry with a clean, dry cloth to avoid damage. Since you’ve provided your mailing address, I’m also sending you materials to start a damage claim. Please keep in mind, our final decision on your claim will be based on a review of the information you return to us and an analysis of the product. Submission of a damage claim does not guarantee compensation. I’m sending pre-paid mailing materials via postal mail for you to return the following items: • The P&G product. • Your completed damage claim questionnaire (the questionnaire will be included in our mailing). • The damaged items to show us what you experienced; we’ll also use these items for testing. • Any other materials or information which might help us learn more about your experience. Note: We’re unable to view email attachments, so please do not send us photos via email. The materials I’m sending should arrive in 2-3 weeks. Remember to return the product as we are unable to investigate your claim without it. Once we receive all of these items in our office, we’ll be in touch via postal mail with our findings. Please be aware the investigation process can take 6-8 weeks. Since your satisfaction means a great deal to us, I'm also sending you 3 coupons towards your next purchase of the Febreze Car Vent Clip. They will arrive by postal mail within the next 2-3 weeks. Thanks again for getting in touch. ****** ** ******* ****

Desired Settlement: I am frustrated with the company's lack of urgency regarding this situation. I was told that they would send a claim kit within 2-3 weeks...and it is pushing the 4th week. I am worried that once I fill out the claim form, they will still not compensate me because I no longer have the product. I discarded the product because it was leaking oil which I believed to be caustic and hazardous as it was eating away the paint finish on my cars dash air vent. I drive a ******** *** which I keep in immaculate condition, and now it is forever disfigured due to this faulty product. The offer to send coupons for more vent clips is outrageous. I will NEVER use this product again, nor will I recommend it to friends, family, and Uber customers.

Business Response:

Thank you for your purchase of a Febreze Car Vent Clip. We’re very sorry to hear of your experience and understand why this would be upsetting to you. Please be assured we have many checks in place from product design through manufacturing to ensure the quality, safety and performance of our products. Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure your report has been shared with the appropriate people in our company.

Since the product isn’t available to return with your claim, we’ve followed up separately regarding your request for compensation. If you have additional questions, please let us know. We value your loyalty to P&G products and appreciate the opportunity to address your concerns.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Old Spice deodorant gave me a chemical burn under my armpits. The company needs to remove this product from the shelves because I'm not the only person that this is happening to. Just google deodorant rash and you will see a lot of complaints about Old Spice.

Desired Settlement: Refund for the 3 bottles my wife bought on sale and reimburse me for my urgent care and 3 days of work because I can't work due to the chemical burns.

Business Response:

We’re sorry to hear of your experience while using Old Spice Deodorant. We appreciate the time you’ve taken to bring this to our attention and welcome the opportunity to address your concerns.

Please be assured that we care about the safety of our products and the people who use them. We meet or exceed all applicable regulatory standards to ensure that our products are safe and effective. Each product must pass a thorough safety evaluation before it is made available to consumers. Additionally, we continue to monitor the safety of our products after they are marketed.

Our consumers’ welfare is of the utmost importance to us.  To help us gain a better understanding of the problem you reported, our Health & Safety Team is following up separately by postal mail. Please complete the questionnaire enclosed with their letter dated September 5, and return it to us in the postage-paid mailing envelope provided. In order for our Health and Safety team to consider your request for reimbursement of out of pocket medical expenses, please include any other requested materials when you return the completed questionnaire. Once we receive this information, we ask that you allow 8 weeks for review of your request.

Within the next 2-3 weeks, you can also expect to receive a prepaid debit card in the amount of $10.00 to refund your purchase.  If you have any questions, please let us know. You can reach us by calling ************** or by replying to the email message we sent directly to you. 

Again, we are sorry to hear of your experience. We appreciate your efforts to get in touch and hope this helps reassure you of our commitment to your satisfaction.

9/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the Cascade dishwashing packets because it stated if you are not happy with the product a full refund/money back guarantee. I was not happy with the product because I would still see some spots on the dishes after the wash. I sent in the form along with the original receipt and the proof of purchase from the product over four month ago. I called their customer service and inquired about my full refund and was told they never received my refund request. I send them copies of my refund request and still no answer from them.

Desired Settlement: $12

Business Response:

Thanks for choosing Cascade Action Pacs to use in your dishwasher.  We appreciate your purchase of our product and we’re sorry you were unhappy with the appearance of your dishes after washing them with Action Pacs.  Please know your satisfaction with the quality and performance of our products is important to us.

We hope youll accept our sincere apology for the problem you experienced with your submission for the Cascade Money Back Guarantee.  We appreciate the time youve taken to bring this to our attention and weve shared your report with the appropriate people in our companyWeve followed up separately by email regarding your submission and a prepaid debit card in the amount of $12 has been requested to refund your purchase.  Please look for your card to arrive by postal mail within the next 2-3 weeks.  As a gesture of goodwill, were also sending a coupon which we hope youll consider using to give Cascade another try.   

It may be helpful to know our dishwashing detergents no longer contain phosphates (in compliance with laws effective July 2010 requiring dishwashing detergents be phosphate free.)  We understand that some consumers, like you, may be experiencing spotting or filming when using these formulas.  Also, if you live in an area with hard water, not using enough detergent can allow water minerals and soils to settle back on the dishes, causing an unsightly film.

Here are some tips that can help prevent filming:

-Use our Rinse Aid, which helps minerals and food particles to be rinsed away more easily.

-Make sure the water in the dishwasher is at least 120° F (49°C).  To make the water as hot as possible, run hot water at the kitchen sink before you start the dishwasher.

-If possible, run the dishwasher when no other appliance is using water (shower, washing machine and so on).

-Make sure the dishwasher sprayer arms are not blocked and preventing enough water reaching all the dishes.

We hope this information is helpful.  If you have any questions, please let us know.  You can reach us by calling ***************  We welcome the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

**** ****

9/12/2014 Problems with Product/Service | Complaint Details Unavailable
9/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I participated in * ******-PG promotion back in March, for $100 PG products purchase I'm getting $33 ****** cash card back in the mail. I made two transactions with exactly the same kind and quantity of PG products, each transaction was worth over $100. I followed the rules and filled out the form, included two receipts and specifically marked that this submission was for two cards. Got only one card back in about a month, so I called back and was told that "research dept" was looking through it, please wait. Waited for another 1.5 months, I called again in June, was told the same story. I just finished a phone call with a very rude rep from their rebate center at ***** ******* ** (correspondence on the rebate form). I was told yet another time, research dept was looking at it, but there was no update. I have kept all the records, receipts and the form, and I told them multiple times that if something got lost in the mail, I can do a quick re-submission. But their response was always "please wait". I submitted the original rebate on 04/01, and today is the end of August already. Same thing happened for my previous rebate for two oral-b power toothbrush. Submitted all the records for two purchases, only got one rebate. I had to make multiple phone calls and resubmissions and the whole thing was dragged for a couple of months too until I finally got the other rebate. Just can't imagine a reputable consumer product company like PG would have such terrible promotion schemes.

Desired Settlement: I want my 2nd $33 ****** cash card ASAP and compensation for my wasted time and frustration.

Business Response:

Thank you for your interest in P&G products. We’re delighted you chose to participate in the special offer to receive a $33 ****** Cash Card by spending more than $100 on participating P&G brands at ******. Please know we’re very sorry to hear of the problem you experienced with your submission and understand this is frustrating. We appreciate your efforts to bring this to our attention and want to assure you that your comments have been shared with those responsible for this promotional offer.

After we received your message, we checked with the promotions team thats handling this offer.  We’re happy to report a $33 ****** gift card was mailed on September 4, 2014.  Please allow 2-3 weeks for delivery.

We hope youll accept our sincere apology for the delay and any inconvenience it may have caused you.  If we can be of additional assistance, please call **************. We value your loyalty to P&G products and appreciate the opportunity to be of assistance to you.

Consumer Response: 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. 

Regards,

*** ****

9/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company will NOT stop mailing me despite my numerous requests to ask them not too.I keep returning all mail unopened to them marked return to sender, please stop mailing me, Etc & have also requested they do so via telephone but they will NOT stop harrassing me despite the fact I've been nothing but co-operative with them & gave them the information they've asked of my on SEVERAL different occassions over the past few months.Please get this company to stop harrassing me~!I don't owe them anything~!I simply answered their inquiries as a COMMON CURTEOSY & I refuse to be stocked by them & harrassed any further~!They need to back off & leave me alone~!!!!!!!!!!!!!!!

Desired Settlement: DesiredSettlementID: Other (requires explanation) THIS COMPANY NEEDS TO LEAVE ME ALONE & END ALL CONTACT IMMEDIATELY~!!!

Business Response:

Please be assured we respect your privacy.  We apologize for any inconvenience our mailings may have caused you and appreciate the opportunity to address your concerns.

If the letters you received are those sent to follow up on the experience you reported to Crest, we can assure you the letter dated July 22 was the final attempt to follow up.  This letter stated that if we do not receive the requested information within 30 days, we will consider the case closed.  Please know the letters were sent because we were concerned by your initial report to Crest in May 2014 and additional mailings will not be sent in regard to this incident.     

When the letters were sent, we were unaware of your request that we stop sending questionnaires to follow up on your report to Crest.  We are sorry you received unwanted mailing.  We appreciate your efforts to bring this to our attention and want to assure you that your comments have been shared with the appropriate people in our company.
 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  

 
All I have ever wanted is for this company to end any & all forms of communication to me & to stop harrasing me.
Ty for your assistance in getting them to do so. It was greatly appreciated & I am very greatful I will no longer be hearing from them.

Regards,

***** * ****

9/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Crest Pro-Health mouthwash and it visibly stained my usually white, well maintained teeth to the point that I had to get my teeth scaled professionally which cost $165.00 plus over an hour of my time. I called Procter & Gamble on January 8/14 to report the incident. Since then, I have have been given the run-around. Not only do they ignore my calls, they state they have not received my mail, and my faxes. When I spoke to customer service ***************) on January 8, 2014, they said they would mail me a questionnaire to complete and return. They refused to fax it or e-mail it and insisted it go through regular mail. They do not have the form available on their website either. It took almost 2 months to receive my package in the mail. Before I received my package I called P&G at least 7 times to report that I STILL had not received their questionnaire. I mailed the questionnaire back to their Cincinatti address (as per their return envelope) on March 25/14. I did not get a response. On April 22 I called P&G again and they told me they had not received my package. ***** instructed me to fax my documents to ***** *** **** in ******* at ###-###-####, which I did from the *** ***** ** ********* ******* on May 24/14 (I have confirmation). P&G states they never received my fax either.

Desired Settlement: Refund my original purchase, dental costs, photocopying costs, faxing costs, travel costs, costs for time and energy, and pain and suffering. I have spent at least ten or more hours on the phone with customer service (eg. each call taking 30 minutes or more of my time), not including time spent faxing, photocopying, and writing letters including this complaint.

Business Response:

We’re very sorry to hear of your experience when using Crest Pro-Health Rinse and regret your disappointment with our response to your request for assistance.  We appreciate the time you’ve taken to bring this to our attention and the additional opportunity to address your concerns.

At the outset, we want to thank you for your interest in Crest products and we’d like to assure you the health and well-being of our consumers is our top priority.  As with all P&G products, our Crest Pro-Health products have been thoroughly evaluated to ensure their safety when used as directed.  It may be helpful to know, certain versions of Pro-Health Rinse contain Cetylpyridinium chloride (CPC), an ingredient that not only helps to fight plaque and gingivitis but also kills bacteria in the mouth. However, sometimes bacteria and CPC may become trapped in hard-to-brush areas which can lead to a temporary stain or discoloration on the surface of the teeth. People may be more likely to experience this if they develop a lot of tartar on their teeth, smoke, or drink colored beverages like coffee, tea, or red wine. To help prevent or reduce formation of this type of stain, we suggest people use a power toothbrush and a tartar control or whitening toothpaste. A dental cleaning will also remove the stains.

Please know we're sorry to hear of the problem you experienced and we shared your report with our Health & Safety Team.  In order to consider your request for reimbursement of your dental cleaning,  our Health & Safety Consultants sent a letter requesting you fill out a questionnaire to help us gain a better understanding of your experience and return it along with copies of  any pertinent dental records.  Letters containing the questionnaire were sent on three separate occasions ( 1/15/2014; 2/13/2014; and 3/11/2014).  To date we have not received the completed questonaire or other paper work you tried to send.

If you haven’t already done so, please send the requested materials including your completed questionnaire via a delivery service that offers a tracking method. Once received, we will gladly reimburse your postage. Please include the following case number (********) and mail the requested materials to the following address:

The Procter & Gamble Company
* ******* * ****** ***** **** ******** *********  ***** **** ** *********** ** *****

If you have any questions, please let us know. You can reach us by calling ***************  We appreciate your interest in P&G products and welcome the opportunity to address your concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

*** *****


Dear P&G

 
Do not patronize me with your form response and tell me the dates you mailed the questionnaire to me.  Why don't you read your notes and listen to the monitored calls?  I called P&G REPEATEDLY between January 8 and the end of February when I FINALLY received my questionnaire in the mail (it was postmarked ****** ******!!)  No wonder it took almost TWO MONTHS to get to my doorstep, and then I received TWO packages within days of each other.  MY FIRST CALL to P&G was January 8, 2014.  Why doesn't P&G make the questionnaire available on their website or e-mail the questionnaire to anxious and unhappy customers?  MAILING the questionnaire from ****** ****** is ridiculous!! 
 
I mailed the entire package and ORIGINAL receipts back to P&G Consumer Relations, * *** ****** *********** **** ***** ** ***** *** *****  ********* **********  I am being told it never arrived, which I hesitate to believe after the fiasco you put me through to even OBTAIN the package in the first place.  (For your information, I called OVER 7 times to report that I had not received my questionnaire)  Each call takes more than half an hour, and is a waste of my precious time!  
 
On May 22, 2014, I was advised by ***** (she called me after I called on May 21 and spoke to a supervisor named ***** for over 45 minutes because I was furious that nobody knew anything about the progress of my case) that they had not received my package that I mailed on March 25, 2014.  She then gave me a fax number to ***** *** **** in the ******* P&G office as follows:  ###-###-####.  I faxed 14 pages to her from the *** store on May 24, 2014 and a few minutes later faxed another 2 pages to the same number with my receipt for faxing services.  Again, I heard nothing from P&G, so I called on June 13/14, only to be advised that my FAXES WERE NOT RECEIVED!!  I have the confirmation receipts for both.  I have called ***** *** **** and left several messages at ###-###-#### and she has NEVER returned my calls.
 
I am very suspicious about this company.  They are not interested in customer satisfaction whatsoever.  First of all, they took more than 6 weeks to send the questionnaire in the first place.  Then, they claimed they never received my questionnaire and original documentation (receipts and letter attached).  They also claimed they did not receive my faxes, even when I have confirmation receipts from the *** store!!  This is absolutely ridiculous and I believe it is a lie so that P&G will not have to reimburse my costs.  At this point, I am not only seeking dental cost reimbursement, I am seeking costs for my time (I have made over 13 lengthy phone calls to P&G), suffering, and photocopying and faxing.  
 
When I spoke to ***** on June 13, 2014, she advised me to send all my photocopies by guaranteed mail service and P&G would reimburse my costs.  I have not done this because I have already spent enough time and money dealing with this incompetent and disorganized company.  I will not spend any more money out of my pocket on registered mail because I do not trust this company.  They can send ME a guaranteed postage paid mail envelope, and I will gladly return my information at the expense of P&G, not mine.  
 
My address is ** **** ******* ********** *** *** **** ******.  I would also like a reply from ***** *** ****.  Was I given the wrong fax number?  Why has she not returned my calls?  This is the worst sub-standard customer service I have EVER experienced and will never use P&G products again.  
 
I demand a response from this company in a meaningful and useful way and am insulted by their condescending, and ignorant reply to my complaint.  P&G - do you research.  Listen to the recorded phone calls and READ the notes before you respond to your customers.  You look like idiots.
 
Sincerely,
*** ***** ******* ********
 
 
 
 

Business Response:

Please know were sorry youre disappointed with our responseWe understand your frustration and hope youll accept our sincere apology.

We greatly appreciate your willingness to send the documents by fax once again and thank you for the additional effort.  On July 24, we received the materials you faxed to our Cincinnati Consumer Relations office and forwarded the documents to our Health and Safety Team so they can review your request for reimbursement of your dental cleaning.

In the meantime, a prepaid debit card in the amount of $35.00 was requested to refund the amount you paid to fax the documents on two occasionsBased on the receipts you included, the total cost was $42.10.  So we are requesting an additional prepaid debit card to ensure you are fully reimbursed for the amount you paid to send these faxesPlease allow 2-4 weeks for delivery.  As a gesture of goodwill, we are also sending coupons for Crest toothpaste.

Were concerned to hear of the delay in receiving the questionnaires and regret any inconvenience this may have caused you.  We appreciate the time youve taken to let us know you found a sticker on the envelope that statesIf undeliverable return to an address in Malmo, Sweden covering our P&G ******* return address. Although we have been unable to determine what may have happened, we can assure the questionnaires we requested for you were mailed from Cincinnati, Ohio.  Please be assured we have shared your report with the appropriate people in our company.

Thank you again for faxing the requested materials. If you have additional questions, please let us know.  You can reach us by calling **************

Consumer Response: I am on vacation now until August 19th. I will review the information when I return. Two $35.00 cards is not sufficient to cover all of my costs which included countless lengthy phone calls, including speaking to supervisors, making photocopies, time and gas to go to a *** store to send faxes, and complete frustration with this entire process. P& G still has no response for losing my original documents and no answer why my fax was not received in Toronto. The only reason I am receiving a response from this company at all is because I submitted a BBB complaint. Prior to submitting a complaint, P&G literally ignored me (I am sure in the hope that I would go away).

Business Response:

Once again we’d like to apologize for your disappointment with our response.  Please know we’re very sorry for the frustration you’ve experienced and we appreciate the opportunity to address your concerns.

At the outset, we want to thank you for your patience in waiting while our Health and Safety Team reviewed the documents that you sent by fax on July 24.  Their review is complete and a letter was sent August 15 to notify you of their decision regarding your request for compensation for the cost of your dental visit.  In a separate mailing, a prepaid debit card was sent to reimburse you for the cost of cleaning your teeth.  You should receive both mailings within two to three weeks.

Regretfully, we don’t have a record of receiving the letter you mailed in March and we have not been able to determine why we did not receive the materials faxed to our office in ******* in May.  We want you to know that we’re concerned by your report and we’d like to assure you the details you provided have been shared with our Consumer Relations manager.  Feedback from thoughtful consumers like you helps us improve future service to others.

If you have additional question regarding this matter, please let us know.  You can reach us by calling ***************  We value your loyalty to P&G products and your satisfaction means a great deal to us.   

8/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Clairol black hair color dye. I colored my hair later that evening and the next day, my head started to feel raw and was really ittchy around my neck and the back of my ear. Since then I have scabs on my ears my neck my face. My face has swollen up like a pumpkin, My head is tght my hair feels like a brillo pad. When my head swole up today and all the scabs in my head are dripping puss and blood, I decided to go to the emergency room. The doctor stated I needed steroids, antibotics and about three other medicines. The doctor stated I am going to need to either shave all of my hair off or let it just fall out naturally. all of my hair on my neck line has fallen out with all kind of sores in the back and the upper part of my back. I have called numerous times and have been transfered to people that say they are not affillated with proctor and gamble. The ER doctor also stated I need to see a dermatologist. I am not able to work under these conditions. If I even touch my head or my hair it is very painful. I was also hung up on one of your agents, I spoke with a ******** ******** and another one. The customer service is absolutely horrible. They gave me a number ************ Nobody answers this number.

Desired Settlement: The first time I called they did send me a gift card for $9.99, however with all of this inconvenience, someone needs to pay for the medical bills, medicine, dermatologist and If I really have to shave my head.

Business Response:

We’re very sorry to hear about your recent experience after using Clairol Age Defy and understand how uncomfortable any kind of reaction can be regardless of the underlying cause.   We’d like to offer a sincere apology for the frustration you experienced when you tried to contact us to report your experience and hope our efforts to reach you by phone and email have helped reassure you of our commitment to your satisfaction.

Please know our customer's welfare is of the utmost importance to us. We meet or exceed all applicable regulatory standards to ensure that our products are safe and effective. Each product must pass a thorough safety evaluation before it is made available to consumers. Additionally, we continue to monitor the safety of our products after they are marketed. To ensure safe use of our hair coloring products, we include important safety warnings on our package to inform consumers hair color products may cause allergic reactions and to conduct a skin allergy test 48 hours prior to each application even if you have already used coloring products before.

We are always concerned when a consumer reports a problem with one of our products and want to assure you the information you provided was shared with our Health and Safety Team. So that we may gather more information about your experience, on August 11 we sent a prepaid envelope via postal mail which you can use to send any related additional information you would like us to have. Please include the product batch code, packaging and/or product receipt. In order for our Health and Safety team to consider your request for reimbursement of out of pocket medical expenses, you’ll need to provide copies of medical records and bills with the information you provide.  Once we receive all of the requested items, we ask that you allow 8 weeks for review of your request.

If you have any additional questions, please let us know.  We value your loyalty to P&G products and welcome the opportunity to address your concerns.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We will be able to bring this matter to a close after I have the emergency room visit paid for due to their products, the medicine paid for and the days I took off work due to blood and puss running from my face, while my head was swolen like a pumpkin. The company keeps telling me that my phone does not have the voicemail set up, everyone is able to reach me and leave a voicemail except for P&G oddly.

 

Regards,

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

8/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought two packs of the three gilette mach 3 disposable jetable razors and they all didn't shave correctly seemed like the blades were dull. I but these all the time and never had a problem until now.

Desired Settlement: replace both three pack razors I bought six total.

Business Response:

Thanks for choosing Gillette Mach3 disposable razors for your shaving needs.  We want to assure you that our goal is to manufacture high quality products.  We use state-of-the-art control systems that carefully monitor all phases of production and we continually re-evaluate and upgrade our quality systems to ensure we maintain the highest standards for our products.  We’re sorry you were disappointed with your shaving experience while using the Mach3 disposable razors that you purchased recently and appreciate your efforts to bring this to our attention. Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure that your comments have been shared with the appropriate people in our company.

Your satisfaction means a great deal to us, so we’re sending coupons to help compensate for your purchase.  Please look for our letter to arrive by postal mail within the next two to three weeks.  If you have any questions, you can reach us by calling**************.  We value your loyalty and appreciate the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

**** *****

8/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased two Gillette Mach 3 Turbo razors (manual, not power) with cartridges approximately three months ago from ******** After using them frequently they both snapped at the point where the cartridge and razor connect. I haven't had this issue with a Gillette product like this before. I find it unfair that I spent my money on these items and they did not last very long. I can only assume that they came from a bad batch that was produced. I always buy Gillette products and enjoy their quality until this occurred. I do not have the receipt for this purchase as I never expected this to happen especially on such simple items and normally do not save them for such things.

Desired Settlement: I would simply like a replacement of the two Gillette Mach 3 Turbo razors (manual, not power) and as a courtesy for having to go through this trouble to also include additional cartridges for them.

Business Response:

Thank you for choosing Gillette razors for your shaving needs.  We want to assure you that our goal is to manufacture high quality products.  We use state-of-the-art control systems that carefully monitor all phases of production and we continually re-evaluate and upgrade our quality systems to ensure we maintain the highest standards for our products.  We’re sorry to hear of the problem you reported with the razor handles that you purchased recently and appreciate your efforts to bring this to our attention. Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure that your report has been shared with the appropriate people in our company.

While we hoped to retrieve the handles to gain a better understanding of the problem you reported, we appreciate the time you’ve taken to let us know the product is no longer available.  Because your satisfaction is important to us, we’re sending coupons to help compensate for your purchase. Please look for our letter to arrive by postal mail within the next 2-3 weeks.

If we can be of additional assistance with this matter, you can reach us by replying to the email messages we sent directly to you.  We value you loyalty and appreciate the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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

8/14/2014 Delivery Issues | Complaint Details Unavailable
8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went on vacation and only product that was available to use was old spice wolf thorn deodorant so I used it for 4 days and it gave me a severe rash resulting in a 2nd degree chemical burn. Thus had to miss work and rack up hospital and doctor bills. Dermatologist said puss from armpits tested positive for E.Coli bacteria, haven't gotten back the fungal results yet and am collecting short term disability in place of working, because in have to wait for rash to go away. Contacted p&g and they sent me a letter saying if I used as directed there should be no problems and gave me a coupon for more product and to keep the used product cuz they may want it back so they can destroy it

Desired Settlement: Since I can't work because of injuries from their product I think it's fair for them to pay my hospital and doctor bills at the least!!!

Business Response:

We’re sorry to hear of your experience while using Old Spice Wolfthorn Deodorant. We appreciate the time you’ve taken to bring this to our attention and welcome the additional opportunity to address your concerns.

Please be assured that we care about the safety of our products and the people who use them.  We meet or exceed all applicable regulatory standards to ensure that our products are safe and effective.  Each product must pass a thorough safety evaluation before it is made available to consumers.  Additionally, we continue to monitor the safety of our products after they are marketed. 

We are always concerned when a consumer reports a problem with one of our products and want to assure you the information you provided was shared with our Health and Safety Team.  To help us gain a better understanding of the problem you reported, we followed up by postal mail with a second letter. We respectfully request you complete the questionnaire enclosed with our letter dated July 22 and return it to us in the postage-paid mailing envelope provided. In order for our Health and Safety team to consider your request for reimbursement of out of pocket medical expenses, you’ll need to include copies of medical records and bills when returning the completed questionnaire. Once we receive all of the requested items, we ask that you allow 8 weeks for review of your request.

In our initial letter we requested that you hold onto the product for 3 weeks in case we need to get it back for analysis, we felt it was important to also let you know that in some cases it may be necessary for us to destroy the product as part of an evaluation. It may helpful to know examination may alter a product as our analysis is likely to include dismantling a product.  We regret any confusion and want to assure you that when we send a written request for the return of a product we include a form asking Permission to Examine/Discard Returned Product.  If the choice is made not to return the product to us for evaluation, you can indicate this on the product permission to examine/discard return form. If the product is not returned to us, we ask that you provide pertinent information on the form such as the lot code and size of the container.

If you have any additional questions, please let us know.  You can reach us by calling ************** and leaving a message. We value your loyalty to Old Spice through the years and appreciate the opportunity to address your concerns.

8/12/2014 Problems with Product/Service | Complaint Details Unavailable
8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ******** ******** I am a long time customer to the company proctor and gamble I recently started buying my detergent at a different store noticed the last tide products I purchase did not work the same results as the other products unused in the past I purchased (2) tide pods in fresh meadow 64 count( 2) 96 loads 150 oz original tide detergents and since I love downy I always purchased fabric softener I tried (2) of the tried the tide with downy April fresh 72 loads 150 oz I called customer service and told them how unhappy I was with the products my first complaint was with the tide pods I used them on my laundry and the purple dye and clear residue was all over my clothes I had to wash my clothes several times to remove it .... I barely smelled the fabric softener on my clothes and the original is what I used quite often in the past was not cleaning my laundry the customer service rep offered replacement coupons I was satisfied with the offer at first the as I thought about the offer and I had to use more product and more my money to rewash my clothes until the tide pod dye and clear residue was off of my clothes I called back and was spoken to rudely by a representative and I asked to be transferred to a supervisor and was greeted by a even more rude supervisor I demanded a full refund which I was denied and when I asked for a corporate number the supervisor said she would provide me a number and transfer me so she transferred me to a number that rang continuously then I called back and ask where was the company located etc the rep who I spoke with asked me why did I want to know and transferred me back to the same supervisor who. Then accused me of lying telling me my stories weren't adding up so I was really tired of being treated the way I was being treated as a customer I searched for a corp number and spoke with a rep about what happend he offered me a prepaid card with a refund of $120 and when I received it I tried to activate my card only to find out it was cancelled I was upset immediately called to see why it was cancelled I never got an answer why all I want is my refund of the money that was spent at this company and from now on I will take my business to a company that would treat their customer fair and not like common thieves I feel like I was treated unfairly and I want to have my refund of $120 reissued unused in the past I purchased (2) tide pods in fresh meadow 64 count( 2) 96 loads 150 oz original tide detergents and since I love downy I always purchased fabric softener I tried (2) of the tried the tide with downy April fresh 72 loads 150 oz I called customer service and told them how unhappy I was with the products my first complaint was with the tide pods I used them on my laundry and the purple dye and clear residue was all over my clothes I had to wash my clothes several times to remove it .... I barely smelled the fabric softener on my clothes and the original is what I used quite often in the past was not cleaning my laundry the customer service rep offered replacement coupons I was satisfied with the offer at first the as I thought about the offer and I had to use more product and more my money to rewash my clothes until the tide pod dye and clear residue was off of my clothes I called back and was spoken to rudely by a representative and I asked to be transferred to a supervisor and was greeted by a even more rude supervisor I demanded a full refund which I was denied and when I asked for a corporate number the supervisor said she would provide me a number and transfer me so she transferred me to a number that rang continuously then I called back and ask where was the company located etc the rep who I spoke with asked me why did I want to know and transferred me back to the same supervisor who. Then accused me of lying telling me my stories weren't adding up so I was really tired of being treated the way I was being treated as a customer I searched for a corp number and spoke with a rep about what happend he offered me a prepaid card with a refund of $120 and when I received it I tried to activate my card only to find out it was cancelled I was upset immediately called to see why it was cancelled I never got an answer why all I want is my refund of the money that was spent at this company and from now on I will take my business to a company that would treat their customer fair and not like common thieves I feel like I was treated unfairly and I want to have my refund of $120 reissued to resolve this issue please feel free to contact me at

Desired Settlement: I never got an answer why all I want is my refund of the money that was spent at this company and from now on I will take my business to a company that would treat their customer fair and not like common thieves I feel like I was treated unfairly and I want to have my refund of $120 reissued to resolve this issue please feel free to contact me at

Business Response:

Please know we appreciate your interest in Tide products. We understand you’re upset that your prepaid debit card was suspended and were sorry to learn of your disappointment with the response that you received when you got back in touch.  We appreciate the additional opportunity to address your concerns.

We detected a number of instances where either you or someone from your address has requested multiple payments/compensation in the last few months. Because of this your card was suspended.

As a company, our goal is to manufacture high quality products and we want you to use our brands with confidence. Please be assured you can mail P&G products to us if you’re concerned about their quality and would like to be compensated for your purchase. When mailing items, we recommend using a method that offers a tracking number as we cannot be responsible for items lost in the mail.  Another option is to check with the store where the product was purchased about their return policies.

We appreciate your past use of our products, and hope you will continue to use them in the future. If you have any additional questions, please feel free to give us a call at ***************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Thanks for reaching out to proctor & gamble to try to resolve my complaint but resolve my initial complaint filed on this company and resolve it I would like to have the amount $120 issued on my card 


Regards,

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



8/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought the Epil Silk 7 in May, within the first use the battery would only stay charged for 10 minutes max and has continued to do so. Even if I leave it on the charger 24/7. Not only does it not stay charged but it does not grasp the hair like it states. I am very disappointed in the product. I've contact customer service numerous times asking for a refund for their defective product which they reply with that they cannot help me.

Desired Settlement: Refund.

Business Response:

Thank you for choosing a Braun Silk Epil 7.  Please know we make every effort to produce the finest products possible. Our products are designed to meet the highest standards of quality, functionality and design, and we monitor every phase of production.  We’re very sorry to learn of your disappointment with the quality and performance of your epilator and we appreciate your efforts to bring this to our attention.  Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure that your comments have been shared with the appropriate people in our company.  

Your satisfaction with our products means a great deal to us, so we stand behind their quality.  Braun warrants the Braun Silk Epil 7 to be free of defects in material and workmanship for a period of one year from the date of original purchase. If the shaver exhibits such a defect, Braun will, at its option, either repair or replace it for you without charge. However, if you prefer a refund, you can mail the product with all of the components and your receipt to the address we provided separately by email.  Be sure to include your complete name, address and the following case number: ********.  Given the value of the epilator, we recommend sending it via a delivery service that offers a tracking number as we cannot be responsible for items lost in the mail.  If you include a receipt with the package, we will consider reimbursing the postage.

We also want you to be pleased with the service you receive when you contact us for assistance.  Were concerned by your report of your experience and tried to look into this for you.  Using the contact information you provided, we see that you contacted us by email on July 15; however, we were unable to find prior contacts.  Please let us know if you may have another email address we could check.

We hope this helps reassure you of our commitment to your satisfaction. If you have additional questions regarding this matter, you can reach us by replying to the email we sent to you or by calling **************.  We appreciate your interest in our products and welcome the opportunity to address your concerns.

8/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tide pod laundry detergent in bulk when i open the product all the pods where melted i couldnt find my reciept i call the store they told me to get the number off the product and make a complaint my mother inlaw and my sister had the same problem so we all called and made complaint in return P&G Cusumer care told us they would send out a citi debit card one in my name **** **** one in my sisters name and one in my mothers name we all shop together and have large families and buy in bulk and experienced the same problem we called and had them deliverd to my address i get the citi debit cards in the mail all 3 of them and we go to activate the cards and citi bank tells us the P&G the Consumer Closed all cards we called P&G back and know one could help they didnt know anything and couldnt find anything hung up the phone several times Ridiculous!

Desired Settlement: Customers are the lifeblood of every business, including both retail and business-to-business customers. Whether or not you think of customer satisfaction as a social responsibility issue, every business owner will think of it as a profitability issue! Time and resources put into understanding the customer perspective is always a good investment. Strong and effective customer relations can be the direct route to long term success. Listening to, and engaging, your customers are the first steps to building good customer relations. As a starting point, many businesses measure their customers’ satisfaction to determine their expectations and assess their experience, including such factors as service, price, quality, value, product or service experience, and broader social responsibility matters in order to improve their customer relations, foster goodwill and inform continuous improvement of the customer experience.

Business Response:

Please know we appreciate your interest in Tide products. We understand you’re upset that your prepaid debit cards were suspended and we’re sorry to learn of your disappointment with the response that you received when you got back in touch.  We appreciate the additional opportunity to address your concerns.

We detected a number of instances where either you or someone from your address has requested multiple payments/compensation in the last few months. Because of this your cards were suspended.

As a company, our goal is to manufacture high quality products and we want you to use our brands with confidence. Please be assured you can mail P&G products to us if you’re concerned about their quality and would like to be compensated for your purchase. When mailing items, we recommend using a method that offers a tracking number as we cannot be responsible for items lost in the mail.  Another option is to check with the store where the product was purchased about their return policies.

We appreciate your past use of our products, and hope you will continue to use them in the future. If you have any additional questions, please feel free to give us a call at ***************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,
**** **** 

As i stated there were 3 of us who had a problem and we no longer have the product after they already agreed to send the debit card out for the 3 of us 

8/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Swiffer Wet Jet Multi-Purpose solution to use on my wood floors. The bottle said it was safe for hardwood and laminate floors. After using it for several months, I noticed that my floors had become very sticky. I stopped using the multi-purpose solution and started using water and vinegar -- hoping that there was just a residue on the floor. Water and vinegar, with a damp mop did not remove the stickiness. I then just tried plain water with a damp mop. This, also, did not remove the stickiness. I tried this over the course of several months. Since my floor was still sticky, I contacted Swiffer via email on 9/3/14. I received a response from J***** *. She said she was sending me pre-paid materials for me to return the following items: • The P&G product. • The completed damage claim questionnaire. • Twelve photographs showing the damage. • Two estimates for repair on the letterhead of the company/shop performing the work. • Any other materials or information which might help them learn more about my experience. She said the materials should arrive in 2-3 weeks, and once they arrived in their office, they'd be in touch with their findings. She noted that the investigation process can take 6-8 weeks. On the same day, I responded back to ****** asking how I can capture stickiness via photographs. On 9/4/14, ****** responded and said, " Thanks for getting back in touch with us, ********. Please provide us with an estimate as to how much it will cost to have the floor professionally cleaned. Thanks again for writing." She did not answer my question about photographing stickiness, but I decided to wait until I received the materials. On 9/30/14, I sent another email to ****** stating that I had not received the claims package. I also stated that I was concerned with how I was to show stickiness via photographs. On 10/2/14, ****** responded saying, "Thanks again for contacting Swiffer. I’m sorry about the experience you had with our product. Because the amount of help I can offer via e-mail is limited, please call the toll-free number printed on our package ***** ********. We’re available between 9am and 6pm EST, Monday through Friday. Please provide the representative who answers with the following case number ********. Thanks again for getting in touch with us." On 10/7/14, I responded, saying that it is difficult for me to contact Swiffer by phone, since they operate on Eastern time. By the time I get home from work (West Coast time), the call center is closed. I, again, asked ****** to mail the packet to me. I finally did receive the packet. I don't have the dates, but I followed up via phone at least once, asking how to capture stickiness via photograph. I was told they would not consider the claim without pictures. It took me a couple months to get estimates for my floors. The estimates for deep cleaning the floor ranged from $400 to almost $700. I finally mailed the package in at the end of March. I included everything listed, above: 12 photographs, 2 estimates on letterhead, the claim form, and the product. I noted my concern about trying to capture stickiness via photographs. I also called and relayed the same information to the customer service rep. She asked me for the amount of my estimates, and I provided the information. On 6/12/14 or 6/13/14, when I had not heard anything from the claims department, I contacted Swiffer. I spoke with ********. She said they received the claim on 4/3/14. She said she did not have any information at this time. She said she would submit an inquiry to the claims department and would call me with an update. I asked her when I could expect a call. She said she didn't know. On 6/24/14, I called and spoke with *****. She told me that there was no information, and she would submit an inquiry to the claims department. I mentioned the 6-8 week deadline for a response had passed. She did not have an answer for why it was taking so long. She said they would call with an update when they had more information. Yesterday morning, on 7/17/14, I called and spoke with *****. She said she didn't have any information and would submit an inquiry. I told her that two other reps had said the same thing. I also said I felt like either one of two things was happening: 1) the product was damaging a lot of floors, and the claims center was backlogged, or 2) they were hoping that by drawing out the process, I would forget and give up. I told her I was contacting the BBB. She just repeated herself and said she would submit an inquiry to claims. I am turning to the BBB to help resolve this issue. I would like to have my wood floors back to how they were prior to using the Swiffer product. I'm hoping that deep cleaning the floors will be all that's needed. I have not had the floors cleaned, as I am waiting for the payment from Swiffer.

Desired Settlement: I would like my wood floors to be returned to their previous "non-sticky" state. I'm hoping deep cleaning will fix this issue, but I'm wondering if the floors will need to be replaced. Whatever the "fix" is, I would like Swiffer to pay for it.

Business Response:

Were sorry your wood floor feels sticky and we regret your disappointment with the service you received when you contacted us about your experience.  Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure that your comments have been shared with the appropriate people in our company.

Wed also like to assure you Swiffer WetJet has been thoroughly evaluated to ensure it is safe to use as directed.  Swiffer WetJet is designed to clean various floor types including finished and sealed wood and laminate.  However, it should not be used on wood floors that are highly worn, unfinished or have a waxed or oil finish.  

Please know we appreciate the time you took to provide the information we requested and your patience while we reviewed the materials you submittedIt typically takes 6-8 weeks for the evaluation of a claim and we hope youll accept our sincere apology for the delay in processing yours.  On July 24, a letter was sent in response to your claim and you can expect to receive it within the next few weeks. 

If you have any questions, you can reach us by calling **************.  Thank you for contacting us and for giving us the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

******** **********

8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Well, it's not an issue with much money, but as such huge company is doing such inferior action is totally inexcusable. P&G did a promotion that you can get FREE pair of *** Headphones if you buy more than $30 one time, and send them the receipt. I bought more than $30 P&G product and sent them the receipt. After several days they sent me email that they processed my application: Your FREE pair of Headphones has been sent via ****** ****** ****** Service on 06/20/2014. Well, the delivery will take little time, but I did not get anything even after more than many business days, then I tried to contact with them. You never can not send them the message, There was an error while processing your request. The web site administrator has been notified, and will take care of the issue as soon as possible. Please try again later. It's totally cheating, it's not so expensive item, but I have no idea why they are cheating.

Desired Settlement: P&G should explain the email: Your FREE pair of Headphones has been sent via ****** ****** ****** Service on 06/20/2014. I want to know if they send this headphone from **** and that's why it take so long time, or they just lied, and why they were lying?

Business Response:

Thank you for your purchase of P&G products and your interest in our recent Music to Your Ears special offer.  Were sorry you didnt receive your headphones after you received a confirmation message that your submission had been processed for this offer.  We appreciate the time youve taken to bring this to our attention and the opportunity to look into this for you.

We checked with our Promotions Team and learned your receipt was received on June 20. On June 27, a set of headphones was mailed to your address.  After we received your report that you did not receive your headphones, our promotions team confirmed your address.  Another set of headphones was mailed on July 16 and they should have been delivered on July 18.

If we can be of additional assistance with this matter, you can reach us by calling ************** and leaving a message. We value your loyalty to P&G products and appreciate the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10131795, and find that this resolution is satisfactory to me.  


Regards,
****** ***




6/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern: Over the course of many years, I have made many purchases of your products. When I first purchased the Febreze air freshener, I really liked it. After months of using it, I started having problems with it because half way through the can, it stopped working. At first I thought that maybe it was just a bad can, so I bought three more cans. Again, the same thing happened with the other three cans. I don't know if other people are experiencing the same problems but I am very disappointed in this product therefore, I do not plan on buying this particular air freshener; nor will I recommend it to any one else. If you wish to contact me, my e-mail is ********************** ************* ****** ********

Desired Settlement: Other

Business Response:

At the outset, we want to thank you for your loyalty to our products through the years!  Please know our goal is to manufacture high quality products that consistently delight our consumers and we have many quality checks in place along our manufacturing lines.  We are sorry to hear of your disappointing experience with the sprayer on our Febreze Air Effects can and appreciate your efforts to bring this to our attention.  Your feedback is important to our ongoing efforts to maintain our high standards and it has been shared with the appropriate people in our company.

It may be helpful to know Air Effects uses a nitrogen propellant, which is environmentally-friendly and won't damage the ozone layer.  We're aware there may be a small amount of product left behind in the can which cannot be dispensed; this is due to the aerosol losing pressure when it gets near the bottom of the can.  The weight noted on the label is determined by the amount of product that can actually be dispensed, not the amount available in the container.

For best results we recommend you:

-Store the can in an upright position
-When dispensing, hold the can upright and spray the air in a sweeping motion from side to side
-Never spray or tilt the can down towards the ground; doing so can accelerate the loss of the nitrogen propellant needed for dispensing.
-Do not shake the can as it allows the propellant to escape; the container is designed to never need shaking.

Because your satisfaction is important to us, we’re sending coupons for replacement product.  Please look for our letter to arrive within 2-3 weeks.  If we can be of additional assistance please let us know.  We appreciate your interest in Febreze and welcome the opportunity to address your concerns.

6/6/2014 Billing/Collection Issues | Complaint Details Unavailable
5/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: DOWNY ultra infusion fabric softener and Smell boosters make me extremely ill. My neighbor uses them and I experience allergic reactions, migraines, nausea, chemical sensitization and disorientation. I am forced to breathe them as they permeate through the walls of my condo and pollute the air outside. My health nis direly affected by the toxic chemicals in these products!

Desired Settlement: Research and eliminate the toxic chemicals used in above products and stop using them! They are making me sick!

Business Response:

Please know we’re sorry to hear of your experience when exposed to the scent of fabric softeners coming from your neighbor’s dryer vent.  We appreciate the time you’ve taken to bring this to our attention and we’ve shared your concerns with our Health & Safety Team. We want to assure you safety is the foundation of everything we do. At Procter & Gamble, we carefully evaluate the ingredients in our products to ensure they are safe for their intended use - even before they go to market.  Additionally, we maintain an ongoing safety monitoring program to ensure the highest standards of safety and quality.  More information on how we ensure the safety of our products can be found by visiting:  http://www.pg.com/en_US/sustainability/safety/ingredients/index.shtml Again, we’re sorry to hear of your experience. We appreciate your efforts to bring this to our attention and the opportunity to address your concerns.

5/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I participated in a P&G ****** rebate of $33 for the purchase of $100 at ******. I read and followed the rules carefully and sent in the rebate. A few days ago, I received a rejection letter, saying one of the products I purchased did not qualify (Crest Tooth Paste). Of course, Crest was explicitly included on the rebate form. A quick search on the internet revealed that this occurred to a least a few other people. As far as I can tell, P&G is knowingly rejecting good rebates since not everyone will want to deal with the trouble of following up and collecting. This is a very unethical business practice from P&G.

Desired Settlement: I want the $33 rebate as promised. I shouldn't have to resend the rebate and deal with this unethical business practice.

Business Response:

Thank you for your interest in P&G products. Were delighted you chose to participate in the special offer to receive a $33 ****** Cash Card by spending more than $100 on participating P&G brands at ******. Please know were very sorry to hear of the problem you experienced with your submission and understand this is frustratingWe appreciate your efforts to bring this to our attention and want to assure you that your comments have been shared with the appropriate people in our company.

After we received your message, we asked our promotions team to look into your report.  Were happy to say they checked your submission and confirmed you purchased the right amount of P&G products. Youll be receiving your card by postal mail within the next 2-3 weeks.

If we can be of additional assistance, please let us know. You can reach us by calling ###-###-####.  We value your loyalty to P&G products and appreciate the opportunity to be of assistance to you.

 

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a box of Crest 3D Whitestrips Supreme FlexFix from my local ****** store for $54.99 before tax on March 9th, 2014. I used all of them, but wasn't satisfied with the results. My teeth were still yellow! I read the back of the box, and it said that I can get a full refund if I wasn't satisfied. I called the number, mailed up my receipt and UPC, and mailed it to Crest (owned by Procter and Gamble.) That was a MONTH ago, and I have gotten NO reply or refund from them thus far! I NEED my money back pronto! Not only did that bug me, but I inserted a card into the envelope that said I wanted my money back in a PERSONAL CHECK, because on the phone, they said they issue a pre-paid debit card for the purchase price. I DO NOT want a debit card, I want my money back in FULL on a personal check!

Desired Settlement: I would like a personal check for the $58.29 I spent on this product, please. Stop messing with me and cough it up, Crest!

Business Response:

Thanks for your recent purchase of Crest 3D White Whitestrips Luxe Supreme FlexFix. Were sorry you werent pleased with the whitening results you achieved and regret your disappointment with our Satisfaction Guarantee Offer. We appreciate your efforts to bring this to our attention and want to assure you that your concerns have been shared with the appropriate people in our company.

 

It may be helpful to know that it can take up to six weeks to receive a refund after submitting for the Crest Satisfaction Guarantee Offer. We apologize for any inconvenience this may cause you and thank you for your patience. If you havent received your refund after waiting 6 weeks, please let us know.

 

Our promotional agency issues ******** pre-paid debits cards instead of paper checks for money back guarantees and rebates.  Some of our promotional debit cards offer the choice of a checkAfter you receive your card, you can call Citibank to find out if this option is available for your card.  The phone number for ******** Customer Service will be included with the information you receive with your card.

 

If you have any questions, please call **************. We appreciate your interest in Crest products and welcome the opportunity to address your concerns.

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It has been well over 6 weeks since I sent out my request, and I still have yet to receive a refund debut card........

Regards,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I NEVER got my refund card! It has been over two months!!!!! They need to PAY my $60 back pronto!

 


Regards,
**** ***** 


Consumer Response: I don't have any documents! I sent them into Procter & Gamble! I sent them both my receipt and UPC for my refund card, which I never received! Please give me my $60.00 back. :(

Business Response: We’re happy to report your submission was received and approved.  A prepaid debit card has been sent to refund your purchase of Crest Whitestrips.  If you haven’t received it by now, you should receive it within the next few weeks.  Thank you again for your patience and your interest in Crest products.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They never tried to help me.
Regards,

**** *****


5/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Won't respond to request to stop contact.

Business Response:

We respect your privacy and we’re sorry if you received email from us that you didn’t want.  After we learned of the problem you reported, we took immediate steps to have the personal information you provided removed from our distribution list.  It’s important to know that it can take up to 10 business days to fully process an email opt-out. Because of printing and mailing schedules, we're unable to stop any postal mail that's already in progress. We apologize in advance for any inconvenience this may cause.

I also want to share some important tips to keep in mind when unsubscribing from our programs:

--Remember to opt-out using the original email address you used when you registered. This will ensure we’re removing the correct information.
--If you use an auto-forward feature from an old email address, make sure it’s turned off. Otherwise, you’ll continue to receive email. Once you submit an unsubscribe request for the original email address, you can reactive the auto-forwarding feature.

If we can be of additional assistance, please let us know.  You can reach us by calling **************.  Thank you for bringing this to our attention and giving us the opportunity to address your concerns.

5/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was at a Costco Warehouse in Burbank, Ca., where a vendor, representing Proctor and Gamble, was giving out samples of laundry soap. Attached to this sample was a "GET $33 BACK" rebate form, showing a list of P&G items which needed to be purchased at Costco. When I submitted the original receipts and this form, everything was returned to me with a letter claiming "The UPC number must be written on the form or receipt". No where on this claim form does it say any UPC codes have to be written down. There isn't any room to write them down. When the P&G rep gave me the rebate form, he just said mark the boxes for the items you bought, totaling $100 and send in the original receipts. Which is what I did. He did not say anything about UPC codes or any other forms which might be required. If this rep was giving out misinformation, I think P&G should stand behind his mistake. I've been a P&G loyal customer for a long time and if this cant be settled to my satisfaction, then I have no problem changing brands.

Desired Settlement: $33 refund as stated on the rebate form. Either in check form or a Costco cash card.

Business Response:

Thank you for your interest in P&G products. Were delighted you chose to participate in the special offer to receive a $33 Costco Cash Card by spending more than $100 on participating P&G brands at Costco. Please know were very sorry to hear of the problem you experienced with your submission and understand this is frustratingWe appreciate your efforts to bring this to our attention and want to assure you that your comments have been shared with the appropriate people in our company.

After we received your message, we asked our promotions team to look into your report.  Were happy to say they checked your submission and confirmed you purchased the right amount of P&G products. Youll be receiving your card by postal mail within the next 2-3 weeks.

If we can be of additional assistance, please let us know. You can reach us by calling **************.  We value your loyalty to P&G products and appreciate the opportunity to address our concerns.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

I FEEL THAT PROCTOR AND GAMBLE TOOK RESPONSIBILITY AND CORRECTED THE PROBLEM WITH ITS REBATING PROGRAM. AT THIS POINT IN TIME

I'M  SATISFIED WITH THE OUTCOME. IF I DONT RECEIVE THE CARD WITHIN THE TIME FRAME P&G  STATED, I WILL CONTACT BBB AGAIN.

THIS IS HOW A BUSINESS KEEPS LOYAL, LONG TIME CUSTOMERS.


Regards,

*** ********




5/14/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I washed a load of clothes with Tide Pod. I have used this product many times and never had any issues. I put the POD in the empty washer and waited for water to fill before putting clothes in. I had 5 ***** ****** shirts plus 1 sweater and some Khaki pants. All have purple stains which will not come out. I followed suggestions on stain removal on bloq and nothing has helped

Desired Settlement: Replacement of my clothing that was ruined

Business Response:

We value your loyalty to Tide and were very sorry to hear of your recent experience with Tide Pods.  We appreciate your efforts to bring this to our attention and want to assure you that your comments have been shared with the appropriate people in our company. 

Please know our goal is to manufacture high quality products that consistently delight our consumers.  As with all P&G products, Tide Pods laundry detergent packets have been extensively evaluated to make sure they’re safe to use as directed.  We know that the proper use of our detergent packets, as indicated on the package, plays a part in ensuring the detergent packet dissolves properly and prevents fabric staining.  The most common contributors to the development of a blue/purple colored stain on fabrics is not placing the detergent packet into the washing machine drum before adding the clothes and/or overstuffing the machine with laundry.  It is important to ensure the machine has enough space to provide the agitation needed for the best clean and to maximize contact with 'free water' in the machine.  This enables the detergent packet to dissolve and distribute the cleaning agents throughout the wash.

While we cannot speak for every washing situation, we expect any unintended fabric staining should be treatable.  Often, it's sufficient to wash the stained item again in another wash load using either Tide Pods or a liquid laundry detergent. 

We’re sorry to hear the stains still remain after you tried suggestions you found in a blog on line and hope the tips we sent separately by email help you remove the stains.  However, if the tips don’t help, we’re sending materials you can use to submit a damage claim. Were also sending a coupon for replacement product.  Please look for two separate mailings to arrive within the next 2-3 weeks.

If you have additional questions or concerns, you can reach us by replying to the email we sent to you or by calling **************.  We appreciate your interest in Tide and welcome the opportunity to address your concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They sent me free product coupons but nothing to address the damages

Regards,

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




Consumer Response:

I have not received another package

 

Business Response:

Thanks for getting back in touch.  We appreciate the time you’ve taken to let us know you received our letter dated March 31 that contained coupons for replacement product; however, you did not receive the letter with the materials you will need to submit a damage claim.  The damage claim materials were requested on April 3, so you should receive them soon.  It may be helpful to know materials sent from our offices typically arrive within 2-3 weeks. 

We apologize for any inconvenience and thank you for your patience.  If you have any questions, you can reach us by replying to the email we sent to you on April 3 or by calling***************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I received the coupons but I don't want to buy any more of this product since it ruined my clothes.

I received an envelope to return my clothes to Tide.  First of all, I am not sure what they are going to do with them when I send them back.  Secondly, they sent me a envelope to return a whole load of clothes in.  All these clothes will not fit in the envelope.

Regards,

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




Business Response:

We apologize for any confusion about the materials we sent so you could submit a damage claim. Since your garments won’t fit in the envelope, please place them in a box that’s an appropriate size.  You can use the pre-addressed, postage paid label that we provided to mail the box to us.  Please be sure to include all requested materials, including the completed questionnaire and the remainder of Tide Pods in their original packaging.

Once we receive your claim; we will attempt to clean the clothing items that you've mailed to us.  We will return your garments if we’re able to remove the stains; however, we will keep them if we decide to send compensation for the garments after our evaluation is completed.

It may be helpful to know the coupon we sent for complimentary detergent can be used for any version of Tide, including liquid or powder.  Since you indicated you used Tide successfully in the past, we hope you’ll consider using the coupon to give our product another try.  

If you have additional questions, you can reach us by calling ***************

5/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The current ***** comercial where implication is the man says to himself "I would **** myself" is extremely offensive and not appropriate for television. It is not representative of a business such as P&G.

Desired Settlement: Remove the advertisement from all venues.

Business Response:

Thank you for getting in touch with us to let us know of your concerns about a commercial that recently aired.  Were sorry you were offended and appreciate your efforts to let us know how you feel.  At this time, ***** does not have any advertising on television, so we believe the product you saw advertised was made by another company.  Once again, we want to thank you for sharing your comments and providing us with an opportunity to address your concerns.

5/11/2014 Problems with Product/Service
5/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: o whom it may concern, Dear Sir, In 2002 I bought a cutlery (fork&knife complete set of 12 prs.) in Rome and paid great deal of money. Since (almost) 2 months I daily used and washed in the dishwasher almost everyday. When I used Fairy Platinum for the first time my sets handle's turned to light blue (they were saphire blue), with stains. I called P&G Istanbul/TURKEY (I am Turkish and I live in Turkey); they wanted to have 8-10 of the product as sample, saying " we will send our courrier service and they will take the samples from you". After waiting couple of weeks I called them again and told them there was courrier service came. They replied please send the samples by your self.. I sent them in the same day. I called them again after couple of weeks the answer was " we send them to the U.S.A, we will let you know when we have the result. Since that time there is NO ANSWER.. Now, what should I do? To who I should complain? I am a retired woman I cannot pay the same amount and buy a new set. Who is going to pay my loss? Thank you very much for your interest. ******** ***** ************* ******* ** *** *** ** ** *** * **** ******** P&G the photos of my set as before Fairy and after.... If you are interested I can send them to you too..

Desired Settlement: Other

Business Response:

We appreciate your interest in Fairy Platinum Dishwasher Detergent and we are very sorry to learn of the problem you reported. Since you live in Turkey, we forwarded your message to the P&G office that serves consumers in your region of the world and requested they get in touch with you regarding this matter.  Thank you for bringing this to our attention.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,
***** *************


5/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 4-13-2014 I intended to use a $2.00 coupon off for Old Spice deodorant. While checking out I was told by the ******** cashier that the coupon was for 2 products, I informed him I had a twin pack of deodorant which is 2. I was told that they had to be bought separately. I was taken a back by this for which there was no explanation on the coupon stating that the 2 in a pack was not eligible for the $2.00 coupon. I was told the only way I could use the coupon was buy the products separately. I informed the cahier I was upset because this was misleading and in turn I told him to take the twin back off my bill and I was not going to buy their product. I am a avid user of P&G products, but I don't like being mislead and being played a foolI normaly I would not waste my time on something as trivial as this but I thought my complaint should be noted and heard.

Desired Settlement: I would like an explanation and I also would like to be able to be sent a coupon for the $2.00 that I can truthfully use on the twin pack that I thought would be the 2 products that the coupon said I could use it on. No other explanation was given so change the coupon or give specific details please.

Business Response:

Thank you for your interest in Old Spice products.  Were sorry to hear of your recent experience and appreciate the opportunity to address your concerns.

When two or more products are bundled together, they are assigned a unique UPC (product) code and are considered a single unit of product.  So in a situation where a coupon states “$2.00 off two items”, the bundled set of products counts as only one item.  At most, if not all, retail outlets, products such as Old Spice deodorant are sold in single units.  Therefore, the “$2.00 off two items” can easily be used to purchase two single items in order to qualify for the coupon discount offer.

Please know we value your loyalty to P&G products and regret your disappointment with the coupon you received.  Weve shared your comments with the appropriate people in our company and were following up by postal mail with money saving coupons you can use on a future shopping trip.  Look for our letter to arrive within the next 2-3 weeks.

If we can be of additional assistance, please let us know.  You can reach us by calling **************.  Thanks again for getting in touch.

4/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Normally I would not take the drastic steps of using the BBB for a product complaint, however locating contact information for this company is impossible. The telephone number and web address ON the product don't work. (misleading?) I waited years for dry shampoo to re-enter the market , so that I could do my mothers hair, who had been bed ridden. During this time I began using and loved Pantene Pro-V Dry shampoo myself. Only fairly recently did I purchased the shampoo since her passing for myself. It was in a new container, spry applicator, can. DOT 2P M5655 (96467189) and on the bottom of the can 3260144584. After a few uses, it stopped working. My assumption was this could be fixed. We ran the nozzle under hot/warm water to clear any clogging. did not work. My husband also took the spray mechanism off in order to get to the internal tube and verify it was clear. Nothing worked. Over half a can left and I can't use it. It's not a lot of money, but this is considered a luxury item, while we still try to make the end meet.

Desired Settlement: I would like this replaced. preferably with a different application

Business Response:

Thank you for your recent purchase of Pantene Pro-V Dry Shampoo.  Please know we’re delighted to hear of your interest in our product and certainly regret the problem you reported with dispensing our dry shampoo.  We appreciate your efforts to bring this to our attention and welcome the opportunity to address your concerns.

It may help to know that sometimes dry shampoo spray nozzles get clogged, but they can usually be fixed quite easily. Unlike a hairspray, dry shampoo contains oil absorbers that can clog the sprayer.  For best results, be sure to give the product a hard, vigorous shake before each use to help unclog the oil absorbers from the spray nozzle.  If a good shake doesn’t do the job, the spray button might need a warm water rinse by following these directions:

• Take the dry shampoo product to the sink & turn the warm water on a gentle stream.
• From the front near the spray nozzle, gently flip the button open: the button is on a hinge -- open it just like a flip-top cap.
• Rinse the inside button (top) under the stream of warm water.
• Let the button air dry until all the water is evaporated. You can use a paper towel to speed up the drying.
• After it’s dry, push the button (top) down to close. 
• Vigorously shake the dry shampoo product, and try to spray again.

Since the steps you've already taken didn’t help you get your product to dispense, we’re sending a coupon for a complimentary Pantene product to replace the container you purchased.  Please allow 2-3 weeks for delivery by postal mail.

Staying in touch with consumers is important to us and we're sorry to learn of the difficulty you reported when you tried to reach us via the phone number and website printed on the package.   We realize this is frustrating and want to look into this for you.  Please reply to the message we sent separately to let us know the phone number printed on your can and the website address you visited so we can investigate the problem you reported.

Thanks again for reaching out to us.  We value your loyalty to Pantene and appreciate the opportunity to be of assistance to you.

4/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: P&G had **** ******* Services send me a debit card that I did not request and did not authorize. The card is subject to a monthly maintenance and other fees and required me to go to the time and trouble to cancel it to protect myself from unwanted fees.

Desired Settlement: P&G should immediately cease all communication with me, stop sending unauthorized cards, and compensate me for time and materials expended to return the card to *****

Business Response:

We appreciate you giving us the opportunity to address your dissatisfaction. First, we’d like to apologize for any inconvenience or confusion this has caused. Our records indicate that a pre-paid debit card was mailed to you on 3/6/14 to compensate you for the expired Evo cat food free product voucher we received from you, along with a letter requesting a refund instead of a replacement. Unfortunately, the letter explaining how to use the pre-paid debit card was not mailed with it due to a glitch in our system, resulting in some confusion. We’d like to assure you that there are no fees associated with this card. It can be used at retailers, just as cash, and is the form in which we process refunds. We have researched your card and it has not been canceled at this time. There is a balance of $12.99, the amount of your refund, available on the pre-paid card.

Again, we are very sorry for the confusion. If you have further questions, don’t hesitate to contact us.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Thank you, but I had no idea the card was in response to my request for a refund on the expired Evo coupon. There was nothing to indicate why it was being sent and I questioned the legitimacy of it. I already mailed the card back to the bank. I would greatly prefer a refund in the form of a check, but will accept another card if that is my only option.

 
I am glad that you response to my request for a refund.
Regards,

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




Business Response:

Thank you for your response.  Since you've returned the prepaid debit card to ********, we're happy to issue a check for your refund.  A check has been processed for $12.99 and you should receive it within 10 business days.

Again, we apologize for the confusion and inconvenience, and appreciate the opportunity to resolve this.

4/18/2014 Problems with Product/Service | Complaint Details Unavailable
4/16/2014 Delivery Issues | Complaint Details Unavailable
4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'd contacted P&G awhile back about one of their ***** **** products I was unable to open and finally broke in process.  Since I used to be an employee working in Consumer Corresp. division of Public Relations, I was interested in how they responded to consumer mail in the 21st century.  Was disappointed to get NO response!  During time I worked there, EVERY piece of correspondence that had a legible name and address rec'd an answer.  Apparently, consumers no longer merit that kind of attention.

Would appreciate feedback.

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

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

Desired Settlement: Other

Business Response:

We appreciate your interest in ********* and we’re sorry you didn’t receive a response to the letter you wrote to inform us of the problem you had with one of our cosmetics.  We understand this is frustrating and want to assure you that your satisfaction with our products and service means a great deal to us.  Please know that just as when you were an employee of our company, our goal in Consumer Relations is to provide prompt and courteous attention to all inquiries we receive from our consumers.   We sincerely regret your experience and welcome the opportunity to address your concerns.

After we learned of your recent message, we checked our records and were unable to find a prior contact regarding your purchase of a ***** **** productWe appreciate your willingness to discuss this by phone and the information you provided to help us gain a better understanding.  It sounds like the address you used when sending your letter was for a P&G facility that is not set up to handle consumer correspondence.  We apologize for any confusion and we’ve shared your report with the appropriate people in our company.

We’ve also reported the difficulty you had removing the cap from your tube of ********* ********* Liquid Eye Liner.  Feedback from thoughtful consumers is important to our ongoing efforts to maintain our high standards.  Since you were unable to use the product you purchased we’re sending a coupon for replacement product.  Please look for our letter to arrive within the next 2-3 weeks.

If we can be of additional assistance, you can reach us by calling **************.  We value your loyalty and hope this reassures you of our commitment to your satisfaction.  Thanks for getting in touch.

4/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted a rebate to Oral-B *********** rebate for the purchase of an Oral-B product from P&G and the company refused to send me a $15 dollars rebate, stating that the rebate was submitted twice for the same address. The rebate submitted are different rebates one for my wife and for myself. Both requests for a rebate have the same address but have different receipts with different dates and purchased by different individuals. While I udnerstand that the company needs a mechanism to avoid fraud (people submitting the same rebate twice) my two requests were for two different people and had attched evidence that two purchases were made in different dates. The advertisement of Oral B is misleading,deceptive, unfair, and abusive.

Desired Settlement: Oral B should honor its promise to me that a rebate would be submitted for $15 dollar for my purchase of their product and subsequently submission of bar codes and receipt.

Business Response:

Thanks for choosing Oral-B Professional Care toothbrushes to help you keep your teeth clean.  We appreciate your interest in our product and recent promotional offer.  We’re sorry to learn of your disappointment with your submission for the Oral-B *********** Rebate and appreciate the opportunity to address your concerns. 

It’s important to know the terms for this offer state “Limit one submission per name and per envelope (except where prohibited) per address.”  Because of these terms, you can only make one submission for the offer for your address.  Since you and your wife made individual purchases, we understand your disappointment and apologize for any confusion you may have experienced.  We’re following up separately regarding your request for an additional rebate.  Please allow 2-3 weeks for our letter to arrive.

If you have any additional questions or concerns, you can reach us by calling **************.  We value your loyalty and hope you’re enjoying using your new toothbrushes.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.

Today I received a letter from P&G ref. ******** dated March 3, 2014. The letter states: Dear Mr. ******* DO NOT SEND LETTER Sincerely, ***** (Oral B Power Team). It references ********, ************ *****************. There is NO coupon for 15.00 dollars attached as had been promise in the marketing advertisement and also in the email response that P&G provided to the Better Business Bureau in regards to my complaint.

Regards,

**** ******

Business Response:

We're very sorry you received the letter dated March 3 and understand this must have been upsetting.  Please be assured a prepaid debit card in the amount of $15.00 was sent to honor your request for the rebate for the second brush you purchased.  The card was processed by Citibank on March 5, 2014.  If you haven’t received it by now, you can expect to receive the card and accompanying note soon.  

 

The letter dated March 3 was generated when a prepaid debit card was requested for you.  It should have been discarded not mailed to you.  We deeply regret that you received this note and hope you will accept our sincere apology. If we can be of additional assistance with this matter, please let us know. You can reach us by calling **************.  We appreciate your interest in our products and welcome the opportunity to address your concerns.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have NOT yet received the $15.00 dollars prepaid debit card that was promised to honor my request and the to honor the marketing advertising for the rebate.

Again, there were two separate purchases by two individuals. The purchases were on different dates and only one rebate was paid.

P&G stated to me that that a rebate pre paid card for $15 dollars was going to be issued and that a card was issued on March 5 but to date I only received a letter saying DO NOT SEND LETTER and a letter with some coupons.

The $15.00 dollars due to me has NOT been received.

Regards,

**** ******




Business Response: After we received your note dated March 19 to let us know the prepaid debit card hadn’t arrived, we contacted *********  They confirmed the card was processed on March 5; however, it was not mailed until March 15th.  We apologize for the delay and thank you for the message you sent to us today to confirm the card was delivered.  If we can be of additional assistance, please let us know.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

**** ******

4/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In September, 2013, I bit down on a supposedly "chewable" Pepto- Bismol tablet and my upper left molar immediately broke. I went to my dentist who said the tooth couldn't be repaired with an ordinary dental restoration and required a permanent crown which has cost me $1,365.00. I contacted Proctor & Gamble, the manufacturer of this product, filled out a lengthy form, and had my dentist send a copy of my records, his findings, and the required treatment. All that I wanted was for the company to cover my expenses, however, I received a response from them that they did not feel the two events, i.e. my biting down on the tablet and my tooth breaking, were related and they were closing the case. I fail to see how these two 'events' could not be related when they happened simultaneously.The case number is: ********

Desired Settlement: I would just like to be reimbursed for what the injury has cost me.

Business Response:

We’re very sorry to hear of your experience and dental issues.  We understand your disappointment with our response to your request for reimbursement for your crown and appreciate the additional opportunity to address your concerns.

Please be assured that we care about the safety of our products and the people that use them.  We meet or exceed all applicable regulatory standards to ensure that our products are safe and effective.  Each product must pass a thorough safety evaluation before it is made available to the consumer.  We continue to monitor the safety of our products after they are marketed.

We are always concerned when a consumer reports a problem with the use of one of our products and appreciate the time you took to provide the information we requested to help us gain a better understanding of the problem you reported. The materials you initially provided were carefully reviewed by our Safety Surveillance Department.  Based on their review of the materials you provided as well as the safety data available for the Pepto-Bismol InstaCool Chewable Tablets, we would not expect the reported event to be related to the product and your request for reimbursement was denied. Our legal department then received a legal claim from your attorney.  We requested and received additional dental records from your dentist through your attorney.  Given your dental history and the possibility that the fracture to your tooth could have occurred as a result of additional decay or weakness from the prior restoration work to the tooth, we cannot assume liability. 

Again, we are sorry you had this experience and appreciate your efforts to bring this to our attention.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The company says, in their response, that the tooth that broke when I tried their "chewable" tablet could have broken  as a result of the prior restoration ( a simple filling).  By that logic, the tooth could have broken whenever I ate anything, but, that never happened.  The tooth only broke when I bit down on their product.  My dentist is presently away, however, on his return he will send a message saying, as he did before, that the tooth was healthy and that the fact that the fracture of the tooth occurring simultaneously with biting down on the tablet indicate that the 'culprit' was the tablet.  All I have asked Proctor and Gamble to do is to reimburse me for my out-of-pocket expenses ($1365.00) and I find it incomprehensible that a multi-million dollar company would balk at such an amount which, although it is a lot for me, is like 'peanuts' to such a company.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******




4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Good Afternoon, I am ***** **** **************, I am sending this to you because I have tried to work with P&B & CLARIOL-root touch up. This has just worn me out, I feel mad & then I feel like crying, So many lies from this company. Sir or madam, I went to a department store and I bought a Clariol root-touch up, for the Holidays. I was home with my Fiance; and my daughter-Jennifer and my grandson *******-he's two.They were staying over for a couple days. O.k. here it goes-Like I stated I bought the root-touch up. In the box(it is smaller then the regular dyes. I puchtured the top of the dye-following Directions-and First I got out the plastic tray and put the blue powder in in the tray and the dye. I squeezed the tube in the tray and all of a sudden-MY GOD-The tube ripped all along the front and a ton of dye exploded on my eye! I was screaming-it HURT so much! My daughter started crying along with my grandson,I just kept flushing my eye with water like 15-20 minutes, My Fiance' brought me a cold wash rag. I have neen dying my hair for over 20 years and the best clue I could come up with is the tube was very cold I think that might of been the reason. I dony know it sounds logical, Why are these department stores selling these dies that are not soppose to be cold, I don't know. I have been dealing with ***** in *** ****, First she says she cannot call because the voice mail wasn't set up and my e-mail wasn't working & a bunch of lyes- I haven't did anything with my landline phone or e-mail.To this address. She was telling the head quarters office & she told me tp put everything I had and put them in the envelope, I did, I am pretty sure she told me to put the receipt in the box. Anyways, standing up for their products NO WAY!! Also, I have health problems and my anxiety is gone through the roof. I want compensation-Fiancial They sent me a check for $7.99 Even when ****m from *** **** says they dont give anyone fianancial-compensation. not $7.99 but $20,000 to 30,000

Desired Settlement: I have made about 30 e-mails to The Company,Clariol in *** **** and in cincinati,Ohio. I tried to be cordial but I cant take all of this,I know they want me to give up, but I am not cashing that$7.99, That was probally 1 second of my pain. I believe I should get this compensation, Do you agree? Thank-you for being their when I felt so alone. I never sued anyone, Please help me if you can. GOD BLESS ***** ****** DOB-**********

Business Response:

Please know we're very sorry to hear of the experience you reported with Nice ‘n Easy Root Touch-Up.  We want to assure you our customer's welfare is of the utmost importance to us and we take reports of this nature seriously. 

When you contacted us by email on December 21, to let us know you sent a letter a week earlier about your experience with the color, we shared your report with our Health and Safety Team and replied by email.  Unfortunately, our email response did not go through and was returned as undeliverable.  Because we were concerned by your report, we followed up by postal mail on January 6, 2014 to let you know we were unable to reach you at the email address included with your message.  We provided the telephone number for our hotline and requested you call so we could speak with you about this matter. 

On January 10, we received the letter you sent by postal mail requesting compensation for $10,000 to $30,000; however, there was no medical documentation enclosed.

We reached out by phone leaving messages on voice mail, speaking to your boyfriend and at times getting a message that your voice mail was not set up.  We followed up again by postal mail on January 31.  In that letter we stated: So that we may fully and fairly evaluate your claim, we request that you forward a copy of all medical bills, written medical records (including diagnosis, prognosis and treatment) as well as photographs relating to your alleged injuries including date of incident in the enclosed business reply envelope.  We included a postage paid envelope.

On February 11, 2014, we received the letter you sent to let us know you did not go to the doctor.”  In response to that letter, we telephoned and advised you that since you have no documentation for your injuries to consider, we could only reimburse for the product itself. A follow up letter and refund were sent. 

Again, we are sorry you had this experience and regret your disappointment with our response

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My client number is *******. When I just read about Procter and Gambles" statement, It is very hurtful for me even to read it. The very first time I called Proctor and Gamble, they acted so helpful, but they really weren't. It was just a ploy to get me out of their hair. How can I possibly have a bar code and everthing else they are saying? A Represenitive told me they were sending a envelope and I was soppose to put everything in the envelope, so I did. They told me to put EVERYTHING in the envelope, so I did. I went to the local Post Office and paid $6.00 and some odd cents . I feel really stupid, I have talked with different people from Proctor and Gamble,, They said they could not get a hold of me, yet when they wanted something they would call. I don't know how to get phone records, but as I stated numerous times they have lyed to me to the BBB- my life has not been easy, but my Faith has pulled me through, I promise you I did not lye, do you think I wanted this? I still can remember how much it hurt and the acke in my eye for a couple days. If I would just have bought another brand, I don't believe this would of happened. Please help me-***** ******

Regards,

***** ******

Business Response:

At Clairol, we care deeply about the safety of our products and the people who use them.  Please know we regret your disappointment with our response to your concerns

We sent prepaid return postage envelopes, so you would not have to pay any postage. As a gesture of goodwill, we’re sending a check in the amount of $7.00 for postage reimbursement.  Please look for the check to arrive via postal mail within the next 2 weeks. 

Again, we are truly sorry you had this experience and regret your disappointment with the resolution we offered. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******



Hello better Business Bureau,    I just received a $7.00 check from P&G.  Well on March 26 I received a letter saying the $7.00 check is in the mail, really I get the letter today and the check on March27.  I am going to send you this letter and ask what you would do with it.  O.K   this letter states:without admission of any liability whats so ever.  I cant believe this!!!   What about the Postage I paid and sending all my material?  STUPID OF ME!   I need some advice from this-please- I can't afford a lawyer.    ***** ******-ID-*******
 
  I just received a check from Proctor and Gamble.  $7.00  CHeCK  what am I soppose to do with that.  I have been thinking about this and my big rusty car is going down the tubes and I have a little 5 pound newborn grandchildren.  Family comes over and brings her proctor and Gamble merchandise,  I am just amazed with what they are trying to get away with.  I need a settlement for $5,000 to 10,000.  I heard from someone that it is not unfair, its not an unacceptable settlement. This check is from P&G  in Cincinnati.  You business is from Cincinnati?   I need some answers.  Thank-you  ***** ******
 

4/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Proctor & Gamble staff along with those acting on their behalf failed to honor advertised rebates/satisfaction guarantees submitted, on several occasions. Futhermore those affiliated with rebates associated with rebates received, went on to deny access to the transaction histories, involving them

Desired Settlement: Seeking the transaction history for all cards issued. Either the cards or a check in the equivalent for all rebates and satisfaction guarantees outstanding.

Business Response:

Thank you for your interest in P&G products and promotional offers.  We’re sorry to hear of the problem you reported with past submissions for satisfaction guarantees and rebates.  Please know we appreciate your efforts to bring this to our attention and we've shared your comments with the appropriate people in our company.
 
After we received your message, our Promotions Team checked the records available to them and did not find any submissions from the address you provided. In order to provide assistance with this matter, we need additional information.  We hoped to speak with you to gain a better understanding; however, we’ve been unable to reach you at the phone number provided to us.  

If you have copies of your submissions, we respectfully request that you fax them to ###-###-#### so we can look into this further. If you send a fax, please include the following reference number on the cover letter: ********.  Or, if you would prefer to speak with us, please call ###-###-#### and leave a message with your daytime phone number and the time it is best for you to receive a call.  We look forward to hearing from you.

 

3/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Braun Series 7 (790cc-4) shaver in December 2012 (a $300 shaver). One year and 3 months later, the shaver needs to be repaired. The company wants me to mail the shaver in at my own expense and be without a shaver while it's being repaired. I purchased an expensive shaver from a company that advertises quality with a 2 year warranty, but I've experienced a poor quality product with an unfair warranty that leaves the consumer inconvenienced and out of pocket some money.

Desired Settlement: I would like to be contacted directly by the company. I tried to reach their corporate office to express my complaint, but I was transferred all around for 2 hours with no luck of speaking to anyone that could help me.

Business Response:

Thanks for your purchase of a Braun 790cc-4. We’re sorry to hear of the problem you reported with your shaver and realize this is frustrating. We also regret your disappointment with the service you received when you contacted us for assistance.  Your satisfaction is important to us, so we appreciate the time you've taken to bring this to our attention and we've shared your concerns with the appropriate people in our company.

Please know we make every effort to produce the finest products possible and have strict quality control in place to ensure you receive products that meet our high standards. We stand behind the quality of our products and offer a two - year warranty on all of our shavers.

We’ve followed up separately on your request for replacement of your shaver and hope our response helps reassure you of our commitment to your satisfaction. If we can be of additional assistance, please let us know. You can each us by calling ###-###-####.  We value your loyalty and appreciate the opportunity to address your concerns.

3/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Two things. First, visiting this company's website to request a sample of the product, Align. Several fields are marked as required and were filled in. One that was not marked is the opt-in to receive further advertisements and deals. However the page is designed not to allow you to continue unless this option is selected. It's my understanding that federal allow does not allow forced opt-in behaviors--in either case, I will not submit to forced opt-in tactics and will avoid using this product for this reason. Second, scrolling down to the bottom of the page I found the BBB symbol and clicking on it brought me to the BBB main website. Interested in knowing if there were other complaints about this company, my search did not reveal any awareness of the company (which I find hard to believe because the name is well known) which made me suspicious as to whether they truly are BBB members or using the logo to deceive and entice consumers.

Desired Settlement: As to the opt-in: Either clarification of the law regarding forced opt-in options or correct the functionality of the website such that it does not appear to be an option (in which case why do they need the box?). As to the BBB logo: Perhaps better understanding of how to search for the company or the website if they truly are members.

Business Response:

Thank you for your interest in Align.  We’re sorry to hear of the problem you experienced when you tried to sign up for a sample of our product.  Since we don’t have a current sample offer for consumers on our homepage, we appreciate the information you provided to help us understand you received a link to an Align sample offer via an email from ********.

After we received your report, our technical team looked into this matter.  They found an error on the page that was requiring you to check the opt-in box and took immediate steps to fix this problem. They also looked into the problem you reported with the BBB logo to ensure it is working properly on the Align website and on the sample page.  Please be assured P&G is a BBB Accredited Business.

We'd love for you to try our product.  We don’t have samples available to send to you, so we’re sending a coupon for Align. You should receive the coupon via postal mail within the next 2-3 weeks.  If we can be of additional assistance, please let us know.  We appreciate your interest in Align and welcome the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

***** *****




3/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Why have you changed Vaporub? Since childhood I have loved its eucalyptus odor. Now it smells more like varnish in the next room. It isn't nearly as strong as a salve either. What is this compulsion to change everything good, even at the cost of ruining it, which seems to possess ingenious idiots who work for corporations? Bring back the old Vicks Vaporub, or I will boycott all of your products from now on.

Desired Settlement: see Attached document

Business Response:

Please know we value your loyalty to Vicks VapoRub through the years.  We’re sorry to learn of your disappointment with the scent and performance of the product you received and want to assure you we haven’t made any recent changes to the formula or ingredients.   As a company, were dedicated to making high quality products and we have several checkpoints along our manufacturing lines to ensure you receive products that meet our high standards.  We appreciate the time you’ve taken to bring this to our attention and we’ve shared your report with the appropriate people in our company.

Your continued satisfaction means a great deal to us, so we're sending replacement product coupons via postal mail to the California address provided.  We appreciate your interest in Vicks and hope youll continue to enjoy using our products in the future.  Thanks for getting in touch.

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

*** ******* - 2 t's, if you please




3/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recently I had purchased the Gillette Fusion Proglide Sensative Shave Gel (3 pack) from my local ***** Club. However, I noticed in all three 8.4oz cans, that the cans are left half full, because it is unable to provide enough pressure to release the entire bottle of product. At first I thought it was just the first can that had the issue, then I tried the 2nd can. However, that one ended up puncturing the can and just continued to release the shave gel. The third can did the same as the first and is not able to release the remaining product (being half full) out of the can. This is the first time I have used this shave gel, as I have used the Gillette Mach 3 and Turbo razors for about 13 years now. But this experience of using the shave gel is not a good one. I will be switching back to Edge Pro Gel because I know I get all of the shave gel that I am paying for.

Desired Settlement: Fix the faulty cans and give your consumers what they pay for.

Business Response:

Were very sorry your Gillette Fusion ProGlide Sensitive shave gel isn't dispensing properly.  We understand this is frustrating and want to assure you we have many checkpoints along our manufacturing lines to ensure the quality of our products and packagingYour feedback is important to our ongoing efforts to maintain our high standards, and we appreciate your efforts to bring this to our attention.  Please be assured your comments have been shared with the appropriate people in our company. 

Because your satisfaction means a great deal to us, were sending coupons for replacement product.   Please allow 2-3 weeks for delivery by postal mail.  If we can be of additional assistance regarding this matter, you can reach us by calling **************.  Thanks for getting in touch.

3/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: **Please refer to the letter and supporting documents supplied by the consumer. ** The consumer purchased a Febreze Car Clip that leaked and damaged her vehicle.

Desired Settlement: Unspecified

Business Response:

We are sorry to hear of your experience and regret your disappointment with our decision regarding the claim you submitted to Febreze.

Please know we appreciate your efforts to provide photos and estimates. However, an examination of the Febreze Car Clip product is essential to our evaluation of your claim, as it is the only means we have of determining the cause of the problem.  The questionnaire you completed does advise you to return the product for the evaluation along with the other requested materials. 

Although we are always eager to maintain the goodwill of consumers and take great pride in our reputation for responding to complaints in a fair and complete manner, without the opportunity to examine the product, we are unable to properly evaluate the merits of your claim.  Therefore, we are unable to assume responsibility for the damage you reported.

While we understand your disappointment, we hope you will understand why we need to examine the car vent clip you reported using.  As a gesture of goodwill, we enclosed coupons for complimentary P&G products with the letter sent in January to inform you of our decision.  Again, we are sorry you had this experience.

 
 

 

3/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased some shampoo from Proctor and Gamble/Herbal Essence, the shampoo made my hair feel like I had washed it in hair spray,I used it a few times thinking that whatever it was would work it's way out but it didn't get any better so I called Herbal Essence about it and they sent me a plastic gift card that does not work. There is a phone number on the card to call and activate the card, you enter the numbers on the card using your keypad on your phone,and the machine does not get the numbers and tells you "I'm sorry you haven't entered a valid card number please try again" I tried 4 times on my phone and my husband tried 3 times on his phone,I just tried it on my landline and it didn't work. I have called Herbal Essence about the card 3 times,the 1st time the representative said she activated my card and gave me ideas to get the card to work, the ideas didn't work. I called them a 2nd time they told me to call ***** since the card is a **** gift card, I called **** and they told me it's Herbal Essences problem. So I called Herbal Essence a 3rd time and the last person I talked to, talked to me like I was stupid,telling me that I had to listen to the 2 options which are to activate my card and to check my balance online, if my card is already activated I can't activate it again, and I know the balance that's on it. They refuse to do anything about it, and I warned them the 3rd time I called them that I was going to turn them into the bbb that didn't seem to matter. I have called both phone numbers on the card and visited the website and got no where. $6. isn't much money but I want that money back, and their card won't work, they won't do anything about it and I don't know what else to do, so could you please help me. Thank You *****

Desired Settlement: refund

Business Response:

Thanks for purchasing Herbal Essences.  We’re sorry you weren’t pleased with the way your hair felt when you washed it with our shampoo and regret the difficulty you experienced when you tried to activate the prepaid debit card sent to refund your purchase.  Your satisfaction means a great deal to us, so we appreciate the opportunity to look into this for you.

After we received your report, we contacted **** to let them know about this matter and we also shared your concerns with the appropriate people within our company.  As we discussed by phone, we’re following up by postal mail to ensure you receive your refund.  Please allow 2-3 weeks for delivery by postal mail.

If we can be of additional assistance, you can reach us by calling ###-###-####.  We appreciate your interest in our products and hope this helps reassure you of our commitment to your satisfaction.  Thanks for getting in touch.

3/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a 15 pack of Mach 3 Turbo razor blades. When I got them home and started to use them, they were horrible. I went through 8 different blades before I found one that would shave my 2 day old beard. The first 7 felt like they were pulling my hairs out by the root, not shaving them. Even after using the 8th blade, I had to go back over it with an electric razor bc of all of the places it missed. Definitely not worth the nearly $30+ spent on them.

Business Response:

Thank you for your interest in Gillette Mach3 Turbo Razor blades.  We’re very sorry to hear of your disappointment with your recent purchase of cartridges and appreciate your efforts to give us a call to bring this to our attention.

Please know we have strict controls to check the quality of our products throughout the manufacturing process, so they should reach you in the best possible condition. We use state-of-the-art control systems that carefully monitor all phases of production and measure tolerances down to tenths-of-thousandths of an inch. We continually re-evaluate and upgrade our quality systems to ensure we maintain the highest standards for our products. We’re always concerned when we haven’t met the expectations of our consumers and we want to assure you that we’ve shared your report with our Quality Assurance Team.

Your satisfaction means a great deal to us, so we stand behind the quality of our products.  As promised when you called, we’re sending coupons for replacement product.  Please look for our letter to arrive within the next 2-3 weeks.  If we can be of additional assistance with this matter, you can reach us by calling the toll free number on our product package. We value your loyalty and appreciate the opportunity to address your concerns

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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




3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is to bring to notice that I am user of Gellette Mach 3 Razor and blade since 9 years. From last 6 months I am facing problem which seems to be manufacturing problem or poor quality of blades supplied to Indian market. Hope your blades are passing through stringent test for human safety. From last 8 months my observation that blades are getting rusted. I assume that they have passed salt fog test before going to mass production. Initially faced problem in 2 sets (each set contains 2 blades) but did not took it seriously. In third set again which was bought from ********* ******* mall also got rust. After that I took it seriously and complained to ********* They demanded to give proof. From Office of PG/Gillette courier person came and collected these blades. Customer care confirmed that I will get back blades in lieu of these rusted blades. Called many times but they told that it is under process and will be delivered shortly. After 2 months in one call Mr ****** gave the email id and asked to complain over email this time. Last complain no was ********. For the same I am writing email to you in hope of problem resolution from your side and get all 3 sets of Mach 3 blades immediately. I will also advise to review your production process and do proper testing for any type of such future issue. It will be better to inform that 2 sets of blades were from one batch and another 1 set from different batch. In the meantime pl provide the report of “salt fog test”.

Desired Settlement: Replacement within 2 weeks and take action against consumer redressel team who fail to do the job in time and gives pain to customer. This will help improve the service in India.

Business Response: We appreciate your interest in Gillette Mach3 products and we are very sorry to learn of the problem you reported. Since you live in India, we forwarded your message to the P&G office that serves consumers in your region of the world and requested they get in touch with you regarding this matter.  Thank you for bringing this to our attention.

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cascade dishwashing detergent turned the inside of my dishwasher blue. The product has since been removed from shelves. I asked Procter & Gamble to pay for the clean up. They required me to get 2 estimates from appliance repair companies and send pictures to them. I have done this at my expense. I received a letter from Procter & Gamble stating the blue residue was caused by food particles. This is of course ridiculous. There are numerous complaints about this issue. They have pulled this product off the shelf. I want to be reimbursed.

Desired Settlement: I want to be reimbursed for all expenses incurred. I sent them a list. The appliance repair estimates indicated my dishwasher can not be cleaned - the interior must be replaced. Dishes were affected also.

Business Response:

We are very sorry to hear of the blue stains in your dishwasher and regret your disappointment with our response to the claim you submitted to Cascade.  Please know appreciate your efforts to provide the information we requested to help us evaluate your request for reimbursement and welcome the additional opportunity to address your concerns. 

At the outset, we’d like to assure you all versions of Cascade are thoroughly evaluated to ensure they’re safe for use in properly operating residential automatic dishwashers. This includes automatic dishwashers with current polypropylene and stainless steel interiors, as well as older porcelain interiors. Additionally, our products have undergone evaluation to ensure their safety for use with items labeled dishwasher-safe.  We also want to assure you we still offer Cascade Complete Gel which is the version you reported using.  

Our Product Research team evaluated the Cascade Complete product you returned and their analysis revealed that the Cascade product was produced as intended with no product defect.  When the product was used in a similar machine with a white plastic interior, no blueing or discoloration was found.  We regret the information about testing the product in similar dishwashers was not shared with you in the original reply to your claim.

Based on our analysis of the product you returned and review of the materials included with your claim, we do not believe our product is the source of the stains; so our decision remains unchanged.  However, while reviewing your claim, we see you requested reimbursement for the cost of photo developing and the estimates for repair.   We want to make sure youre reimbursed for these expenses, so we’ve requested a prepaid debit card to cover the cost of the estimates and photographs.  As a gesture of goodwill, we are also sending coupons for P&G products which we hope you’ll enjoy using.  The coupons and card will arrive in separate mailings via postal within the next 2-3 weeks.

Again, we are sorry you had this experience and appreciate the opportunity to speak with you regarding your concerns.  If you have additional questions, please let us know. You can reach us by calling **************** ************** ****** ***** ******* **** ****** ***** ******* **** ******** ******* ************ ******* ****** ***** ******* ***** *************** ******* ********* ******* **** **** ****** **** ***** **** ********* ****** ************ ************ *************** *********.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** *nd have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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



Note: Procter & Gamble are reimbursing me for the cost of the 2 repair estimates and the pictures.  However, the fact that they refuse to admit their product turned the inside of my dishwasher "blue", leads me to not accept their response.

3/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased so cascade powder to clean my dishwasher safe dishes when I used the product it left a film that is impossible to get off I have tried everything so I called the ************* and explained what had happened to my dishes the person who helped me there told me that there was nothing they could suggest but to get an estimate of what it was going to cost to replace the dishes so I went through all the damage when to all the stores I had purchased my things from and came up with $94.14 before taxes so I called the number back and explained my cost she said that they would send me out a pre paid debit card and I explained that all my dishes where unsafe for my children so I had no dishes and wanted to know how long it would take to get to me the lady said 2 weeks today I called back just to see if the card had gone out yet because it is a real problem to have all of you dishes ruined and have to pay for paper products the lady today told me that the debit card went out on the 2nd of feb and that I wouldn't receive it for 6-8 weeks I explained to her that their phone recording states that they record the conversations and please to go back and hear the lady tell me two weeks she said there was nothing she could do and that I would have to wait for it I called in because their product ruined my things they told me 2 weeks now 6-8 weeks I shouldn't have to purchase paper products till then

Desired Settlement: I want proctor & Gamble to send me my debit card as promised on time and I want all the cost of the paper and plastic products that I have to purchase in the mean time to be reinversed I also would like them to send me a different dishwasher product to replace the box of stuff that ruined my dishes (no powered products) also would like them to send me another debit card for the problems this has made for me and my family

Business Response:

Thank you for your recent purchase of Cascade powder detergent.  We’re sorry you’re unhappy with the appearance of your dishes after using our product.  Your satisfaction with the performance of Cascade means a great deal to us, so we appreciate the time you’ve taken to bring this to our attention and the additional opportunity to address your concerns.

Please be assured our Cascade products are formulated to provide excellent performance; however, hard water and other factors may sometimes have an effect on cleaning performance. It may be helpful to know that if you live in an area with hard water, not using enough detergent can allow water minerals and soils to settle back on the dishes, causing an unsightly film.  If you’re having ongoing issues with spotting or filming, you might consider switching to Cascade Pacs. While all of our Cascade products are designed to work effectively in all kinds of water hardness, our dishwasher pacs, are formulated with water softeners to help fight hard water deposits on your dishes—and as always—are the perfect dose.   

To remove existing filming from glasses or dishes, we recommend the following.  Remove all metal items from your dishwasher and wash them by hand.  Next, put two cups of white vinegar in a non-metallic bowl and place it on the bottom rack of your dishwasher.  Run your dishwasher through a cycle without adding any detergent. For severe buildup, try doing several vinegar washes.  Put the dishes through another cycle with automatic dishwasher detergent. 

Another option, is to rewash by hand using vinegar and a dishwashing liquid.  Fill the sink with warm soapy water and add a cup of vinegar.  Next, let the dishes soak or scrub them with a sponge. Then rinse the dishes thoroughly.

Since you reported you were unable to remove the film prior to contacting us, as a gesture of goodwill, we requested a prepaid debit card to help compensate for the items you reported damaged. Unfortunately, we recently learned there has been a delay with the supplier that provides the prepaid debit cards which funds are loaded onto.  While we hope you will receive your card within the usual 2-3 weeks it has taken in the past for delivery of the pre-paid debit cards, as a result in the delay with the supplier, it may take up to 8 weeks for delivery.  We realize this is frustrating and regret any inconvenience this may cause you. 

In the meantime, we’re following up with a coupon for replacement product. You can use this coupon to try any version of our dishwashing detergent, including any version of our Cascade Pacs. Please allow 2-3 weeks for delivery by postal mail.  If you have additional questions, you can reach us by calling **************.  We value your loyalty and appreciate the opportunity to be of assistance to you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They basically told me the same thing which is not helpful in anyway  I was told 2 weeks not 6-8 weeks I don't think they seem to understand that all my cups, plates, and bowls were affected I am having to spend out money on paper products when I was told 2 weeks I don't care if their supplier is having a delay I am having a bigger delay because of their product I have small children and this has made it really hard on my family but I guess since its not them and it doesn't affect them on a daily bases it doesn't matter to them I am really disappointed in this company that I have purchased products from for so long as far as I am concerned they really just don't care about the people who use their products and in the event that something happens to one of their customers they are not willing to make it right in a timely manner I have been dealing with this problem for about 2 weeks since this happened and was really hoping that they would respond with something more helpful than that
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******




2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a package of their feminine liners. When I used them, they felt like diapers. I immediately contacted this company, after numerous e-mails, they stated I would receive a pre-paid **** card to cover the cost, plus tax. I was satisified with this. This started 11/21/13. I had not received my pre-paid **** card and re-contacted P & G. This was in early January 2014. After several days, I received a comment back from customer service stating P & G did not send out the **** card and it was directly from ****. I was told I had to contact ****. I don't have phne service either a landline or cell. The customer service response I received stated I had to find someway to contact ****, or find someone to use their phone. Are you kidding me? I am a single, disabled person. I have e-mail Internet connectiion only. NO PHONE SERVICE. The customer service had/has been notified I would file a Better Business Bureau complaint if they were not able to assist me. No response was received in return. This is better than a 'do what you feel you have to do'! I am owed a refund and would like the same sent to me.

Desired Settlement: I was advised I would receive a **** card prepaid, with taxes included. This is what I want. I have NO way to contact ****. All I was provided with was a phone number and advised I would have to get a phone to call ****. I am unable to do so. The customer service representative even told me to go to a pay-phone. I am disabled and am unable to walk. How can I do this?

Business Response:

We’re sorry you weren’t pleased with your purchase of Always and regret you didn’t receive the refund you requested in November.  We understand this is frustrating and appreciate the time you’ve taken to bring this to our attention.

After receiving your message, we checked our records and learned a card was requested on November 25, 2013 and mailed to the address you provided in **********.  The card was sent by ********.  Since you don't have access to a phone to call ******** to provide them with your new address in *******, weve requested that a card be sent to your new address as a gesture of goodwill.  Please allow 6-8 weeks for delivery by postal mail.

If you have additional questions, please let us know.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have no idea why this company sent anything to an address in **********.  I have not lived in this state since 2012.  This company has been provided a current mailing address.  It is not my fault they have chosen to not use it. 

Regards,

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




2/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On the evening of January 19th at 10pm I used Crest Pro Heath Complete Mouthwash with the Fluoride purple label mint flavor. It was the 2nd evening that I used the new product and I am lucky that I woke up! I had severe tongue and throat swelling and was gagging for air. I took a ******** and looked in the mirror. My tongue was swollen and my throat under my chin was protruding out past my chin. I went to my Doctor that morning and they had me bring in the Crest bottle. After looking at me they sent me down to the ER to be admitted. They gave me more ******** and 3 **********. It was a few hours by this time and the first ******** I had taken at 6am was working. I still had swelling but not as severe. My husband googled the Crest mouthwash and found over 509 consumer complaints about Crest ranging from brown stained teeth, mouth lesions and anaphylactic swelling like I had. They sent me home hours later and advised me to call my Doctor if I didn’t get better. I was given a prescription for an ******. I saw my Allergist on 1-21 and he did a breathing test which I passed. I still had jaw, tongue and throat swelling after taking ******** every 6 hours for 24 hours. I saw a Ear Nose Throat Doctor 4 days later I still have jaw, tongue and throat swelling. He prescribed me more prednisone for a total of 1 week worth and antibiotics as my larynx is inflamed too. I am afraid to stop taking ******** as I still have swelling and do not want to die in the night. I saw my Dentist on 2-3-14 and they also saw this swelling. It has been over 3 weeks and I still have jaw, throat and tongue swelling. A ultrasound was done on 2-7-14 and I have jaw line lymph node, tonsil and tongue selling as we as the infection is back. My medical bills are piling up because of this Crest Pro Health mouthwash and I am still on predinisone. There is no warning label on the bottle and it needs to be pulled from the shelves as I am not alone in this severe allergic reaction issue which almost killed me.

Desired Settlement: There is no warning label on the bottle and it needs to be pulled from the shelves as I am not alone in this severe allergic reaction issue which almost killed me. Assistance with medical bills is requested due to a faulty defective product with no warning label.

Business Response:

We’re very sorry to hear of your experience while using Crest Pro-Health Rinse and appreciate your efforts to bring this to our attention.  Please be assured we care deeply about the safety of our products and the people who use them.  We conducted comprehensive studies on Crest Pro-Health Rinse to prove its safety and effectiveness; and we maintain an ongoing safety monitoring program to assure the highest standards of safety and quality.  We also want to assure all of our oral care products meet applicable regulations for safety, performance, and labeling as defined by the US Food and Drug Administration (FDA).

Please know the information you provided has been shared been shared with our Health and Safety Consultants. To help us gain a better understanding of the problem you reported, we’re following up by postal mail.  We respectfully request you complete the questionnaire enclosed with our letter dated February 10 and return it to us in the postage-paid mailing envelope provided.  In order for our Health and Safety team to consider your request for reimbursement of out of pocket medical expenses, you’ll need to include copies of medical records and bills when returning the completed questionnaire.  Once we receive all of the requested items, we ask that you allow 8 weeks for review of your request. 

If you have additional questions, please let us know.  You can reach us by calling *************7.  We are sorry you had this experience and appreciate the opportunity to address your concerns. 

2/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: opened the unopened seal on the bottle. Used for less than 30 seconds and felt burning in my mouth around 1pm today, spit out in sink next to coworker and made comment that it was the worst mouthwash I had ever used. rinsed my mouth out with water but it still had a foam-like feel in my mouth and the burning did not subside until around 3pm before I left work. Got home and cooked birds eye viola three chese chicken that I had been eating now every day for about 3 months and never had an issue with. right away I realized I could not taste anything. tried drinking a beer and couldn't taste the ******** draught. looked up reviews that had the same complaint. called mom about going to urgent care. currently 6 hours after using and still no taste. Could smell throughout this whole experience. Realized in the mirror that my front tooth where I recently got a cap for a chipped tooth. I can now see it is noticeable where the cap is (a line distinguishing between the tooth and cap), when before I could not tell anything.

Desired Settlement: this product is unsafe and must be taken off the market.

Business Response:

Were very sorry to hear of your experience when using Crest Pro-Health RinseWe appreciate the time you’ve taken to bring this to our attention and the additional information you provided by phone. Please be assured, your comments have been shared with our Health and Safety Team.

We also want to assure you that our Crest products are thoroughly evaluated to be safe when used as directed. Additionally, we maintain an ongoing safety monitoring program to ensure the highest standards of safety and quality.

It may be helpful to know Oral Care products containing Cetylpyridinium chloride (CPC), the active ingredient in Crest Pro-Health Rinse, may cause a temporary aftertaste or temporary change in the taste of food in a small percentage of people. While CPC stays in the mouth for long periods of time to allow the rinse to provide its 12-hour benefit, changes in the taste of food typically go away shortly after you stop using the product. Crest Pro-Health Rinse does not cause permanent taste alteration.

Again, were sorry you had this experience.  Were following up by postal mail and you can expect to receive our letter within the next 2-3 weeks.  If we can be of additional assistance, please let us know.  You can reach us by calling **************We value your loyalty to Crest and appreciate the opportunity to address your concerns.

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I'm writing.you because I bought a box Of.the dish washer cascade and when I went to use it and some of the packets where busted open. I still use what was left. I am very disappointed I have use cascade before with no problems

Desired Settlement: other

Business Response:

We value your loyalty to Cascade and we’re sorry to hear of your disappointment with your recent purchase.  We want each package you receive to be in perfect condition, so we have many checkpoints along our manufacturing lines. We appreciate the time you’ve taken to bring this to our attention and we’ve shared your report with the appropriate people in our company.

It may be helpful to know Cascade Pacs dissolve quickly in water, so if the pouch gets wet before putting it in the dishwasher, it could start to partially dissolve or get sticky. To prevent this from happening, be sure to dry your hands completely before handling and avoid placing the product on wet countertops. It's also important to seal the bag and store it in a cool, dry place. We don't recommend keeping it under the sink, especially if near the dishwasher, because of the heat and humidity.

Since your satisfaction means a great deal to us, we’re sending a coupon for replacement product by postal mail.  Please allow 2-3 weeks for delivery.  If we can be of additional assistance, please let us know.  You can reach us by calling **************.  We appreciate your interest in Cascade and hope you'll continue to enjoy using our product in the future.

2/10/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have purchased pampers diapers at ****, offering 15$ free samples on the enclosed coupon. It was advertised all over the box. I tried the claim my rebate online (according to the coupon), but their site said that "they are out of inventory". Why on the earth they produce more coupons than inventory? Unless it is a ploy to sell their product over other company's (like *******) merchandise.

Desired Settlement: Please honor your offer of 15$ free merchandise upon purchasing your diapers! My code is *********************

Business Response:

Thanks for your recent purchase of Pampers.  We’re sorry you experienced a problem when you entered your code for our sample offer and understand why this would be frustrating for you.  We appreciate your efforts to bring this to our attention and we’ve shared your report with the appropriate people in our company.

Please know we regret any confusion over the message you received and want to help.  Since your request wasn’t processed, there may have been a problem with the way the code was entered.  Try reentering your code without any dashes or hyphens.  Also, the codes are case sensitive so be sure to enter the letters exactly as they appear.  If reentering the code doesn't work, you can give us a call and we will provide a new code that you can use.  You can reach us by calling ************** between 9 a.m. and 6 p.m. (EST).

If you have any additional questions, please let us know.  We appreciate your interest in Pampers and welcome the opportunity to address your concerns.  Thanks for getting in touch.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Hi ******

Yes, I tried to enter the code multiple times. I included the code in the complaint, so you can try it yourself.
Could you please email me a new code so I can try again?
I am unable to call the number above, because I have a full time job and two one year old girls, so I really do not have any more time to spend on this matter.

Thank you,
 ***** * *******






Business Response:

We appreciate your efforts to try to reenter the code and we’re sorry our tips didn't help.  Although we can provide new codes by phone, we're unable to send them by email.  Since you weren’t able to request the sample offer using the code that came with your with your diapers, we’ve submitted a request for you.  Please look for your samples to arrive in 6-8 weeks.

If we can be of additional assistance in this matter, please let us know.  Thanks for your interest in Pampers!

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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




2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Problem Date: 1/14/14 Purchased date: 11/2013 Payment Amount: $11 Payment Method: **** or cash I am currently on my cycle - I use Tampax and I went to the bathroom to change and i took the applicator out of its paper inserted the tampon in my vagina and when i took the applicator out i always look at it and make sure im ok and when putting it back in its empty paper i saw a hair inside the wrapper. Not my hair. I saved the hair as evidence and now I am concerned is it an animal hair or human hair - this is dealing with contaminating the tampon that i already inserted in me. I am not happy and upset and now needing to run test and make sure I am okay.

Desired Settlement: I am looking to pursue legal action and reciprocity. I should not have seen a hair inside the applicator packaging and i also went to open another one and inside there was glitter!! I was not sure what kind of tampons I had, but I am not happy and i am concerned with my overall well being in this situation.

Consumer Response: In this situation - which I have not been exposed to until now, but what would you suggest?  I f I had some type of guidance, then decisions can be made.  I am not sure what other option there is to recompense me in this matter besides taking some type of legal action... there was a hair in the packaging and that hair was touching the applicator which I already used before noticing the hair inside the package.  This is unsanitary and unacceptable.  

 
If me getting a lawyer is what I have to do then please advise and i can take matters in that direction, but as far as BBB - something needs to be done i.e. OBGYN doctor bills being paid for testing, me taking off work for going to the doctor and missing out on my hours - if there was never a hair in my tampon I wouldn't have to take time and miss out on work to handle this, stress, and me having to have paid for this product, if there are medications i need to take then that needs to be taken care of as well.  I'm being inconvenienced at the end of all this.

Business Response:

We’re very sorry to hear of the problem you reported with your recent purchase of Tampax.  Pease be assured, our products are manufactured and packaged under stringent quality control to ensure them against any defects. We appreciate the time you’ve taken to bring this to our attention and we’ve shared your report with the appropriate people in our company.  The information you provided is valuable in our continuing efforts to produce high quality products.

 

To help us gain a better understanding, we’d like you to mail the material you found, the wrapper, any remaining unused product and the original packaging. We’ve followed up separately by postal mail with prepaid mailing materials that you can use to return the requested items to us.

 

If you have additional questions or seek medical attention, please let us know. You can reach us by calling **************.  We value your loyalty to Tampax and appreciate the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  However, I havent heard from P&G, i have only heard from the BBB.  I am not sure what is the next steps either???

Regards,
****** *****




2/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted a rebate following the required steps. They did not honor it due to ¨submission was not postmarked by the specified date¨. Since I dropped the letter at the Post Office with ample time I asked when was my letter postmarked. They could not provide a date. They said they no longer had the record and that I should have responded by the date on my letter. However, there was no date on my letter. My complaint is firstly on the rebate and secondly on the service, or lack of.

Desired Settlement: I would like them to provide the postmarked date or honor the rebate of $15. I would also like them to provide additional incentives, i.e. coupons, gift certificate, for future purchases due to my wasted time.

Business Response:

Thanks for purchasing an Oral-B Healthy Clean Precision 1000 rechargeable toothbrush. We're sorry to hear of the problem you experienced with your submission for the $15 rebate and appreciate the time you've taken to bring this to our attention.  Hearing from you and other consumers helps us toward our goal of delivering top quality products, promotions and services worldwide.  Please be assured your comments have been shared with the appropriate people in our company.

We’re following up by postal mail on your request and ask that you allow 2-3 weeks for our letter to arrive.  If you need to contact us again about this, please call **************.  We value your loyalty and appreciate the opportunity to address your concerns.

 

2/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased Oral B Procare Advantage Rechargeable Toothbrush from ****** on 05-05-2013 for $99.99 + tax and a total amount of $108.64. Product literature included shows a 60 day money back guarantee for 100% refund. Returned item in original packaging to address shown in literature for returns on 06-19-2013. (Address shown is U.S. only: Attention: 60-Day Challenge - Oral-B Braun Division - The Procter & Gamble Company Sobin Park and A Street, MS 1F, South Boston, MA 02127 Included with the return was the $15 rebate check that was processed and received from ******. Spent $5.15 for the cost of return shipping - sent USPS with Tracking Number. Kept copies of all documents, receipt, manual, rebate check and letter to P & G. 08-08-2013 Contacted customer service number (###-###-####) and was told by **** in promotions he would track and notify me. (He never contacted me back). **** also told me to send copies of all my paperwork again to P & G Rebate Center Attn: **** - Money Back Guarantee 1105 SE 8th Street Grand Rapids, MN 55744 which we did. 09-09-2013 Called customer service and spoke to ******* who advised us that the information was input on 8/16/2013, nothing further was needed and and we would receive refund ASAP. 09-23-2013 Called customer service and was advised by ***** to call the promotions department at ###-###-####. 09-23-2013 Called promotions department and spoke to **** (note this is same **** I sent the documents to for the second time on 08-08-2013) who said she does not show any record of information. 09-23-2013 Spoke to ******* (****'s supervisor) who said she would check on this and call us back on 9-23 or 9-24-2013. No one called back. 01-09-2014 Sent email to "contact us" link at P & G website...http://www.oralb.com/products/electric-toothbrush/ requesting assistance, status of refund, etc. 01-14-2014: Received email response from "***" with a reference complaint number of ref:****************************, with the following reply: "Thanks for contacting Oral-B, ******! I am very sorry you have yet to recieve your refund for the product you mailed back. Due to some transitions at the agencies managing these promotions, there may be a delay in consumers receiving their pre-paid debit card. To check the status, call ###-###-####. I hope this information is helpful! *** Oral-B Team"

Desired Settlement: This has been completely unacceptable. We followed every instruction to the letter and received nothing but a run around from sub par customer service individuals. As Chief Operating officer of a large financial firm in Kansas City I don't have the time to continue to call and email for a refund that was requested over 6 months ago.

Business Response:

Thank you for your purchase of an Oral-B Professional Care Advantage rechargeable toothbrush. Were sorry you weren’t pleased with our product and regret the problem you reported with your submission for the money back guarantee offer.  We can certainly understand your frustration.  Please know we appreciate your efforts to bring this to our attention and the additional information you provided.

Your satisfaction is very important to us and we want to make sure you receive the refund you requested through the Oral-B 60-Day Challenge. Weve confirmed your submission qualified and we've taken steps to ensure it is processed as quickly as possible.  We hope youll accept our sincere apology for any inconvenience this delay may have caused you.

We value your loyalty and thank you for your patience. If we can be of additional assistance, please let us know. You can reach us by calling ###-###-####. We appreciate your interest in our products and welcome the opportunity to be of assistance to you. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

****** *****




2/2/2014 Advertising/Sales Issues | Complaint Details Unavailable
2/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB,On 12/20 I purchased a Series 7 790cc-4 Razor from Braun. Within 2 weeks the razor broke and failed to hold a charge and turn on. It is a health issue since the cleaning system that comes with the Electric Razor is similarly not working. I notified the company about this defect and they have not responded to my claim and request for replacement. Please assist me in recovering this item.Sincerely,Christopher Hunter

Desired Settlement: Dear BBB,I am asking that Braun (Proctor and Gamble) mail a new Series 7 790cc-4 Electric Razor and Cleaning System to************ ********** ***** *** ****** ****** ** *********************** (Best Contact)

Business Response:

Thanks for your purchase of a Braun 790cc-4. We’re sorry to hear of the problem you reported with your shaver and realize this is frustrating. Your satisfaction is important to us, so we appreciate the time you've taken to bring this to our attention and we've shared your concerns with the appropriate people in our company.

Please know we make every effort to produce the finest products possible and have strict quality control in place to ensure you receive products that meet our high standards. We stand behind the quality of our products and offer a two - year warranty on all of our shavers.

We’ve followed up separately on your request for replacement of your shaver and hope our response helps reassure you of our commitment to your satisfaction. If we can be of additional assistance, please let us know. We value your loyalty and appreciate the opportunity to address your concerns.

1/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I used tide pods for awhile and after 2 of the containers did not get my clothes clean or most were busted and unable to use, I called the company to tell them about there product. They apologized and said they would send replacement coupons out to us. This was months ago, after calling several times, they said they would send more out but we have not received them. I think this is unsatisfactory customer service.

Desired Settlement: We would like them replacement coupons sent out to us along with others for the time that we have spent waiting for them.

Business Response:

Thanks for your interest in Tide Pods.  Please know we have many checkpoints along our manufacturing lines to ensure the quality of our products and we’re sorry to learn of your disappointment with your recent purchase.  We appreciate the time you took to bring this to our attention and we’ve shared your report with the appropriate people in our company.       

We also appreciate your efforts to let us know you didn’t receive the coupons we offered to send after you emailed us about your experience with Tide Pods and understand your frustration.  According to our records, the coupons that were sent in October were returned to us by the U.S. Post Office because they were undeliverable as addressed.  After receiving the information you recently provided, we noticed the street address used when mailing the coupons was slightly misspelled.  We’ve corrected your address in our records and sent the coupons once again.  You should receive our letter in 2-3 weeks.

Please know we regret any inconvenience and appreciate your patience.  If you have any  questions, you can reach us by calling ###-###-####.  We value your loyalty to Tide and hope you’ll enjoy using your coupons when they arrive.

1/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had two Swiffer WetJets fail, both in the same manner. The handle has broken at the point that it curves. The first had been in service for about15 months, the second, just less than six months. I have previously written Procter & Gamble about this manufacturing weakness, with no response. Since I have had no response, I have recently requested some form of compensation from P&G for this failure, and encouraged P&G, once again, to reinforce the handle element at that point, in an effort to prevent repeated failures and disgruntled consumers. I hope you are able to get the attention of P&G, with an appropriate response.

Desired Settlement: I'd like to either get a replacement unit or credit towards a future replacement. I'd really like P&G to pay attention to improving the strength of the WetJet handle so such failures would be avoidable.

Business Response:

Thank you for your interest in Swiffer WetJet.  Were sorry to hear of the problem you experienced with the handle and understand this is frustrating.  Our goal is to produce high quality products that consistently delight our consumers and we regret this wasn't your experience.  We appreciate your efforts to bring this to our attention and want to assure you that your comments have been shared with the appropriate people in our company.
We also appreciate the time youve taken to let us know you didnt receive a response to the message you tried to send previously about Swiffer WetJet.  After receiving your note, we looked into your report to try to gain a better understanding.  While we received your recent request for assistance, regretfully, were unable to find a previous contact using the contact information provided in this note.  Please know that staying in touch with our consumers is important to us and it certainly wasnt our intention to appear dismissive of your concerns.
As promised in our reply to your recent email, on January 6 we requested a refund and a coupon to help compensate for your purchasesPlease allow 2-3 weeks for delivery by postal mail.  If we can be of additional assistance, you can reach us by email or by phone at ###-###-####.  We value your loyalty and welcome the opportunity to address your concerns. 

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Product and advertising issues. P&G advertises on tv, websites and in stores The Holiday Collection of febreze air effects and refills. When a consumer purchases a cartridge, refills are required to use the product. I have investigated all distributors and retail locations. Refills could not be found on the central part of the East Coast. For ex, ********** **** ******** ****** **** ***** ** *****. The fragrances for Holiday are glistening Pine, Winter Frost, Apple and spice, or Cranberry. This is not only false advertisement but misleads the consumer to purchase additional cartridges. Money making scheme. It's the Holiday Season-----Where are the refills? Please have P&G provide a bar code list of all refills distributed on the East Coast. P&G should make a statement to the media. It is not to late to ship the refills to the store locations at a discount. I would like a response from P&G. If found the Holiday Collection was overlooked, a requested settlement should be directed to ********* ******** Of ************ and the P***** *** **** *** *****I await a response from P&G.

Desired Settlement: Please refer to the aboveSettlement amount to be issued by BBB for charity.

Business Response:

We appreciate your interest in our Febreze products and the fragrances available in our Holiday Collection.  We’re sorry you were disappointed that you weren’t able to find refills in the holiday scents and appreciate the opportunity to address your concerns. 

Our Febreze Limited Edition Holiday Collection was available in several scents this season for products including Febreze Air Effects, Candles, Noticeables and Set & Refresh; however, due to the seasonal nature of these scents, we did not offer separate refills for the Set and Refresh version.  Noticeables refills were available in Holiday scents; however, Set & Refresh Holiday scents were only offered in our starter kits.  Please be assured we did not advertise that scents available in starter kits were also available in separate refill packages.  Refills are available for our most popular year-round fragrances for the Set & Refresh and Stick & Refresh products.  

Again, we regret your disappointment and appreciate your efforts to let us know of your interest in refills for the Holiday scents.  Please be assured your comments have been shared with the appropriate people in our company.  If you have any additional questions or concerns, you can reach us by calling ###-###-####.  We value your loyalty to Febreze and hope you will continue to enjoy using our products in the future.

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a SEVERE allergic reaction to their product. I had such an allergic reaction it landed me in the emergency room twice and medical office visitis. Their Morrocan my Shine shampoo and conditioner failed to provide information regarding allergy warnings for people with nut allergies. I have a reference number for the claim that they provided me for submitting claims for reimbursement for my medical bills, pain and suffering. I mailed them the paperwork back that they sent me certified. I have receipt that the claims have been received. I was told by ******** that all they are waiting for is my bills. I had already sent them. I even asked for a fax number. I have yet to be called back by ****. I was told that "****" was awaiting my medical bills and EOB's. After making numerous follow up calls to their ** supervisor number they gave me I have yet to receive any further communications with them. I am still suffering with the effects of the steroids and medications I had to have to reduce my anaphylatic shock reactions. I have several more months of side effects of the steroids to go through. I have more medical office visits ahead of me. I have no way of submitting future medical bills to them. I only have the ones available that I have already sent them.

Desired Settlement: I am asking for them to pay my medical bills and settlement amount for pain and suffering. I am asking for a settlement of $10,000.00. I would like to avoid legal procedings against their company and I would like to be compensated for my pain. loss of wages and medical bills.

Business Response:

We are sorry for any discomfort or inconvenience you have experienced and we appreciate your bringing this matter to our attention.  Please be assured we care deeply about the safety of our products and the people who use them.  Our products are carefully formulated and thoroughly evaluated for safety and mildness as well as effectiveness. As with all Herbal Essences products, our Moroccan My Shine with Argan Oil products meet or exceed all applicable regulatory standards and provide a complete list of ingredients on the packaging .

We appreciate your efforts to provide the information we requested to help gain a better understanding of your experience.  We received the additional documentation you recently faxed and it has been forwarded to our Health & Safety Consultants.  Our Health and Safety Consultants are reviewing your claim and will be contacting you via postal mail.  Please know we will make every effort to review your request in a timely manner; however, it may take 6-8 weeks. We appreciate your courtesy and cooperation.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Dear Better Business Bureau,

As I stated in my letter to Proctor and Gamble.  The product Morrocan my shine does not have any label or warning that the product containes a posible nut allergy warning.  I looked again tonight and photographed the bottles it does not say anywhere on the bottle it is has nut oil in it.   I did read the label prior to using the product, it only states "Aragnia Spinosa kernel Oil' in the ingredients and on the front of the bottle it states "Argan Oil".  Only after having hives so bad that it disfigured my face and limbs.  Only after having my throat start to close and going into tachycardia and having numberous injections of epinepherine, anti histamines and steroids. Only after having numerous doctor and hospital visits did I realize and think to find the time to research what Argan oil comes from.  There is no warnng to spot test, to be aware that this product contains nut oil.  Even peanut butter comes with a warning.  I do not feel that the company realizes the danger that this product is for people with nut allergies is.  I have numerous medical bills to pay, I have loss of wages from having to be home to fight the hives and allergic reactions.   I was bruised and disfigured from the swelling of the hives.  I am in a place of business where I am the first impression of the office.  I can not look bruised,swollen, and look possible contagious.  I am in a positio at work that I must have an eye for detail.  I could not go to work like that with foggy mental status from the all the antihistamines and steroids I had to receive.     I have many issues to deal with from the reaction of these products such as weight gain, hair growth from the steroids and prednisone.  I am begining to have hormone issues from all the medications and steroid I had to take to counteract the allergic reaction.  

I do not feel that the company is making any real attempt to rectify the situation.  I had already sent the company their questionaire, letter explaining in detail the issue, medical records, bills and out of pocket expenses certifed and signed received on November 5, 2013.  They have had over two months to rectify the situation.  I even called as soon as I could to the medical department of the company to speak with them about the situation in October of 2013.  They were well aware of the situation and my claim.  They are now asking for an additional 6-8 weeks to review the information that I faxed them.  The information was a duplication of what was previously sent except the addition of the Explanantion of benefits from my insurance company and currently medical bills sent certifed USPS mail.  I had already wrote the company and told them I had a deductible and told them what the amount was going to be.   I am very dissatisfied with their response to the complaint. 

Regards,

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




1/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i bout a few packs of pampers diapers which is owned by P&G so i requested a refund a few times because of course i am going to try their products again then they sent me prepaid cards for my refunds and locked them so i got ripped off. I find that very unfair that i sent money to be ripped off.

Desired Settlement: i want a refund imediatly

Business Response:

Thank you for your interest in Pampers.  We understand you’re upset your prepaid debit card was suspended and we appreciate the opportunity to address your concerns.
 
In the last few months, we detected a number of instances where either you or someone from your address has requested multiple payments. Because of this your card was suspended.  Please know our goal is to manufacture high quality products and we want you to use our brands with confidence.  Be assured you can mail P&G products to us in the future if you’re concerned about their quality and would like for us to consider a request for a refund. When mailing items we recommend using a service that offers a tracking method.  Another option is to check with the store where the product was purchased about their return policies.

 

We appreciate your past use of Pampers and hope you will continue to use them in the future. If you have any additional questions, please feel free to give us a call at ###-###-####.

1/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There was technical difficult on their website during purchasing, a message saying to try again a few seconds after placing order. So I tried twice more, as instructed. When after 20 minutes I decided to see if posted to my bank account. Three purchases of $108 were deducted from my account and only one purchase was showing on the Art of Shaving website. I called customer service, and along with a representative from my bank. Asked if my order can be cancelled, I was told no. Also, asked if they could provide my bank a letter simply stating I made one purchase only and again, was told no. I asked to speak with a supervisor or a manager and was told, no, there wasn't any available. I'm truly disgusted in there customer service. They should be ashamed of themselves. So my account was deducted $324 and I now have to wait 3 to 5 business days for them to clear things up. The only thing the company did was email me a return label to mail it back.

Desired Settlement: I would like to see a change in Customer Service. A change in there policy especially when it becomes a problem with their website and a change in cancellation policies. The order wasn't even placed an hour prior.

Business Response:

Thank you for your interest in The Art of Shaving.  We’re very sorry to learn of the problem you experienced when you placed an order on our website and regret your disappointment with the service you received when you called for assistance.  Feedback from thoughtful consumers like you helps us improve future service to others and you can be sure your comments have been shared with the appropriate people in our company.

Please know we appreciate your patience and the details you provided to help us look into this for you.  We also hope the information we provided was helpful in resolving this matter and that you’ll accept our sincere apology for any inconvenience this may have caused you.  If we can be of additional assistance, please let us know. 

1/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I washed 2 loads of laundry yesterday. Once the 2 loads were completed I noticed the first load was completely ruined with a dark blue stain all over my clothing articles. The second load had particle residue and the product melted into the clothing and stuck. It left them discolored, greasy and ruined. Between the two loads, it is about $1,000-$1,200 of personal and work clothing. I was horrified when I noticed this with my sister and husband and we all worked to lift out the stains and re-wash to remove. Although some stains lightened, none were gone completely. I contacted Tide yesterday and this morning and even after speaking to a supervisor the resolution of this was to mail off ALL my articles of clothing AND the product that ruined them and let them “test and observe them and the product to determine what is to be done about it”. I explained to the representative and the supervisor that this is completely absurd and that I would send ONE item (which is the worst item) and let them test it along with the product and that I would send pictures of the ruined items. I do not have money laying around and am wearing ruined, blued clothing as it is. I believe that providing one item, as well as the product that ruined it should suffice. I can send pictures as evidence and I really feel that with that, an item and the product that, that is fair enough. It is Christmas time and NOW is not the best time for all of this to happen but asking me to ship off ½ of my wardrobe is (in my opinion and my husband’s opinion) completely absurd. I would be left with very little to wear. I need something to be done about this because I feel as if I am being taken complete advantage of and I cannot imagine that anyone would ship off ½ their wardrobe to tide so they can experiment with it. Especially if in return they will get MAYBE 30% of the cost back.

Desired Settlement: I would like a good percentage of my money back for my ruined clothing. I would like AT LEAST $600.00 for my clothes which cost in upwards of $1,200.00 otherwise I will continue this process as long as I need to to get where I need to be.

Business Response:

We’re very sorry to hear of the stains you reported on your clothing and understand why this would be upsetting to you.  Please know we regret your disappointment with the service you received when you contacted us for assistance and appreciate the additional opportunity to address your concerns.

 

If you haven’t already done so, we suggest re-washing the garments in small loads with your laundry detergent and a stain treatment – this should help remove the stains. We’re following up separately by email with stain removal tips which we hope you’ll find useful.  If you’re unable to remove the spots using the suggested methods, please follow the instructions we’re sending by postal mail for submitting a claim. Once we receive the requested items, we ask that you allow 6-8 weeks for evaluation of your claim.

 

Please let us know if you have any questions. You can reach us by calling ************** or by replying to our email.  We value your loyalty to Tide and look forward to hearing from you.

1/2/2014 Problems with Product/Service | Complaint Details Unavailable
12/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Improper advertising

Desired Settlement: Call me for mediation , and discontinuation of Monkey symbol

Consumer Response: I tried to resolve this matter with Luvs Diapers and I was told to send all complaints to Procter & Gamble . I was misled to purchase their product by false advertisement , I send an email requesting a refund and expressing the false advertising and they havent responded back . I included the upc code of my purchase ************* 

Business Response:

We’re sorry you were disappointed with your purchase of Luvs.  Please be assured your comments have been shared with the appropriate people in our company.

We’ve followed up separately on your request for a refund.  You can expect to receive our letter via postal mail within 2-3 weeks. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

*** *******


I asked for someone from Luvs to contact me personally and that has not happen , everyone I have spoken with always told me they will forward my concern . I would like to be treated like a human and not the graphics on their product.  So I would like for someone to contact me ! 

Consumer Response: I dont accepted response cause the company never call me an apology about this issue.

Business Response:

We hope you’ll accept our sincere apology for your disappointment with your purchase of Luvs.  Please know we appreciate your interest in our diapers and the time you’ve taken to discuss your concerns with us.

 

12/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased and installed a Fabreze Car Freshner in my new 2013 ******** *** yesterday. The Car Freshner leaked overnight down the glove compartment staining a 2 inch by 12 inch area. Multiple attempts to clean and remove the stain have been unsuccessful. It appears the stain is permanent.

Desired Settlement: I am requesting either repair or replacement of my glove compartment. The company should provide a warning on their product box in the event the car freshner liquid leaks on your car dashboard or glove compartment. I definitely would not have purchased the item if I was aware there was possibility of a permenant stain.

Business Response:

Thank you for your recent purchase of Febreze Car Vent Clip.  We’re very sorry to hear of your experience and understand why this would be upsetting to you.  Please be assured we have many checks in place from product design through manufacturing to ensure the quality and performance of our products.  Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure your report has been shared with the appropriate people in our company.

Your satisfaction means a great deal to us, so we are following up separately about your experience and request for compensation.  If you have additional questions or concerns, please let us know.  We value your loyalty to P&G products and appreciate the opportunity to address your concerns. 

12/23/2013 Problems with Product/Service | Complaint Details Unavailable
12/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Braun 590 shaver for $200, and at the same time I was returning products that totaled $97 that I had purchased a few days earlier. With tax my total credit card charge was $112.01. Braun offers a 60 day money back guarantee. I mailed my product in for the 60 day money back guarantee, and only received a prepaid visa debit card for $112 that expires in 6 months. They said the $97 in returns did not count.

Desired Settlement: I want a refund check for the total amount that I paid for the shaver with tax, which is $217.50. I do not want the $112 prepaid visa debit card.

Business Response:

Thank you for deciding to try a Braun shaver.  We’re sorry to learn of your disappointment with your purchase and deeply regret the problem you experienced with your submission for our 60 Day Money Back Guarantee. Your satisfaction is very important to us, so we appreciate the time you’ve taken to bring this to our attention.

We also appreciate your willingness to provide the information we requested so we could look into this for you.  After we received the documents you sent to us, we requested an additional prepaid debit card in the amount of $105.49 to ensure you’re fully reimbursed for your purchase.  Please look for the card to arrive within the next 2-3 weeks.  We hope you’ll accept our apology for any inconvenience this may have caused you.

If we can be of additional assistance, please let us know.  We can be reached by calling ###-###-####.  We value your loyalty to P&G products and welcome the opportunity to address your concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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




12/17/2013 Problems with Product/Service | Complaint Details Unavailable
12/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought the anti-perspirant & deodorant Old Spice FIJI, I order 4 units of the product through a ******** store (on line) I was surprised to received the product looking VERY SIMILAR, but this new one had a red cap and It actually is an old product that they used to sale many years ago, they just change the packaging in a very deceiving way to confuse costumers. I called on December 6, (the same day I received my order) to check why there was a misrepresentation of this product. I asked for the spanish operator, she told me they have so many products that she did not know what I was talking about, she put me on hold for at least 10 minutes and she never came back to me. I decided to hung up the phone after waiting for enough time, then I decided to call back and talk with an operator this time in english, It seemed to me that they though since this person speaks spanish we can just play him around. Well too bad because surprisingly in the english side they did the same, and they were asking me what was my question. I asked to talk to a supervisor, and I got this rude woman on the phone "********" who really should be working on a farm with cows and horses and not with customers, HORRIBLE customer service agent... specially when the same company PROCTER & GAMBLE, CINCINNATI, OH has on the back of their product a phone number for questions. My questions at that moment were only two: Why I did not received what I bought? Why do they have two different products looking the same when they are completely different? Well, now I did not have an answer for my questions but instead now I have more: Why this company does not hire professional people for customer service? Was this a discrimination issue since I was trying to talk at the beginning in Spanish? why the company misrepresent a product?, why do they blame it on the retailers and do not take responsibility as a company? and the questions could continue ... I wish I could return the merchandise because I DO NOT USE the deodorant Old Spice FIJI, I use the Anti-perspirant & Deodorant Old Spice Fiji ...It does not sound as confusing as It looks, with the same colors, the same names, the same company but DIFFERENT product. Shame on PROCTER & GAMBLE!

Desired Settlement: I would like to send this 4 deodorants back and get my 16 dollars back, it just a question of principle not about the money, but since I am sure they will not send me my money and it is more expensive the shipping fees (that I already paid through ******** for sending the product to me) to send them back, I guess I will have to tossed them, lose my money, keep in mind the bad experience and just do not buy this deceiving product anymore. I would suggest to the CEO of this company to remove the phone number from the back of his company products so the "customer service ladies" do not get upset for getting a call with a comment and a suggestion and I will suggest the CEO to take a look, a very close one to the people ***** has on the customer service department, after the way I was treated on the phone by "Vannessa" "Shirley" and the WORST, an allegedly supervisor "********" This situation only shows that in this company they had sent their employees to the same academy to learn how to deal with customers, because they really do it in the same way: POORLY. An apology letter is not necessary!

Business Response:

Thank you for your recent purchase of Old Spice Fresh Collection Fiji Scent.  We’re sorry you weren’t pleased with the product you received.  Please know our consumers mean a great deal to us and our goal is to provide excellent service to all who reach us.  We deeply regret your disappointment with the response you received when you called for assistance and appreciate your efforts to bring this to our attention.  Feedback from thoughtful consumers like you helps us improve future service to others and you can be sure your comments have been shared with the appropriate people in our company.

When shopping in the future, it may be helpful to know the Fresh Collection Fiji scent is available in two versions.  In addition to the antiperspirant/deodorant product with the cream colored cap, we also offer a deodorant version with a red cap. 

Because your satisfaction is important to us, we’re sending coupons for replacement product.  Please allow 2-3 weeks for our letter to arrive.  If we can be of additional assistance, please let us know.  You can reach us by calling ###-###-####.  We value your loyalty to Old Spice through the years and welcome the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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




12/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used to purchase Pampers diapers for my babies, I loved these diapers when I had my first child. I stocked up on 6 boxes of the Economy Pack plus a few months ago since I was having my second. My newest started using these diapers and for some reason he would just cry and cry. We didn't know what the problem was, we checked everywhere. There were rashes and red blisters around his butt and upper thighs. We emailed once before, with no avail. I told them that my first child never had this issue, and we were always loyal pamper customers. We just wanted an answer to why there were these rashes and blisters!!!!! We got nothing. They just told us to use extra baby powder around the area...as if we already didn't know that? And that they would send a coupon. A coupon isn't going to help my baby's rashes and blisters. We gave the diaper one last try but our son wasn't having it and neither were we. There were more rashes and blisters. I asked a couple of my friends if they had this problem with the ******* brand and they said no. Me and my husband purchased your pampers diapers that we used to love so much, but now we want nothing to do with these. We want a full refund for all the pampers we bought. We didn't even have the heart to donate them because we didn't want another baby to get the same type of skin reaction, we threw them away. We are so disappointed with your company.

Desired Settlement: A full refund for the 6 economy boxes we bought. As well as an explanation as to why there was a reaction like that.

Business Response:

Thanks for choosing Pampers for your children.  We value your loyalty through the years and we’re sorry to hear of your younger child’s experience. I’m sure it was upsetting and we certainly share your concern. We hope your son is feeling better.
 
Please be assured our Pampers diapers are safe. We partner with leading pediatricians, pediatric dermatologists, and safety experts to confirm all the materials we use in our diapers are safe for babies. Before any baby uses our products, we conduct a detailed safety assessment, as well as ongoing checks during production, to ensure our highest safety standards are met.
 
It’s important for us to be aware of concerns about our products, so we appreciate your efforts to bring this to our attention and we’ve shared your comments with the appropriate people in our company.  Since you indicated you were disappointed with our response to an email you sent to us previously to notify us of your experience, we checked our records in an effort to gain a better understanding.  Regretfully, we were unable to find a prior contact using the contact information included with this message.  If you provide the email address you used with your previous correspondence, we would be happy to research further.

Your satisfaction is important to us, so we’re following up separately by email on your request for a refund.  Meanwhile, please save any remaining unused product and its packaging in case we need to retrieve them.  If you have any questions, please give us a call.  We appreciate your interest in our products and welcome the opportunity to address your concerns.

12/10/2013 Delivery Issues | Complaint Details Unavailable
12/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I didnt know this company owns pampers diapers also , I usually purchase Huggies but I purchase pampers , cause they were cheater and my one sons got blisters and a rash on his butt , I am so ***** cause I already have pending complaints on this company for different issues .

Desired Settlement: A refund for $34.67 for the box I purchase , and some sort of compassion for the pain and suffering my son going thur with rash and blistering their cause him .

Business Response:

We’re sorry to hear of your son’s experience. I'm sure this was upsetting and we certainly share your concern.  We hope he is feeling better.
 
Please be assured our Pampers diapers are safe. We partner with leading pediatricians, pediatric dermatologists, and safety experts to confirm all the materials we use in our diapers are safe for babies. Before any baby uses our products, we conduct a detailed safety assessment, as well as ongoing checks during production, to ensure our highest safety standards are met.
 
Your satisfaction is important to us, so we’re following up by postal mail on your request for a refund.  Please allow 2-3 weeks for our letter to arrive.  Meanwhile, please save any remaining unused product and its package in case we need to retrieve them.

Again, we are sorry you had this experience.  If you have any additional questions or concerns, please give us a call. We appreciate your interest in our products and welcome the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,
*** *******



12/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Buenas Dias; En febrero 27 de 2013 llame a pampers, informe que encontre varios pampers con una mancha roja que parecia sangre y que a mi bebe le habia dado unas ronchas en sus nalguitas, me ofrecieron disculpas, me preguntaron si lleve mi bebe al medico y me indicaron que me enviarian unos cupones, me informaron que adicionalmente me enviarian un sobre para que enviara un pampers manchado para ellos enviar a laboratorio, le indique que no lo lleve al medico. Que lo limpie con alcohol y le heche una crema que traje de ******** y se llama (******** ** *****). La mujer que me contesto me dijo que podia volver a llamar y me informarian de que se trataba, (me informaron que mi queja quedaba registrada con el siguiente numero ********). En Agosto me surge un Nuevo inconveniente, mi bebe le salieron unas ronchas entre las piernitas y sus partes intimas, parecian como barros de los que salen en la cara y lo lleve al doctor el 21 de agosto de 2013, el doctor me informa que era un hongo por los pampers, me indico que cortara la franja de adentro de los pampers para que no cogiera calor, me dice que es mejor no usar mas este producto. Me indico que aqui se le llama baby ras. Le receto una crema para hongos (******** cream). Llame a pampers nuevamente, me contesto ********, le indique lo que sucedia, me dijo que descontinuara el producto. Le informe lo que dijo el doctor y le dije que en febrero me habia sucedido algo y que me habian mandado cupones y un sobre para que mandara un pampers, que yo queria saber cual era el resultado de la investigacion de laboratorio, ella me dice que no encuentra informacion al respecto y me pregunta que si yo queria un cupon. Dandome a entender que yo llamaba era por cupones. Le dije si quiere mandelo, pero a lo que me refiero es que en febrero me sucedio algo y como no sabia como se manejan las cosas aqui, no me informe y siento que simplemente me callaron mandandome unos cupones, como no entendia el nombre de la crema en la receta volvi a llamar mas tarde y contesto **** le indique todo nuevamente y le dije que me comunicara con un supervisor, me dijo que el supervisor estaba en una reunion, tomo mi numero de telefono, el caso es que me moleste mucho y llame en varias veces exigiendo respuesta de laboratorio. Despues me llamo me llamo una senora Vida, esta supervisora verifico el caso, nuevamente me ofrecio disculpas y me dijo que ellos verificaban muy bien el producto antes de sacarlo al Mercado, le pedi que por favor escalara el caso con el personal de laboratorio para que les indicaran sobre mi caso, le dije que si queria le enviaba un pampers para que verificaran que tenia porque mi bebe no tenia nada y en el ultimo paquete que abri fue cuando le empezo ese hongo, entonces me dijo que ellos no eran doctores, que solamente verificaban que el pampers estubiera bien armado. (Entonces por que en febrero me dijeron que si me decian de que se trataba, Ellos graban todas las llamadas). Le indique que esperaria respuesta pocos dias y que iba asesorarme con un abogado, ella como desafiante me indico que si era asi no podia seguir hablando conmigo y me informo la direccion donde debia dirigirse mi abogado, le reitere que para mi lo primero es la seguridad de mi hijo y no solamente yo como madre utilize este producto. Que estaba alarmada, preocupada porque no se trata solo de un bebe si no de muchos. Dias despues me volvio a llamar la supervisora vida, me dijo que estaban escalando el caso y me quizo volvetear las cosas. Nuevamente le dije que no se trataba de demandar y listo. Le dije lo primero es la seguridad y salud de mi hijo, le dije quien me va a responder por el hongo que le dio a mi bebe, le quedo la piel manchada, le puse un ejemplo diciendole que si yo usaba crema para la cara que venia separa en bolsas individuales y al abrir una de ellas me la untaba y me salia un hongo, para mi esa bolsa tenia algo. Ella me quizo volvear todo diciendome, pero hay mucha gente que no sufren de alergias y en cualquier momento les da alergia de polen, de inmediato le aclare hablo de un hongo no de una alergia, incluso le indique que hice la prueba con mi bebe cuando le heche la crema le segui colocando esos pampers y el hongo no se iba, fui a la tienda y compre de otra marca y alos 3 dias ya estaba seco. (En agosto 21, me informaron que mi queja quedaba registrada con el siguiente numero ********) Ellos graban todas las llamadas y con estos dos numeros estan las grabaciones de las llamadas. Realmete estoy muy preocupada porque hay muchas madres que como yo confiamos en ese product, ademas soy muy pendiente de cambiarle el pampers maximo cada dos horas, incluso aveces lo cambio a la hora si le siento orines y pasamos en el apartamento con el aire todo el tiempo, no hay forma de que se acalore con el pamper. Mi pregunta es: quien responde por las manchas que le quedaron a mi bebe? Tambien le hice la observacion que las tohallitas humedas las sigo usando porque son muy buenas y no he tenido problema con ellas. Acontinuacion adjunto las pruebas. Gracias por su ayuda.****** ****** - Cel *** ******* - *** **** ********* ** ***** ***** ** ***** Apto ***

Desired Settlement: Exijo una respuesta de laboratorio sobre los estudios que se realizaron en febrero y exijo tambien solucion por los danos causados a mi bebe por el hongo y las machas que le quedaron en su piel y a mi porque quede extremadamente preocupada, ya que no solo yo use estos productos, hay muchas madres que tambien confian en pampers el bienestar de sus hijos y no es justo que se quieran lavar las manos diciendo que ustedes revisan el producto antes de sacarlo al Mercado como me dijo la supervisora vida. Si lo hicieran con mucho mas cuidado esto no pasaria. Incluso aun conservo un pamper que no tiene ni el codigo. Gracias.

Business Response:

Lamentamos oír de su experiencia con Pampers y esperamos que su hijo se sienta mejor. Entendemos su preocupación y queremos asegurarle que hemos realizado exhaustivas investigaciones en el desarrollo de nuestros productos para asegurarnos que son seguros y suaves en la piel del bebé.

En Pampers, la seguridad es nuestra prioridad número uno. Los materiales en nuestros pañales han sido evaluados y clínicamente probados para ser seguros y compatibles con la piel. Nos asociamos con pediatras líderes, pediatras dermatólogos  y expertos en seguridad para confirmar que todos los materiales que utilizamos en nuestros pañales son seguros para los bebés. Antes que cualquier bebé use nuestros productos, llevamos a cabo una evaluación de seguridad detallada, así como continuas evaluaciones durante la producción, para asegurarnos que se cumplan nuestros más altos estándares de seguridad.

Lamentamos que aun con el cuidado que tenemos al producir nuestros pañales, usted notó manchas en algunos de los pañales que compró en Febrero. Apreciamos su esfuerzo en dejárnoslo saber y su paciencia mientras evaluamos el pañal que nos regresó para evaluación. Nuestro equipo de Control de Calidad ha concluido su investigación en el pañal y se determinó que la mancha marrón/roja fue causada por nuestra fragancia. Aunque no es frecuente, esto sucede ocasionalmente con nuestros materiales. Por favor este tranquila que el pañal es seguro para usar y puede esperar el mismo desempeño de siempre.

Una vez más, sentimos que haya tenido esta experiencia. Hemos reportado sus comentarios a nuestro equipo de Salud y Seguridad. Por favor, este segura que valoramos su lealtad a Pampers y estamos dedicados a proveer productos que son seguros y de alta calidad a los padres. Como gesto de buena voluntad, estamos enviando cupones que esperamos considere usar. Si tiene preguntas adicionales, puede comunicarse con nosotros llamando al número gratuito que aparece en nuestro paquete.

Gracias por ponerse en contacto con nosotros.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Good afternoon,
I disagree with the answer they give me pampers because the October 11 call me Mrs. *******, she was the representative said that I had pampers laboratory response pampers you submit in February and asked if he had any other problem with the product, I said no, that even still use the wet tohallitas because they are very good and have had no problems with them, then told me laughing so if you want I send you some coupons, and would like to answer. No, I wish you as company send, it is your decision but I tell them to send me coupons NO. Then I insisted to accept coupons and said that it was up to them, but I did not put the complaint in coupons but by concern for the health of my baby, I even told my baby had stains between his legs and said oh and you do not take him to the doctor after the fungus, I said no, the only thing to say is I'm sorry.
There ay a question that if it is true what you say pampers response.
In my address (*** **** ********* ** ***** **** *** ***** **t ***) I to come pampers mail giving me any written response.
Mrs. ******* I wonder that if I had already bbb answer, I said no and thanked him for his call but I was waiting for the response of the bbb and bbb I abide by them before because I they responded.
 
Thank you.
****** ******.

Buenas tardes, 
no estoy de acuerdo con la respuesta que me dan de pampers porque el 11 de octubre me llamo la señora *******, ella me dijo era la Representante de pampers que me tenía la respuesta de laboratorio del pampers que envíe en febrero y  pregunto si tenía algún otro inconveniente con el producto, le dije que no, que incluso sigo usando las tohallitas húmedas porque son muy buenas y no he tenido problemas con ellas, entonces me dijo riéndose entonces si usted quiere yo le mando unos cupones, le gustaría  y le conteste. No, sí ustedes como empresa  lo desean enviar, es su decisión pero que yo les diga que me envíen cupones NO. Entonces me insistió para que aceptara cupones y le dije que eso era decisión de ellos, pero que no puse la queja por cupones sino por la preocupación de la salud de mi bebe, incluso le dije que mi bebe tenía manchas entre sus piernitas y me dijo ah y usted no lo llevo al médico después de el hongo, le dije que no, lo único de dijo es lo siento. 
Allí ay una pregunta que si es cierto lo que dice la respuesta de pampers.
En mi Dirección ( *** **** ********* **  ***** **** *** ***** **** ***) No me a llegado ningún correo de pampers dándome respuesta por escrito. 
La señora  ******* me pregunto que si el bbb ya me había dado respuesta, le dije que no y que le agradecía su llamada pero que yo quedaba a la espera de la respuesta del bbb y que me rijo por el bbb ya que ellos antes no me dieron respuesta.
 
Gracias.
****** ******. 
Enviado desde mi iPad
 




Business Response:

Lamentamos que esté insatisfecha con nuestra respuesta y apreciamos esta nueva oportunidad de resolver sus preocupaciones.

Una vez más, queremos pedir disculpas por la demora en responder a su reporte en febrero sobre la mancha que notó en uno de los panales Pampers Swaddlers. Puede estar segura que el pañal que usted nos envió fue evaluado por nuestro personal de control de calidad. El análisis determinó que la mancha fue causada por la fragancia que añadimos a nuestro producto. Aunque es raro, esto puede suceder de vez en cuando y queremos asegurarle que un pañal en esta condición es seguro de usar.

También queremos que sepa que lo sentimos si se sintió ofendida cuando ofrecimos enviar cupones para paquetes gratuitos de las toallitas húmedas Pampers. Dado que usted indicó que le gusta usar nuestras toallitas húmedas, ofrecimos los cupones como un gesto de buena voluntad. Si usted no ha recibido nuestra carta aún, por favor espere que le va a llegar pronto.

En Pampers, muchos de nosotros somos padres y compartimos su profunda preocupación por la seguridad y salud de los bebés. Entendemos que usted se puso en contacto con nosotros porque estaba preocupada por la salud de su hijo. Es por esta razón que reportamos sus comentarios a nuestro equipo de Salud y Seguridad y enviamos un paquete por correo para que nos devolviera el pañal para su evaluación en febrero. Dado que valoramos su lealtad, también enviamos cupones de reemplazo para pañales cuando nos informó de su experiencia con los pañales Pampers Swaddlers y Cruisers.

Es importante que sepa que todos los materiales en los pañales Pampers han sido evaluados y clínicamente probados para ser seguros y compatibles con la piel. Desafortunadamente, la dermatitis del pañal es bastante común. Si usted nota que el área del pañal de su bebé se ve un poco enrojecida o irritada, lo más probable es que es dermatitis del pañal. Puede ser el resultado de muchas cosas y el médico de su bebé es la mejor persona para aconsejarla sobre la causa del problema y la mejor forma de tratarlo. Si tiene preguntas sobre el problema que su hijo experimentó, podría hablar con su pediatra.

Apreciamos sus esfuerzos por dejárnoslo saber y esperamos que siga utilizando Pampers en el futuro. Si podemos ayudarle más con alguno de nuestros productos, puede contactarnos llamando al número gratuito que aparece en nuestro paquete. Gracias por elegir Pampers para su hijo.

Translation:
We regret your disappointment with our response and appreciate the additional opportunity to address your concerns.

Once again, we want to apologize for the delay in responding to your inquiry in February about the spot you noticed on a Pampers Swaddlers diaper.  Please be assured the diaper you returned to us was evaluated by our Quality Assurance personnel.   Their analysis determined the spot was caused by the fragrance we add to our product.  Although it is rare, this can happen on occasion and we want to assure you a diaper in this condition is safe to use. 

We also want you to know we are sorry if you were offended by our offer to send coupons for complimentary packages of Pampers Wipes.  Since you indicated you enjoyed using our wipes, we offered the coupons as a gesture of goodwill.  If you haven’t received our letter yet, please look for it to arrive soon.

At Pampers, many of us are parents and we share your deep commitment to the health and safety of babies.  We understand you got in touch with us because you were concerned about your son’s health. It is for this reason that we reported your comments to our Health and Safety Team and sent mailing materials to you in February so you could return the diaper for evaluation.  Since we value your loyalty, we also sent coupons for replacement diapers when reported your experience with Pampers Swaddlers and Cruisers diapers.  

It’s important to know all the materials in Pampers diapers have been evaluated and clinically tested for safety and skin compatibility.  Unfortunately, diaper rash is quite common. If you’re noticing your baby’s diaper area looks a little red or irritated, chances are it is diaper rash.  It can be a result of many things and your baby’s doctor would be the best person to help advise you on the cause of the problem and how best to treat it. If you have questions about the problem your son experienced, you may want to speak with your pediatrician.

We appreciate your efforts to bring this to our attention and hope you will continue to use Pampers in the future.  If we can be of additional assistance with our products, you can reach us by calling the toll free number on our package.  Thank you for choosing Pampers for your son.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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


Buenas noches,

Les informo que a mi apartamento en (*** **** ********* ** ***** **** ******* ***** *********** *** ) no me a llegado absolutamente nada de parte de pampers. La Señora ******* decía que pronto iba a llegar correspondencia y no a llegado nada. Estoy esperando. Gracias.
 
 
****** ******. 



Business Response:

Sentimos mucho que no recibió los cupones que les ofrecimos enviar y agradecemos sus esfuerzos para traer esto a nuestra atención. Después de recibir su mensaje, revisamos nuestros archivos y nos enteramos que la carta que le enviamos el 14 de Octubre fue devuelta a nosotros porque no habíamos usado el número del apartamento completo. Queremos asegurarnos de que usted reciba los cupones, así que hemos corregido la dirección en nuestros archivos y les enviamos los cupones de nuevo el 12 de Noviembre. Usted debe recibir nuestra carta dentro de las próximas semanas. Por favor, acepte nuestras disculpas por el retraso.

Translation:  We are very sorry you didn’t receive the coupons we offered to send and appreciate your efforts to bring this to our attention.  After receiving your message, we checked our records and learned the letter we sent on October 14 was returned to us because we did not use the complete apartment number.   We want to make sure you receive the coupons, so we corrected the address in our records and reissued the coupons on November  12.  You should receive our letter within the next few weeks.  Please accept our sincere apology  for the delay. 

12/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Oral B a division of Proctor and Gamble back in September in Regards to My Deep Sweep 5000 Electronic Toothbrush to get an address to send the it in because it was not holding a charge. To find out a week and half ago that they cannot find my toothbrush and will not help. I called the number to the Corporate number in Cincinnati OH to see if they had an Executive department that could help me I was told I had to send a fax and that I have done and I still have not received an answer from anyone in regards to my concern and that is not fair and I do not know what to do anymore.

Desired Settlement: I want my toothbrush replaced that the service center claims that they cannot find.

Business Response:

At the outset, we want to thank you for your loyalty to Oral-B products.  Your satisfaction means a great deal to us, so we appreciate your efforts to get in touch with us in September to let us know of your disappointment with your Oral-B Deep Sweep Rechargeable toothbrush. 

We’re sorry your toothbrush wasn’t holding a charge for the length of time you expected it would.  We certainly understand your frustration in learning our service center didn’t receive the product you reported mailing for repair or replacement under the warranty and we’d like to assure you our service center personnel checked for your package on multiple occasions. To date, we don’t have a record of receiving your package. Without a tracking number we’re unable to determine what may have happened to it.

Please know we appreciate the time you’ve taken to provide additional information and your patience while we reviewed the matter.  We’re following up separately by postal mail and hope our response reassures you of our commitment to your satisfaction.  If you have additional questions, you can reach us by calling ###-###-####

12/2/2013 Problems with Product/Service | Complaint Details Unavailable
11/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have noticed the last couple of times I have bought Puffs Tissue they have been cheapened. They just don't have the strength or softness I am use too. So I have gone back to ******* Tissue just thought you might want to know this. Thank You **** ******

Desired Settlement: For your information

Business Response:

Thank you for choosing Puffs facial tissues to use in your home.  We’re sorry you were disappointed your recent purchases of our tissues.  Please know our goal is to manufacture high quality products that consistently delight our consumers and we have many checkpoints along our manufacturing lines to ensure their quality.  We appreciate the time you've taken to bring this to our attention and we've shared your comments with the appropriate people in our company. 

If you're currently using Puffs Basic and would like a thicker product, you may want to try Puffs Ultra Soft & Strong.  Because your satisfaction is important to us, were sending you a coupon for replacement product.  Please allow 2-3 weeks for delivery by postal mail.

Please let us know if we can be of additional assistance.  You can reach us by calling **************.  We value your loyalty and appreciate the opportunity to address your concerns.

11/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I really don`t know if this is the right office where to AIR my dissatisfaction with this product 
[febreze air effects//spring & renewal]Air Refresher Ambientador net wt 9.7 oz[275 g]...this wasdistr.by/PROCTER & GAMBLE---CINCINNATI,OHIO 45202...THE SPRAY MECHANIZM ON THIS PROCDUCT OR THE TRIGGER WORK FOR ABOUT 4 TO 5 TIMES THEN IT WON`T SPRAY ANY LIQUID LEFT ON THE CAN WHICH IS STILL ABOUT FULL...THIS HAPPENED QUITE OPENLY...
LOOKING FORWARD TO AN EXPLANATION OF THIS PROBLEM.. 
respectfully

Desired Settlement: I KEEP ON BUYING THIS PRODUCT BECAUSE IT REALLY SMELLS GREAT...PLEASE DO SOMETHING ABOUT THIS TRIGGER MULFUNCTION... 

Business Response:

Thanks for your interest in Febreze products.

We’re sorry your can of Febreze Air Effects stopped dispensing.  We have many checks in place to ensure both the quality of our products and packaging, so we appreciate the time you've taken to bring this to our attention. Please be assured your comments have been shared with the appropriate people in our company.

With limited information, it's difficult to determine what may have caused the problem you reported.  For the best results, we recommend you hold the can upright and spray the air in a sweeping motion from side to side; do not spray downwards towards the ground as this will cause the can to lose pressure and stop spraying.  Also, the aerosol loses pressure near the bottom of the can, so there may be a small amount of product which you cannot get out of the can. We overfill the can to make up for this.

We hope this information is helpful and because your satisfaction is important to us, we're following up by postal mail with coupons.  Please look for our letter to arrive within the next 2-3 weeks. 

If you have additional questions or concerns, please let us know.  You can reach us by calling ###-###-####.  We value your loyalty and welcome the opportunity to address your concerns.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. 


I DISAGREE WITH THIS EXPLANATION....I`M 67 YEARS OF AGE AND A DISABLE AMERICAN VETERAN AND DON'T HAVE TO BE LECTURED ABOUT THE RIGHT WAY TO SPRAY OR USE AN AEROSOL CAN OF THIS NATURE...OVERFILLING AN AEROSOL CAN TO MAKE UP FOR EXTRA PRESSURE DOES NOT MAKE ANY SENSE MAKING THE CAN DANGEROUS OF EXPLODING ESPECIALLY ON HOT SUMMER DAYS...I ALSO KNOW HOW MUCH I'VE USED OUT OF THE CONTENT OF SAID CAN AND I ASSURE YOU THAT IT IS STILL NEAR FULL CAPACITY...ANYWAY, THANKS THAT YOU'RE GIVING ATTENTION TO THIS INCIDENT AND FINDING WAYS TO IMPROVE THE SAID PRODUCT CONTAINER TRIGGER SPRAYER...

RESPECTFULLY,

 

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

 

 

 

 

 

 

 

 

Business Response:

We’re very sorry to hear of the problem you experienced with your can of Febreze Air Effects and hope you’ll accept our sincere apology for your disappointment with our response.  We appreciate your efforts to get back in touch and welcome the additional opportunity to address your concerns.

As a company, we’re dedicated to making high quality products.  We share your disappointment that the can you purchased stopped dispensing after 4 or 5 uses and appreciate the time you’ve taken to let us know.   Feedback from thoughtful consumers like you is important to our ongoing efforts to maintain our high standards and we’d like to assure you that we’ve shared your report with the appropriate people in our company.

Please know we regret any confusion regarding the amount of product in the can.   What we meant by “overfill” was there’s actually more product in the container than the amount noted on the label.  The weight noted on the label is determined by the amount of product that can actually be dispensed, not the amount available in the container.  There may be a small amount of product left behind in the can which cannot be dispensed due to the aerosol losing pressure when it gets near the bottom of the can.

Ensuring the safety of our products and packaging is a requirement for conducting responsible business, and an essential element of building and maintaining public trust in our products. Beyond establishing the safety of our products, P&G complies with applicable legal requirements in its markets around the world.

Because your satisfaction is important to us, we’ve sent coupons for replacement product via postal mail.  If you haven’t received our letter yet, you can expect it within the next two weeks.  Please let us know if we can be of additional assistance.  We value your loyalty to P&G products and hope this helps reassure you of our commitment to your satisfaction.

11/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Sir/Madam, There was one rebate offer from P&G (get $15 back by mail when you purchase Venus, Secret... products). I made qualified purchases and mailed my rebate form with the original UPCs and receipts to the address required. However, I haven't received the $15 back after 4 months. I called the number ************** again and again. The number seems an empty number. I have no way to contact P&G to check the rebate information. It doesn't require us to check the rebate information within 8 weeks. Rebate information from other company (like *****r) can be tracked for 1 year. Since I couldn't get contact with that rebate center, I have to contact BBB to complain. Thanks for your work.Sincerely,LX

Desired Settlement: I hope P &G can check my rebate status and find out what was wrong with it. I also hope my rebate will be approved and get the money back.

Business Response:

Thank you for choosing Venus and Pantene products to use in your home.  We’re sorry to hear your report of not receiving a $15 rebate after submitting for the Best In Beauty Offer.   We appreciate the time you’ve taken to bring this to our attention and the opportunity to look into this for you.

Our records show your submission qualified for the rebate and a prepaid debit card in the amount of $15 was mailed to your address on July 11, 2013.  We regret you didn’t receive the card and want to help.  As a gesture of goodwill, we’ve requested a replacement card in the amount of $15 for you.  Please allow 2-3 weeks for delivery. 

If we can be of additional assistance with this matter, please let us know.  You can reach us by calling 1-************.  We value your loyalty and hope this helps reassure you of our commitment to your satisfaction.

11/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:  I have been using puffs for quite a few years-now all of a sudden something is wrong with the tissue-I usually buy the aloa vera or lotion box to keep my nose from getting raw from all of the use of it. Now the tissue is different-it is not too soft anymore which it always was before. Did you change the softness of it or the size of the tissue? it is no longer soft to the touch of my nose=what has happened to it? If you have changed the chemical of the tissue, why did you do that and please change it back to the way it use to be. 

Desired Settlement: Thank you for listening to be and I will be waiting for your answer. 

Business Response:

Thank you for choosing Puffs tissues to use in your home.  We’re sorry you received Puffs Plus Lotion facial tissues that don’t feel as soft as expected and want to assure you we haven’t made any recent changes to our product.  We have strict controls to check the quality of our products throughout the manufacturing process, so our tissues should reach you in the best possible condition.  We regret your disappointment and appreciate your efforts to bring this to our attention.  Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure your report has been shared with the appropriate people in our company. 

Your satisfaction means a great deal to us, so we stand behind the quality of our products.  We’d like to send a coupon for replacement product, but we don’t have your postal address.  We’ve followed up separately by email with a request for additional information so we can follow up with you.  If you have additional questions, you can reach us by calling ###-###-####.  We value your loyalty and appreciate the opportunity to address your concerns.

11/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A FEW MONTHS AGO I WENT TO CHANGE MY SONS DIAPER 15 MINUTES AFTER I HAD JUST CHANGED IT AND NOTICED A BLISTERY SORE ON HIS UPPER THIGH ON HIS BUTTOCKS. THIS SORE THEN TURNED INTO A OPEN SORE, AFTER HAVING A FEW PEOPLE LOOK AT IT I LEARNED IT WAS A CHEMICAL BURN. I CONTACTED THE CPSC AND ALSO PAMPERS ABOUT THIS INCIDENT AND FILED A COMPLAINT. PAMPERS DIDN'T DO ANYTHING OTHER THAN SEND ME 3 $10 OFF COUPONS TO USE ON THEIR DIAPERS. I DECIDED TO TRY THEIR DIAPERS AGAIN SINCE I HAD SO MANY STILL. ON 10/5 I WENT TO CHANGE MY SONS DIAPER AND NOTICED THE SAME TYPE OF SORE ON HIS BUTTOCKS AGAIN. I HAD FAMILY MEMBERS WHOM HAVE A MEDICAL BACKGROUND (NURSE AND EMT) LOOK AT THE SORE AND BOTH CONFIRMED IT IS A CHEMICAL BURN. ONCE AGAIN I CONTACTED THE CPSC AND PAMPERS. CPSC COMFIRMED WITH ME THAT THEY HAVE BEEN GETTING LOTS OF COMPLAINTS ABOUT THIS SITUATION AND MIGHT BE HAVING A RECALL OF THE DIAPERS. PAMPERS ONCE AGAIN BRUSHED OFF MY COMPLAINT AND BLAMED THE SORE ON "DIAPER RASH". I KNOW WHAT A DIAPER RASH IS, AND KNOW WHAT A BURN IS, THIS SORE IS BY NO MEANS A DIAPER RASH. I NOW REFUSE TO USE ANY MORE OF THESE DIAPERS SINCE I HAVE HAD 2 INCIDENTS WITH THE SAME ISSUE. I WILL NOT PUT MY SON IN PAIN KNOWINLY IT HAS SOMETHING TO DO WITH THESE DIAPERS. I HAVE SPENT $100S OF DOLLARS ON THESE DIAPERS OVER THE LAST YEAR BETWEEN MULTIPLE STORES AND ONLINE.

Desired Settlement: I WOULD LIKE ALL MY MONEY BACK FOR PRODUCTS I HAVE AT MY HOUSE. I HAVE 8 LARGE BOXES OF PAMPERS DIAPERS THAT I REFUSE TO USE DUE TO THE BURNS MY SON RECIEVED FROM THE PRODUCT. I HAVE 1000'S OF DIAPERS BETWEEN SIZE 2 AND 3 OF PAMPERS SWADDLERS, BABY DRY, AND CRUISERS.

Business Response:

We’re sorry to hear of your son’s experience while wearing Pampers.  Please know we understand your concern and hope he is feeling better.

Many of us at P&G are parents, and we share your deep commitment to the health and safety of children. We'd like to assure you that all the materials in Pampers diapers have been evaluated and clinically tested for safety and skin compatibility. We partner with leading pediatricians, pediatric dermatologists, and safety experts to confirm all the materials we use in our diapers are safe for babies. In addition, we sample products regularly throughout the manufacturing process to ensure our quality standards are met at every step of production. 

Every material in a Pampers diaper meets high standards for safety and is frequently used in a number of commonly-used products.  For information about our safety commitment for your baby, please visit this web page:  **************************************************************

It’s important for us to be aware of any concerns consumers have about our products.  We appreciate your efforts to get in touch with us about your son’s experience and we’ve shared your report with our Health & Safety Consultants.  After you contacted us, a prepaid debit card was sent on October 8 to follow up on your request for a refund.  If you haven't received the card yet, it should arrive within the next fee weeks.  In the meantime, please hold onto any remaining unused diapers from the package you were using in case we need to retrieve them or obtain additional information.

Again, we’re sorry to hear of your experience.  If we can be of further assistance with this matter, you can reach us by calling ###-###-####.  We appreciate your interest in P&G products and welcome the opportunity to address your concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They are sending me a $200 **** gift card but that still doesn't compensate for all the unused product I have. Therefore I am still asking for the additional funds. 

Regards,
**** ********



Business Response:

We’re sorry you aren’t pleased with our response and appreciate the additional opportunity to address your concerns.

After you contacted us to report your experience, a prepaid debit card in the amount of $200 was sent to honor your request for a refund.  Although your message to us indicated you had 7 economy size boxes of Pampers, we see in your report to the BBB that you have 8 boxes of unused diapers.  We are willing to consider your request for additional compensation, if you return the 8 boxes of Pampers to us. 

Please mail the product via a trackable method (such as FedEx, UPS, or USPS Priority Mail) to the following address:

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

Be sure to include the following case number with the product you mail to us:  *********   If you have receipts for your purchases, it would be helpful if you could include them.  Please know we will only consider additional compensation if the value of the product returned is over $200.  We are also willing to reimburse reasonable and expected postage.

If you have additional questions, you can reach us by calling **************

Business Response:

Please know we regret your disappointment with our response.  We’re very sorry you had this experience while using Pampers and understand why this would be upsetting to you.

At P&G, ensuring the safety of our products is a responsibility we take to heart.  Whenever a consumer reports a problem with the use of our products, we are concerned and feel it’s important to gather as much information as we can.  We appreciate knowing you’ve taken time to complete and return the questionnaire our Health and Safety Team sent to help us better understand your experience.  We also want you to know we appreciate your efforts to return some of the diapers in the mailing material they provided.

Your satisfaction means a great deal to us, so we stand behind the quality of our products.  In place of returning the unopened boxes, you can fax your receipts to us at ###-###-####.  Another option may be to speak with your local retailers about their return and exchange policies. 

As a gesture of goodwill, we’re following up by postal mail with coupons we hope you’ll enjoy using for our Luvs brand of diapers.  If we can be of additional assistance, please call ###-###-####.  We appreciate your interest in P&G products and welcome the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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




11/14/2013 Problems with Product/Service | Complaint Details Unavailable
11/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an Oral B Braun Professional two-pack toothbrush set in September 2012. There was a $20 refund promised on the box. After I sent it in I waited patiently, and waited, until I had to contact their customer service after about waiting six months (July). The info on the form said it would be a couple of months. I contacted them via their web site. They replied that I should call their customer service number (###-###-####). I called and was told that the rebate was over. I told her that I'd sent it in September, a week after I bought it. She then asked for my address. Then she said it had been delayed because there was a problem with my address. I asked what that problem was and she said "some problem". So she said she'd send out the check and to call back if there was no check after a few weeks. I called again in late August and they said they did not send out the check because they'd changed over to gift cards instead of paper checks "to be more green". And she explained they'd just run out of gift cards, but that I should have my rebate in 2-3 weeks. Here it is November, over a year past the time the rebate was promised. I feel like I'm being taken for a ride, and they're trying to make me go away and forget about the rebate. I wonder how many people have just given up.

Desired Settlement: Give me the $20 check you promised me by certified next day mail.

Business Response:

Thank you for purchasing an Oral-B Professional rechargeable toothbrush. 

We’re sorry to hear of the problem you experienced with your submission for the Oral-B Power $20 Rebate Offer and appreciate your efforts to bring this to our attention.  Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure your comments have been shared with the appropriate people in our company.

After we received your message, we followed up with our Promotions Team and confirmed your submission qualified for the offer.  We’ve taken immediate steps to ensure you receive a prepaid debit card in the amount of $20 and you should receive it within the next 2-3 weeks. Please know we regret any inconvenience this delay may have caused and hope you’ll accept our sincere apology.

If we can be of additional assistance, you can reach us by calling ###-###-####.  We value your loyalty and appreciate the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9787936, and find that this resolution is satisfactory to me. 

Regards,

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




11/3/2013 Problems with Product/Service | Complaint Details Unavailable
10/27/2013 Problems with Product/Service | Complaint Details Unavailable
10/25/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On November 25, 2012, I purchased Crest 3d White Intensive Professional Effects Teeth Whitening Strips 7 Count for $34.85. The product came with a money back guarantee from Procter and Gamble. The product did not work and I requested a refund. I was told one would be mailed but it was never received. I contacted Procter and Gamble and was told a refund was mailed by a third-party. I contacted the third-party who advised it was mailed to an address different from my address, and that they would only re-send it to the correct address if I verify the incorrect address they sent it to. Since they sent it to an incorrect and unknown address I cannot, of course, verify what I do not know. As it stands now I have not received my $34.85 refund pursuant to Procter and Gamble's guarantee.

Desired Settlement: A refund of the $34.85 I am due under the Procter and Gamble guarantee.

Business Response:

Thanks for choosing Crest 3D White Whitestrips.  We’re glad you decided to try our product and sorry you didn’t obtain the desired whitening results.   Your satisfaction is important to us, so we appreciate your efforts to let us know about your experience with Whitestrips.

We apologize that you didn’t received the pre-paid debit we offered to send to refund your purchase.  We’ve looked into your report and learned the unit number was not included when the card was first sent.  We’ve taken steps to have the card reissued to the correct address and you can expect to receive it within the next few weeks. 

Please know we regret any inconvenience this may have caused you. We value your loyalty to Crest products and hope this reassures you of our commitment to your satisfaction.  If we can be of additional assistance, please let us know.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 provided that it is fulfilled. In the event it is not, I will contact the BBB again so that the case can be reopened.   

Regards,

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




10/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Bounty Towel package approximately 1 1/2 months ago, in July, 2013. When I unwrapped the towel package, I found something inside one of the rolls which was a dead mouse's head between the towels.When I got in touch with the company, (called 1-800-9 Bounty), I was informed to not worry about it and to discard the package and contents. The company, or Bounty, sent me a certificate for a free package. I talked to a supervisor and explained that this was not satisfactory as I wanted to check this out. The company reluctantly sent an envelope, (pre-staamped) which I believe to be a false or wrong address because this package (with the mouse's head) was sent back to me. The address on the "return to sender" package was: FAMILY CARE Q & A RETURNS c/o R McLane FE4518A - Winton Hills, Business Center 60105 - Procter & Gamble Center Hill Av.My complaint is that the company failed to take responsibility for the product quality of this product and, when I did get the package, it came back to me. Again, the company sent me a certificate for free towels, but they lacked given me the satisfaction what happened and what possibly could have occurred as I feel this is a health issue.Thank you, Sincerely, **** ** ********* ***** ** ******** **** *********** ** *****

Desired Settlement: I would just like the satisfaction of letting me send the envelope with the dead mouse contents as they told me I could do instead of having it returned back to me with either a wrong or false address. I do not expect money, but sincere satisfaction of taking the responsibility of the package and why. Thank you.

Business Response:

We’re concerned about your experience and very sorry this happened.  Please know our Bounty paper towels are manufactured and packaged under stringent control to ensure their quality.  It’s important for us to be aware of any potential health or safety issues involving our products, so we appreciate your efforts to bring this to our attention.

We hope you’ll accept our sincere apology that mailing materials were not sent to you initially and we’d like to assure you it was not our intention to appear reluctant to retrieve the product.  We’re not sure why the mailing was returned to you and we deeply regret this inconvenience.   As discussed, we would still like to retrieve the towels and core and we’re sending mailing materials to you.  However, it is not within our process to retrieve items such as a dead mouse since we are able to use other indicators such as the production code (inside the core) to determine when the product was made and investigate. Be assured that we take your comments very seriously and will investigate this matter.

If you have additional questions, you can reach us by calling ###-###-####.  We value your loyalty to Bounty and appreciate the opportunity to address your concerns.

 

10/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They claim their Luvs diapers are leak-proof and have a guarantee, but they leaked everywhere and they won't help me because I didn't keep my original receipt. I told them I would send back over 3/4 of the package if they would refund even half of my money and they did not respond to my request.

Desired Settlement: I think I paid about $20, but feel I deserve more due to frustration. And false advertisement. They claimed the new design used the same materials, but added more to make them more absorbent. I weighed the old and new designs and on average the new ones weighed 10% less. I feel they are being very deceptive.

Business Response:

Thanks for choosing Luvs for your child.

We’re sorry our diapers didn’t keep your little one dry.  We understand this is frustrating and want to assure you we stand behind the quality of our products.  If you aren’t satisfied with the leakage performance of Luvs as compared to your current brand, we offer a refund through our Money Back Guarantee Offer.  Details for the offer are printed on the package to let people know they can send the original receipt, UPC and one unused diaper within 60 days of purchase for a refund.

Since you no longer have the receipt required for the offer, we appreciate your efforts to get in touch with us to let us know about your disappointment.  According to our records, a prepaid Visa card in the amount of $20 was requested on September 16 to refund your purchase.  If you haven’t received it by now, you can expect to receive it soon.  As an additional gesture of goodwill, we’re sending coupons which we hope you’ll consider using to give Luvs another try. Please look for our letter to arrive within the next 2-3 weeks.

At Luvs, we’re always looking for ways to improve our products.  Our latest improvement offers a core that is longer and wider for better absorbency.  If your child needs more protection, you may want to try the next size up diaper as there is more absorbent material in the larger diapers.

We hope this information is helpful and reassures you of our commitment to your satisfaction.  Please know we appreciate the time you’ve taken to share your concerns and have reported your comments to the appropriate people in our company.   If we can be of additional assistance, you can reach us by calling ###-###-####

10/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted a rebate form and scans of my receipts via email on April 2, 2013. The advertised offer was never honored. I submitted a "***** ******* *** *****" rebate form and scans of my receipts via email on April 2, 2013. The advertised offer states, "buy $200 worth of Duracell batteries, get a $50 gift card." I emailed the company again on May 28, 2013 to check on the status of my submitted rebate. The answer I received was, "This promo has been on hold, I'm not sure when it will start processing again." Nearly six months after I submitted my rebate, I have yet to receive my gift card. This rebate was falsely advertised so that I would purchase over $200 worth of Duracell batteries, never to receive a $50 gift card in return.

Desired Settlement: I would like to be compensated for the grossly false advertisement and strife I have endured just to receive what a Duracell ad promised. It is unethical to lure customers like me to purchase hundreds of dollars worth of products, only to leave them waiting endlessly for a rebate that will never be processed.

Business Response:

Thanks for your purchase of Duracell.   We're glad you choose our batteries and very sorry to hear of the problem you experienced with your submission for the ***** ******* *** ***** Rebate. Your satisfaction is important to us, so we appreciate the time you've taken to bring this to our attention and the opportunity to look into this for you.

We want to make sure you receive the assistance you need and we’re following up separately by email on your request.  We’re also sharing your concerns about this offer with the appropriate people in our company. 

10/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought 4, 100 FL OZ bottle of Tide Plus. It was advertised on all the bottles that if you buy product worth 30 dollars there is 10 dollar mail in rebate offer. This is why I bought 4 bottles to make it 30 dollars. This I bought it on Sunday 09-29-2013. On Monday 09-30-2013 when i printed the mail in rebate offer form out of the website it said offer expired on 09-28-2013. If that was the case they should have not promoted the offer. There were 100's of bottles in the store with same sticker tag. I called the Procter and Gamble today about my complain that they need to honor it for me as I have already opened the bottle and used out of it and can't return it but they said the offer is expired it may come back after 5 days so call back in 5 days. I don't have time to call every time and explaining the same issue to different representatives with no results. I don't expect this kind of service and misleading advertisement from a reputed company like Procter and Gamble.

Desired Settlement: I want my 10 dollar mail in rebate check back from them.

Business Response:

Thanks for choosing Tide to help you keep your clothing clean!

We appreciate your interest in participating in our $10 Laundry Rebate and apologize for any confusion about the dates for the offer.  Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure can be sure your comments have been shared with the appropriate people in our company.

Please know we also appreciate your willingness to fax a copy of the rebate tag that was hanging on your bottle and your receipt to help us look into this for you.  Once we receive the requested information, you can expect to hear from us via postal mail within 2-3 weeks.

If you have any additional questions regarding this matter, you can reach us by calling ###-###-####. We value your loyalty to Tide and hope this helps reassure you of our commitment to your satisfaction.

10/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been put on hold and told to wait for over 4 months when i bought some old spice pure sport from **** ********* **** and it burnt both of my arm pits and i could not put my arms down or move them up and i to IT support and sit in front of a computer all day how am i going to type if my arms have blisters under them and puss oozing out of them? I have called the number on the product but have been waiting and waiting just to be told every time that to keep waiting. My doctor even said that they have not seen anything like it and gave me some meds to put on it and yes after 3 weeks of staining my shirts and not being able to move my arms around like normal it has healed up but now my pits peel some but i can live with that. Its the fact that all i get is told to wait and a sorry about that but yet when i ask them about sending it back they tell me to wait. Do they even know how hard it is to deal with puss and blisters under there arms? I think not!!!! My work was mad but what could i do i have a house cars and kids that have to live but dads laying around with meds under his arms and shirts with stains in them and puss, blisters under his arms. This does not work for me! O but they will send some coupons and thats just going to make it all better? I think not!!!! Telling me to wait and hope that I go away does not work for me ether.

Desired Settlement: PAIN AND SUFFERING for doctor visit and meds that i had to buy and not being able to move my arms up and down for almost three weeks also shirts that i had to trash and gas to go to the doctors. I am looking to see a big out come to all of this or it will go public,news,paper,tv,

Business Response:

We’re very sorry to hear of your experience while using Old Spice High Endurance Pure Sport Deodorant and hope you’ll accept out sincere apology for your disappointment with the service you received when you called for assistance. 

Please know the health and well-being of those who use our products is very important to us. We'd like to assure you our products are thoroughly evaluated to be safe when used as directed. Additionally, we maintain an ongoing safety monitoring program to assure the highest standards of safety and quality. We appreciate the time you’ve taken to bring this to our attention and we’ve shared your report with the appropriate people in our company. 

As discussed, our Health and Safety Consultants are following up with you by postal mail.  If you haven’t received their letter dated September 13, you should receive it soon.  In the meantime, please save any remaining unused product in case we need to retrieve it or obtain additional information.

Once again, we’re sorry about your experience.  If you have any additional questions or concerns, we hope you will contact us by calling ###-###-####.  We value your loyalty to Old Spice through the years and appreciate the opportunity to address your concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]



 The company wanted to settle for 200.00 and some coupons for me walking around for 3 weeks with 3rd degree burns under my arms and having to hold them up in the air making it hard for me to work and have a regular life. I have kids and could not even give them a hug and not be in pain. The only reason they have made contact with me is that i have chosen to file a claim with the BBB to let them know that being put off for 4 months and told that they are sorry! The offer they tried to give me was just an  insult. I would like to know why it took for me to post a complaint with the BBB for them to call and also what they would do if they had to go to a doctor for burns under there arms and the company keeps putting all of it off. What kind of settlement would they take after all of this????? How would they feel if someone told them all of this? If they can come up with a better settlement that would show me that they care about the people that buy there products and not just try and pay for some shirts and give them some coupons to shut them up would be acceptable.  But with all of this said this should not have taken this long and gone this fare !!!!!!!!! The next step will be the news and going to court! I would normally not take things this far but with the company's reaction to all of this and the ridiculous offers they want to give is just sad! Also the product was used just like it said on the back of the deodorant and with reading the back of the label does it say that 3rd degree burns can happen if the product is used.  All it talks about is to stop if  irritation happens and thats what i did. I also had to see my doctor and even the doctor said that she had never seen this type of burn under someones arms from deodorant. But if they get back to me with a pain and suffering settlement we can then talk!!!!!!!


 
Regards,

**** ******




Business Response:

We deeply regret your disappointment with our response to the problem you reported to us.  Please be assured your initial comments about your experience with Old Spice and your request for follow-up regarding your doctor visit have been reported to our Health and Safety Team.  At their request, a letter was sent requesting additional information so that we might learn more about your experience. 

Please know we appreciate your efforts to complete and return the questionnaire we mailed to you.  We’ve received the questionnaire along with the medical records you provided.  However, we have not yet received copies of medical receipts.  It is important to know that consideration for reimbursement of out-of-pocket medical expenses cannot be done until all requested information is received.  So we’re following up by postal mail with mailing materials you can use to submit copies of your bills to us.  Once all materials are received, we ask that you allow six weeks for us to review your records.  A follow up letter will be sent regarding the company’s decision regarding reimbursement for your medical expenses.

As discussed, we are also willing to send $200 to help offset the cost of replacing your shirts, in addition to considering reimbursing for your out of pocket medical expenses.  

Again, we are sorry to hear your experience.  We look forward to receiving the additional information and hope this helps reassure you of our commitment to your satisfaction.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]




In the last call that I had spoke with anyone from P&G I told them that i would like to find out about pain and suffering and they said sorry I feel that way. But having burns under your arms for almost 3 weeks and having trouble working and missing time from work for all of this and all they can say is here is 200.00 and replacement product. I have talked with a lawyer about all of this and they say that the offer of 200.00 and some coupons is like a slap in the face! If they put them selves in my shoes for 3 weeks and had to deal with the burns and pain of it all then they would see what i am talking about. I would like to talk with some one that has more pull at P&G. I have also let the channel 6 news in Richmond Virginia know of the situation that I am dealing with. They also said they would be calling P&G to see what they are going to do with all of this. If they would like to settle before this go's to court i would be willing to here what they have to say if it is more on the lines of a real restitution for pain and suffering and not a slap in the face offer. I am working with a lawyer and trying to find out about bringing this to court. But like I said if they would like this to come to a close give me a call with a real offer and not 250.00 and some coupons to pay for some shirts. They need to get real with all of this or it could be a log processes. Also since it has been 5 months since all of this has happened to me I now will have to spend a day driving around getting receipts for all of this and who will pay for the gas that i have to use for all of that? This crap is getting so out of hand and I will have to get off from my job and do all of this and lose more money doing it. So if they would like to call me and work all of this out feel free to do so. As soon as i have the receipts I will send them.    

Regards,

**** ******




10/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Proctor and Gamble (P&G) is engaging in deceptive advertising by airing a commercial that claims stress sweat smells worse that other sweat. I have contacted P&G to ask for evidence that supports that claim and they have not provided it. I don't believe that any human can differentiate between the smell of stress sweat versus the smell of other sweat. This is false advertising.

Desired Settlement: Stop airing this commercial and air a new commercial that apologizes for deceiving consumers.

Business Response:

We’re sorry to hear of your concern with a Procter & Gamble advertisement and appreciate the time you’ve taken to bring this to our attention.  Feedback from thoughtful consumers like you is important to us, and we have carefully reviewed your comments.

We agree that it's important for our products to live up to our advertising claims and we want to assure you we conduct extensive scientific research and laboratory testing, as well as in-home and clinical testing, to make certain our advertising claims for P&G products are factual.  As part of our research, we’ve conducted numerous studies on the physiology of sweat. 

It may be helpful to know stress sweat comes from a different gland than heat or activity-induced sweat – causing more bacteria and odor.  While sweat from movement and heat comes from the Eccrine sweat glands – made up mostly of water and salts – stress sweat comes from both the Eccrine and a different gland, the Apocrine. The Apocrine glands are larger and concentrated in the underarms. They release a milky substance that contains more lipids and proteins, which means more ‘food’ for bacteria, and therefore a more distinguishably foul odor.
 
Please know we value your comments and welcome the opportunity to address your concerns.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In my complaint, I requested evidence of their claims regarding stress sweat.  They have not provided evidence.  I would like a copy of the study that proves their claim to evaluate for myself.

Regards,

*** *******

 

 

Business Response:

To follow up on your request, the research and testing we at Procter & Gamble conduct on our products is proprietary so we're not at liberty to share these results.  Sometimes we partner with third parties on such research and then co-author a paper or poster on the findings, which can then be shared in a scientific forum if deemed important to the advancement of scientific understanding.  

In the case of sweat as a biological function, we can tell you there are numerous studies that appear in scientific literature and medical journals on the topic, including specific research around stress-induced sweat and how others detect it.  Journals like ******************, **** ***, I************ ******* ** ******** ******* to name a few, have reported on sweat in recent years.

We are sharing a link to a **** ****** ******* story that appeared in February 2013 on the topic of stress sweat.  We hope you find it informative.  ******************************************************************************

Please know we value your comments and welcome the opportunity to address your concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Again, P&G has not provided any proof of their claim that "Stress sweat smells worse than regular sweat".  Stress sweat itself does NOT smell worse.  Stress sweat when mixed with other factors such as bacteria smells worse but how long does that take?  It is not an IMMEDIATE stink as intimated in the ads.  If a person showers regularly, don't they eliminate the problem anyhow?  Therefore, this is a misleading claimed aimed specifically at women in order to scare them into buying a P&G product that is designed to eliminate a problem that can be alleviated by showering regularly.
Regards,
*** *******




Business Response: We’re sorry you're disappointed with our response to your concerns about our advertisement.  Please know we rely heavily on consumer comments regarding our advertisements, and feedback like yours helps us decide how to approach advertising efforts in the future.  We’d like to assure you that your comments have been shared with the appropriate people within our company.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Here is a link to the false and misleading P&G advertisement: *******************************************

P@G has refused to provide me with any proof that would support their claim that "Stress sweat smells worse than ordinary sweat".  P&G is duping women with this commercial.

Regards,
*** *******




10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The following is a copy of the last email I sent to P&G on 05-17-13. Obviously, no reply has been received yet. It contains in summary the highlights of my case:Hello P&G:I filed a formal complaint/investigation associated with the use of Always Pads on May 14th, 2009. I was assigned with case PER # ************After plenty of back and forth of information and medical documentation (I was always calling and sending emails to follow up), on November 09 of 2011 (over 2 years later), I received a letter signed by Ms. ***** ***** letting me know my information was submitted to the Medical Review Board and "it was determined that there is no casual link between your use our products and your gynecological problems". On December 1st, 2011, I sent a letter to Ms. ***** requesting a copy of the Medical Review Analysis mentioned in her original letter. I had also called plenty of times and sent plenty of emails for the last 1.5 years requesting this piece of information which I am entitled to request and be provided under the ***** law.I would like to know what else can I do in order to get a copy of my Medical Review/Analysis? How many more letter? how many more emails (please refer to ref*********.**********ref? how many more phone calls?Do I have to address my request to a different guvernmental entity? I would really appreciate some respect to my time and my concern in regards this matter.Waiting for your feedback, Cordially, ***** *****

Desired Settlement: I want to received a copy of the Medical Review Analysis. Otherwise, I want refund of medications and medical expenses. Such information was sent to P&G when the case was originally open.

Business Response:

We’re sorry to hear of the problem you reported while using Always pads and pantiliners and regret your disappointment with the service you received when you contacted us for assistance.  Your satisfaction is very important to us, so we appreciate the time you’ve taken to bring this to our attention.  Thank you for the additional opportunity to address your concerns and your patience while we reviewed your case.

Please know the health and well-being of those who use our products is our top priority.  All versions of our products are thoroughly evaluated to ensure they are safe when used as directed.  We also maintain an ongoing safety monitoring program to assure the highest standards of safety and quality.

Whenever a consumer attributes a problem to the use of one of our products, we feel it is important to gather details to help us gain a better understanding and we’re appreciative of your efforts to provide the information we requested.  Our records show that after you contacted us on May 14, 2009 to share your concerns, we responded by email on the same day.  Additionally, on May 18, 2009, our Health & Safety Consultants followed up by postal mail.  Their letter included a request that you complete a questionnaire, sign a medical records release form and return the product.  The product was received in May 2009, and a check was sent to reimburse you for the cost of the product and postage.  In April 2010, we received the completed questionnaire and signed medical records release form from you.  However, before we could consider your request for reimbursement for medical bills, we needed to review the medical records to help us understand the diagnosis and treatment.  Your physician did not respond to our initial request to provide records, so we send additional requests in November 2010 and April 2011. 

Once your medical records were received, our Medical Review Board carefully considered all of the information provided by you and your physician.  They determined there was no casual link between your use of our products and your medical condition.  Your records showed your diagnosis included viruses and bacterial infections, and our products would not cause these problems.  Therefore, your request for reimbursement of your medical bills was denied and we sent a letter on November 9, 2011 to inform you of our decision.

In response to your request for additional information regarding our decision to deny your request for reimbursement of your medical bills, our Health and Safety Consultants are following up separately by postal mail with details we hope you’ll find helpful in understanding our decision.  Please note that our review does not involve the creation of new medical records, it is simply a review of the records provided by your physicians. Since you mentioned HIPAA, it may be helpful to know that as a manufacturer, we do not meet the definition of a covered entity under HIPAA and therefore, we aren’t bound by the HIPAA rules.  However, we can assure you we take your concerns and privacy very seriously.

Please look for the letter from our Health and Safety Consultants to arrive via postal mail within the next 2-3 weeks.  If you have any additional concerns about your medical condition, we recommend you speak with your physician.  We appreciate your interest in P&G products and the time you’ve taken to share your concerns.  Thank you for getting in touch.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

P&G stated that a letter with additional information was mailed. I am waiting for such communication to arrived in order to take a decision in regards my request being solved. Once this letter is received, I will contact BBB with an update if possible.

Regards,

***** *****

 

 

Business Response:

We’re very sorry you’re disappointed with our response to your experience while using Always.

Our Health and Safety Consultants are following up separately by postal mail with details we hope you’ll find helpful in understanding our decision. The letter will arrive via postal mail within the next 2-3 weeks.

We appreciate your interest in P&G products and the time you’ve taken to share your concerns.  Thank you for getting in touch.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Reg

Hello BBB,
 
Weeks ago I opened a complaint against Procter & gamble. Complaint # ********
 
The solutions given by P&G was to send me some correspondance via standard mail on 07-08-13> it has neem more that 1 months and so far I have not received anything from them. I even sent them the email below and obviously, I did not received any answer.
 
Now, I try to access my compaint at BBB in order to provide an update explainign that the issue has not been solved, and I find out the my case was closed as resolved? It has not been resolved, then, how come it was closed?
 
What should I do at this point? can the case be re-open and provide this feedback?
 
Cordially,
 

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

***** *****

 

 

Hello ******
 
Thank you for your email. After almost 2 years of trying to get an answer, it is a pleasure to know that my emails, and calls are received and they were simply "misplaced" or "disregarded'.
 
I just want to make some clarifications to your email. I can go broad and provide all teh dates and actions, but I am so tired of repeating the same that I will just cover some of the facts you mention.
 
* Correct. I received refund for all the new (non opened) bags of female path and liners, but I never got a dime for all the opened packages.
* Once I was notified by P&G that the medical records were not provided by my physician, I offered to make the request directly to my doctors and email them to you. At thsi point, I do not remeber if it was what finally happened, but I just wnat to note that as soon as you reported the problem of getting my medical records, I offered a solution.
* I am requesting a copy of the original Medical Board Review where they explain and deny any link between your products and my conditions. 
* I mentioned the HIPAA rule, becuase such regulation protects my right to request this copy and demands the company (P&G in this case) to provide it. I am more that sure that P&G were mandated under HIPAA to provide this copy in a lenght of time less that 2 years.
 
It has been more that 3 weeks already and so far, I have no received any communication (to be more specific, the Medical Board Review) from P&G.
 
Copy of this message will be posted in BBB to explain the "Rejection" to the solution offered by P&G, becuase no solution has been offered/received.
 
Waiting for your feedback,
 
***** *****

 

Business Response:

We’re sorry you’re disappointed with our response to your concerns.  As mentioned previously, our Medical Review Board carefully considered the information provided by you and your doctor; however, their review did not create new medical records.  Since their review didn’t create a document we could send to you, our Health and Safety Consultants provided information in their letter dated July 8, 2013 which we hoped you’d find helpful in understanding our decision to deny your request for reimbursement of your medical bills.

As mentioned in the letter sent July 8, the medical records provided indicate there were other diagnoses, including bacterial and viral infections that would cause the problems you were experiencing.  Additionally, the records indicated your use of the products without problems for several years prior to your complaint.  These factors do not support a causal link between the use of the products and the problems for which you were seeking reimbursement.   For these reasons your reimbursement request was denied and we consider the case closed. 

Please know we are sorry you had this experience and appreciate the information you provided to help us gain a better understanding. For answers to questions about your medical condition, we recommend you speak with your physician. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *****

 

BBB:

After receiving the same message that was sent to you by my email from P&G, this is the answer I provided:

Hello ******
 
The mentioned letter sent on July 8th, 2013 has not been received. I also communicated this fact, but as always, P&G only replies when a third party is involved. In case this "well known" letter was sent certified, plese review the tracking information, because almost 2 months later, no letter has been received.
 
The information you are providing in this letter is incorrect. I started having these symptons when I started using Always products. I do not know where your statement of "the records indicated your use of the products without problems for several years prior to your complaint." is coming from.
 
When you go to any doctor, even for a simple follow up, medical notes/records are produced. If the Medical Review Board "reviewed" my cases, I want the medical report that establishes what are the facts that are being taken under consideration and why (under the medical point of view), your products did not cause the symptoms that I have. I cannot believe that a company such as P&G does not have a policy of procedures in place for required documentation for medical Review Boards outcomes. If this the case?
 
I spoke with my physician and as explained form the beginning, it was my physician who suggested to stop using your products because your products where the root of my problems. I would also appreciate if you take a look to my case. Looks like some of the information is being omitted. It may be due to such a extensive time that P&G has taken to provide a simple outcome of a Medical Review Board case review.
 
At this point (and hoping to receive and answer from P&G without the need to use third parties), what is next? Are you going to re-review my case and coumentation to avoid back and forth of incorrect statements and clarifications? Request a formal Medical review Board where a formal written outcoome is produce so you can inform to your customer (me) how medically my condition was not related to your products? what should I expect from P&G? Hope it does not involved waiting for 3 more years.
 
Cordially,
 
***** *****

After this letter* ***** from P&G informed that the letter will be re sent via ****** Now I am waiting for the letter once again. Once I received the Medical Review Board Report (which I have been requesting for over 2 years) that clearly states what medical facts that establish no relationship between Always products and my condition, there is no resolution to this matter.

Cordially,

 

***** *****

Consumer Response:

 

Hello Cincinnati Better Business Bureau:

I received on 09-01-13 the mentioned letter from P&G dated 07-08-13. I apologized for not replying to this case before, but I was out to town for work and for vacation and just came back this past Monday.

The letter is signed by ***** ***** OTC Medical Affairs Division with an explanation of why there is no link between the condition I presented and the products.

 If I was requested for Medical Records (note that I did not provide a letter from the Office Manager from my GYN office) which were provided, to be reviewed by the Medical Board (not by the Director of a Division); what I expect to received is a report of outcome coming from a Physician (DO or MD). This is a serious situation where medical and health affairs are being involved. Medical information was provided to a Medical Committee and I expect to receive a communication form this medical entity. I do not doubt the professionalism from Ms. ***** and her team, however, she is not a Physician; then, who reviewed my medical records? what is the medical point of view and proven factors to deny my case?

My request has not changed (it has been the same for the last 3 years when the denial came through). I want a copy of the Medical Board Review where there are medical facts that factually express the no link between my condition and P&G products. Such report coming from this entity should be obviously signed by a physician. If this cannot be support. I request payment for all the expenses this situation had caused. Such expenses were provided 3 years ago.

How long is this going to take? How difficult is to provide a copy of the Medical Board Review? It feels like this Review was never performed and P&G had tried to avoid my request and diverse my request with letter that do not have any medical support which is not acceptable.

Waiting for your comments/feedback.

***** *****

 

Business Response:

We’re sorry you’re disappointed with our response.  Please know your case has been reviewed by qualified healthcare professionals. It’s important to know that after records are reviewed, a decision is made based on the information submitted but no report is written.  Since a document was not created after your records were reviewed, our Health and Safety Department sent a letter to explain our decision to deny your request for reimbursement for your medical bills.

As mentioned previously, the medical records provided for your case indicate there were other diagnoses, including bacterial and viral infections that would cause the problems you were experiencing.  These factors do not support a causal link between the use of our products and the problems for which you were seeking reimbursement.  Always Pads and Pantiliners and Tampax Tampons are thoroughly evaluated to ensure they are safe when used as directed and they do not cause or prevent infections.  If you have questions about your medical condition, we recommend you speak with your physician.

We appreciate the time you took to provide the requested information and your patience while the information was reviewed.  Once again, we are sorry for any inconvenience associated with this experience.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I received the same letter in my email and I just send this same reply to them.

All I want is a Medical Report that medically and professionally support de denial of my case from the Medical Board. If there is no MEDICAL SUPPORT to deny my case, I want reimbursmeent for the medical expenses I incurred. The letter sent as follow:

 

Hello ******

 

Well, if my case was reviewed by qualified professionals, I want their medical notes (in the case there is no a final written report) that support the denial to my peticion.

 

You requested medical information, medical records were provided, now I want the medical final report that conclude in this denial. I do not understand how a company as huge as P&G does not have a process, guideline or policy in place where a final medical Review is issued by the Head of the Board or Commette which is obviously a doctor.

 

At this point, and as stated before, the only way I accept my case as close, is when I received medical support for the denial of my case. Otherwise, anyone in your department can type the same letter and send it to all your customers with complaints ! You may wnat to go back to my case, retreive the medical records and ask to one or the head of the Medical Board to review it and provide a MEDICAL REPORT of his/her findings.

 

As explained by my others and found that my case is not a soley case and many more women had the same issue with your products, her you have one of the few links I found to support this ongoing problem:

 

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

 

Once again, I appreciate your time, but this issue has not been solved. It is on your hands to have it solved, but it looks like it is easier for P&G to keep sending the same denial letter with no real medical content or disregards the complaints and no reply.

 

In the same way I had to wait for over 2 years for the MEDICAL REPORT that support the denial issued by the Medical Board that was not provided by you and you neglected all my letters, emails and calls; I will continue waiting and utilizing all the consumer aids provided in order to make my case straight and fair.

 

Cordially,

 

***** *****




10/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint:
The public is being sold a bill of goods re toilet tissue.  Why do we need massive 
packages of tissue today when we didn't before?  Because the companies are 
taking advantage of the public.  The tissue is not as wide, the cardboard center
is so weak as to be ineffective, and the end of the roll is just stuffed in.  We pay
lots of money for their massive advertising and get a much poorer product.
We are fed up!  Everyone i have spoken to about this issue is in full agreement.
DO SOMETHING>
******* ** ********

Desired Settlement: Other

Business Response:

We’re sorry you’re disappointed with the width of our sheets.  If you’re buying Charmin Ultra Soft, Ultra Strong or Basic it may be helpful to know we added some fibers back into each sheet, so you have more fibers per square inch where you use them -  to get the job done.  We found that a narrower, more concentrated tissue still provides the experience that consumers want, and at the same time improves flushability. 

To meet the varying needs of our consumers, we offer a variety of roll and package sizes including packages containing 4, 6, 9 and 12 rolls. 

At Charmin, our goal is to make high quality products and we have strict control measures in place to check the quality of our products throughout the manufacturing process, so that they should reach you in the best possible condition.  We appreciate your efforts to let us know of your disappointment with cores and the condition of some of the rolls you’ve seen.  Please be assured your comments have been shared with the appropriate people in our company.

It’s important to know that delivering value is one of our highest priorities, and we work hard to provide the quality and innovation our consumers have come to expect. Because we appreciate your interest in Charmin, we’re following up separately by email.  If you have additional questions or comments, please let us know.  You can reach us by calling ###-###-####.  Your satisfaction is important to us and we welcome the opportunity to address your concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. For your reference

I find this response a typical one of a company to a consumer. I am left wondering if anything will really change. In the meantime, I will switch to ***** as I understand they do not have these problems. To say they have added fibers to each sheet, which makes it more serviceable and flushable sounds
ridiculous to me. And the center core, which is laughable, gets little attention. Stuffing in the tissue at the end rather than lightly attaching it
is unacceptable. The gigantic packages are just a big advertisement for the company. They would not be needed if things went back to dependability.


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



10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi thereI have purchased an electric toothbrush at ******* store, since then I joined the Army and moved few times, unfortunately my tooth brush will not hold charge anymore, so I called in Oral B support to get information and help, unfortunately they told me that my toothbrush was manufactured in 2010 and it is out of 2 year warranty. I asked if ******* will sell the product in 2012 if it was manufactured in 2010? They said yes since it doesnt have an expiration date on it.I am hoping that some one can help me out with my issue since I paid 129.99 for my electric toothbrush and it didnt even last for 2 years.Unfortunately I dont have the receipt, hopefully some one can help me out, this is my 2nd Oral B electrical brush I ever owned, I like very much but wont hold the charge.Thanks a lotBest regards,

Desired Settlement: Please help me fix it or replace it.I really would appreciate your assistance

Business Response:

Thanks for your purchase of an Oral-B Triumph rechargeable toothbrush.

We’re sorry your toothbrush isn’t holding a charge and realize this is frustrating.  Your satisfaction is important to us, so we appreciate the time you've taken to bring this to our attention and we've shared your concerns with the appropriate people in our company.

Please know we make every effort to produce the finest products possible and have strict quality control in place to ensure you receive products that meet our high standards. We stand behind the quality of our products and offer a 2 Year Limited Warranty on the Oral-B Triumph.   This warranty is based on the date of purchase on the receipt or the production code on the handle if the receipt is not available.

Since you reported buying your toothbrush in 2012, we understand your disappointment in learning the production code on the handle indicates your toothbrush is more than 2 years old.  Your satisfaction is important to us, so we want to help. We’ve followed up separately with information about returning your brush for exchange.

We hope our response helps reassure you of our commitment to your satisfaction. If we can be of additional assistance, please let us know. We value your loyalty and appreciate the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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


The customer service at Procter and Gamble is top notch, they resolved the issue to my satisfaction. And I really appreciate BBB help in this situation as well.

Best regards,
**** ***********



10/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried for 2 weeks now to unsubscribe from receiving email spam from P&G Everyday only to be told "Unsubscribe... We're sorry but the service is unavailable at the moment." In my opinion it is nothing but spam!

Desired Settlement: Just to Unsubscribe to this site and the e-mails.

Business Response:

We're sorry you've received email from us that you didn't want and apologize for the problem you experienced when you tried to unsubscribe from P&G Everyday.  We appreciate the time you've taken to bring this to our attention and have shared your report with the appropriate people in our company.   

Please know we’ve taken steps to make sure your information is removed from our email distribution list.  It's important to know that it can take up to 10 business days to fully process an email opt-out.  

If we can be of additional assistance, please let us know.  We appreciate your interest in P&G products and welcome the opportunity to address your concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

**** *******




10/8/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: returned Oral B Precision 1000 toothbrush on 7/9/13 before the 60 day challenge was up,purchased on 5/14/13. Sent all information original receipt orignial package. Information included with product stated 6- 8 weeks for refund. Today is 11 weeks since I mailed back the product. I called last week for the third time and was able to speak with a supervisor named **** who did not have any information. She basically told me that they were waiting for the processing Dept and to call back today 10/1/13, that number is ###-###-####. I called today and could not speak with a supervisor and the rep I spoke with had no information. I manage to get the number to the processing team ###-###-#### and was told to wait another month. The rep told me they were waiting on Proctor and Gamble to issue the **** **** card.I then contacted P&G at ###-###-####, was told they would forward my comment but that they could not help me. Also I was told the refund processing could take up to 10 weeks. When I told the rep it was 11 weeks she had no respond but to apologize. I feel that Iam getting the round around and they have no intention of sending my refund. I will never purchase any oral b products. On 8/26/13 I spoke with a rep at **** *** **** and she requested that I sent her a copy of the receipt. I had made a copy of the original receipt and sent a copy of the copy I had plus the postage receipt and insurance receipt I had purchased, she told me after they receive that information they would research this refund. Each time I call that same number I'm told they are researching this issue? Thank you for your assistance.

Desired Settlement: Refund whether a cash card or check as soon as possible as per the 60 day guaranteed.

Business Response:

Thanks for deciding to try an Oral-B Precision 1000 toothbrush.  We’re sorry you weren’t pleased with your purchase and regret the frustration you experienced when you submitted for our 60 Day Satisfaction Guarantee Offer.  Please know we appreciate the time you’ve taken to bring this to our attention and the opportunity to look into this for you.

We also appreciate the additional information you provided by phone to help us gain a better understanding.  Your feedback helps us improve future service to others and it has been shared with the appropriate people in our company.  Because your satisfaction is important to us, a pre-paid debit card in the amount of $39.97 has been requested to refund your purchase.  Please look for your card to arrive via postal mail within the next 2-3 weeks.

If we can be of additional assistance, please let us know.  You can reach us by calling ***************.  We value your loyalty to P&G products and hope this reassures you of our commitment to your satisfaction.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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




10/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There was a rebate program called Best of Beauty that extended from 2/13/13-4/30/13 that was to be post marked by 5/31/13.If you spent $50 in eligible P&G products and mailed the UC, receipts, and the form in you would get back $15.00 in a prepaid card back. 3/7/13 I submitted $53.94 worth of products to them with all of the applicable paper work. They returned it to me saying I hadn't purchased enough (this was already above what was require of me!) I had more receipts so I sent in another $23.78 WITH the original $53.94 on 4/28/13. By 6/27/13 I had not heard anything so I called P&G and spoke to ******* She said to email the documents to her at ************************. I did this on 6/27/13. By 7/21/13 I had not heard anything back so I emailed her again WITH the attachments as a 2nd request. Her reply was to my very email with attachments stating that she did not get the attachments. I resubmitted yet again on 7/22/13.By 7/31/13 I had not yet heard word back from ****** so I emailed the attachments along with an email YET again!. no reply. 8/19/13 I emailed again with attachments....no reply.8/26/13 I left a message on their facebook wall that a lady named ***** replied to basically telling me should could not help me.8/26/13 later in the day I called P&G and spoke to ******* nd she asked me to fax the documents to ###-###-#### and as soon as she got them she would call me back. I faxed them at 1:38PM EST with a cover letter and confirmation that these all went through.Here it is 8/29/13 (over 5months of waiting on my prepaid card and a lot of effort on my part to get them to own up to what they promised).Please help? It's only a $15 rebate, I understand. At this point, it's more about the principal of it because this is not good business practice and how many other people don't follo up on their rebates are P&G taking advantage of!? **the site BBB will only let me upload one document so if more are needed (which I DO HAVE), please let me know. Thanks, *****

Desired Settlement: I want the $15 rebate prepaid card sent to me and at this point, some freebies wouldn't hurt because of all of the aggravation they have put me through.

Business Response:

Thank you for choosing P&G beauty products.

We appreciate your interest in our products and we're sorry you didn't receive your rebate after resubmitting the requested items for the P&G Best in Beauty $15 Rebate.   We understand this is frustrating.  Your satisfaction is important to us, so we appreciate the time you've taken to bring this to our attention and the opportunity to look into this for you. 

Our Promotions Team received your fax and confirmed your submission qualifies for the offer.  A pre-paid debit card in the amount of $15 has been requested to honor your request.  Please look for it to within the next 2-3 weeks.  As a gesture of goodwill, we’re also sending a coupon we hope you’ll enjoy using on a future shopping trip. 

If you need to have any additional questions, please let us know.  We value your loyalty to P&G products and welcome the opportunity to address your concerns.

10/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Procter and Gamble, In late July, I purchased a box of "baby dry" Pampers from my local BJ's. Typically I buy LUV'S for my now three year old son, who is now potty trained, but my husband didn't see any LUV'S on the shelf so he grabbed a large $48 box of the "baby dry" Pampers diapers. On July 27th, 2013 my son, then 2 yrs old, was running around our yard when he started screaming "OWIE." He was walking funny and when I looked in his shorts he had red burns on the upper portion of his inner thighs. He had only been in the diaper for about an hour. He could not walk for the rest of the night and had to be carried around because he was in so much pain. My poor baby didn't know what had happened to cause this burn and I didn't know either until I stumbled upon MANY other parent complaints about the chemical they put in the "dry max" and "baby dry" Pampers Diapers that actually create chemical burns on their children. Apparently this has been happening to babies and toddlers since 2010 but Pampers refuses to acknowledge this problem with their product and continues to sell them even three years later. My son had a SEVERE burn on both of his inner thighs. I emailed Pampers directly in August 2013 to express my concern with their product and never heard back from them. Thanks for your time in dealing with this matter. I have pictures I could email you of my son's burns if need be. Thanks again. Sincerely******* ******

Desired Settlement: Compensation for the pain my son endured as well as doctors visits and emotional scarring in my 3 year old. To this day, whenever he sees a diaper, he say's, "That diaper burned me."

Business Response:

We’re sorry to hear of your son’s experience while wearing Pampers Baby Dry.  Please know we understand your concern and hope he is feeling better.

Many of us at P&G are parents, and we share your deep commitment to the health and safety of children. We'd like to assure you that all the materials in Pampers diapers have been evaluated and clinically tested for safety and skin compatibility. We partner with leading pediatricians, pediatric dermatologists, and safety experts to confirm all the materials we use in our diapers are safe for babies. In addition, we sample products regularly throughout the manufacturing process to ensure our quality standards are met at every step of production.  However, we also know every baby is unique, so we appreciate your efforts to bring this to our attention and we’ve shared your report with our Health and Safety Consultants

We understand your concern about the comments you’ve read on line about the ingredients in our diapers.  It may be helpful to know *** *** is not an ingredient.  It was a name created to describe a diaper introduced in 2010 - it wasn't a change to the type of ingredients in the diaper.  All of our diapers contain the same types of materials that have been safely used in diapers for many years. However at Pampers, we’re continually looking for ways to improve our products. Over the last three years, we’ve incorporated a number of consumer preferred improvements to our diaper so the diaper we sell today has evolved from the version marketed as *** *** (Cruisers and Swaddlers). 

It’s important for us to be aware of any concerns consumers have about our products, so we appreciate your efforts to let us know you didn’t receive a reply to the email you tried to send directly to Pampers in August.  We realize this is frustrating and want to assure you it was not our intention to appear dismissive of your concerns.  After receiving your report, we checked our records and were unable to connect your contact details with the information in our records.  We would appreciate the opportunity to speak directly if you have further questions.   

Because your satisfaction means a great deal to us, we’re following up by postal mail.  If you haven’t received our letter yet, please look for it to arrive within the next week or two.  Additionally, our Health & Safety Consultants are following up separately by postal mail.   Please save any remaining unused product in case we need to retrieve it or obtain additional information.

Again, we’re sorry to hear of your experience.  If we can be of further assistance with this matter, you can reach us by calling **************.  We appreciate your interest in P&G products and welcome the opportunity to address your concerns.

9/13/2013 Problems with Product/Service | Complaint Details Unavailable
9/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase many Duracell batteries for an assortment of electronic and electrical items. I recently had problems with their Alkaline AA and D batteries leaking/expanding. In one case it was a camera that was damaged and the second it was a flashlight. I complained but I haven't been able to resolve the issues. They claim they can only pay $75. I said that there are two (2) items so why then should it be $150 total ($75 each). They only offered $75. The total of the camera alone is $125 and the flashlight is about $35 plus shipping.

Desired Settlement: I should be able to get $75 for the camera and $35 for the flashlight or a total of $110.

Business Response:

Thank you for choosing Duracell batteries to use in your devices. We’re sorry to hear your report of our batteries leaking in your camera and flashlight.  Please know your satisfaction is important to us and we have strict controls to check the quality of our products throughout the manufacturing process.  We appreciate the time you’ve taken to bring this to our attention and we've shared your report with the appropriate people in our company.

We regret your disappointment with the amount of compensation offered for your camera and flashlight when you called to let us know of the problem you experienced. In order to understand what may have happened and to consider your request to be compensated for more than the amount offered, we need to see the devices and examine the batteries that were installed in them.  We've followed up by postal mail with materials you can use to submit a damage claim, including mailing materials for your convenience.  Be sure to include all requested items when mailing your claim and please send the items via a trackable method (such as *****, **** ******** **** or ***) as we can’t be responsible for items lost in the mail.

As soon as our evaluation is complete we’ll follow up with you by postal mail. It may be helpful to know that once we receive all of the requested items, it may take up to 6-8 weeks to evaluate your request.  If you have any additional questions regarding this matter, you can reach us by calling ###-###-####

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 

These "claims" should not be treated as a single claim hence by the company's own admission each claim should be considered separately and each with a maximum of $75.


The fact that I chose to contact P&G at one time rather than submitting separate claims where if they were submitted separately they would take my word and not require mailing at my expense the two items plus their cheap defective batteries.

Regards, 

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

9/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My entire family uses 80% P&G products on our household. I look for the P&G name because I know they're a reputable company. My grandmother even retired from P&G - she did payroll for them for 25 years.Recently (within the last 2 years), I have had issues with some products. I contact customer support to let them know.For example, Pampers- I saw someone physically steal a $30 coupon book from the box. I had missed 5+ coupon books with previous purchases. I wa very mad. I notified the store, and called P@G to let them know. They said they wanted to send me $70 in coupons to compensate for the missing coupons I had. I told them it was unnecessary, I just wanted to ask them to tape the bottom of the box to keep it from happening. They sent the coupons anyway because they insisted.I had a box of Tampax that was missing the free Venus razor it was suppose to have. I reported it from a manufacturing issue. They insisted on sending replacement coupons. I've had several other instances like this. I have mailed in products i had. I've asked them to send anything with signature required because I was having major issues receiving my mail (which has also been reported through USPS). They didnt. They sent them normally and I would let them know if I didn't get them, then they'd reissue with signature required. I got a letter last week saying they had deemed my requests as excessive and put me on a security list. Weeks prior to getting this letter I was promised replacement for Tide, Pampers, and Bounty because of issues. I never got them. I re contacted the company and let them know and they said they would reissue. Why wasn't I just told then? I had a camera that was ruined by a Duracell battery (cost if over $300) that I never submitted for claim because of the foreigners answering the phone that couldn't understand me. I'm outraged by this letter. If this is the case, I will happily take my business to another company. I can use Huggies diapers and viva paper towels and All laundry detergen

Desired Settlement: They can tell me why these request are excessive when I have mailed in products I've had issues with and have receipts to corroborate all purchases. After they explain this and replace the 3 products I ga issues with, then ill happily switch products.I called in ad spoke to someone that said she would make a rwport and i sent an email to corporate- no responses. I've never been so insulted by a company.

Business Response:

Please know we value your loyalty to P&G products through the years.  We understand you’re upset about the letter you received and we appreciate the opportunity to address your concerns.

After receiving your message, we reviewed our records and found coupons were sent for Tide, Pampers and Bounty and other P&G products.  Our records show coupons were sent on numerous occasions in the past months and we’re sorry to hear your report of not receiving some of them.  While we understand consumers may have legitimate problems with one of our products on occasion, the number of complaints from your household exceeds what we feel is reasonable.

As a company, our goal is to manufacture high quality products and we want you to use our brands with confidence.  Please be assured you can mail P&G products to us if you’re concerned about their quality and would like to be compensated for your purchase.  When mailing items, we recommend using a trackable method. Another option is to check with the store where the product was purchased about their return policies.  

We appreciate your past use of our products, and hope you will continue to use them in the future.  If you have any additional questions, please feel free to give us a call at ###-###-####.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Someone from P&G called me and basically told me the same thing. I have never been given any Bounty Coupons. I did have an issue with a Venus razor which I did mail in. I have always offered to mail in the products, and they have told me no need. I understand P&G policy on this, but I do not agree with it, and there is no wiggle room. I will be calling in about the current products that I have to obtain a label to have them shipped, and then I will promptly change brands on every household item that I use.

Thank you forthe courteous response, but I do not accept nor agree with it. 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

9/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a tube of Tide-To-Go. I used the product on a pair of beige pants with a tea stain on them. The Tide-to-Go instead discolored my pants and thus has ruined them. I am a fan of other Tide products and found myself extremely disappointed when I arrived at my workplace looking sloppy.

Desired Settlement: I am not satisfied with this product, considering it ruined my favourite pair of pants. I would like a refund or some sort of compensation for this awful experience.

Business Response:

Thanks for your loyalty to Tide.   While it's great to hear you’re a fan of our products, we’re sorry you noticed some discoloration on your pants after you used Tide to Go to try to remove a tea stain.  Since you were on your way to work when this happened, we realize this must have been upsetting for you.  We’d like to assure you Tide to Go has been thoroughly evaluated and it’s safe to use as directed on all washable and dry-clean-only fabrics that are colorfast.  We’ve followed up separately by email with tips we hope will help you remove the stain on your pants. If you’re unable to remove the discoloration using the methods suggested in our message, please let us know.

Because your satisfaction is important to us, we’re sending you a coupon for a complimentary Tide detergent product.  You can expect to receive our letter via postal mail within the next 3 weeks. 

If we can be of additional assistance with this matter, please let us know.  We appreciate the time you've taken to bring this to our attention and welcome the opportunity to address your concerns.

9/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the Crest 3D White Whitestrips at a Walmart and used a $7 coupon. The package had a small oval yellow sticker UNDER the shrink-wrap that said "SAVE $10 BY MAIL IN REBATE ... VISIT 3DWHITE.COM TO REDEEM ... valid thru 3/30/2014" When I printed the rebate form, I noticed that it stated "This offer cannot be combined with other offers, including coupons." On 8/9/13 I phoned 855-274-0050 for the 2nd time (first time was on 7/24/13) to explain that this is false advertising because there is no way of knowing before purchasing this product that using a coupon will invalidated this rebate. The company representative and her supervisor at Crest apologized and explained that this is the offer and that they cannot do anything about this. I explained that I could have used the $7 coupon for a less expensive product and that at the very least, I would like to get a replacement $7 coupon. The Crest reps again explained that they are unable to help me, and apologized. My complaint is that Crest is misleading consumers by not mentioning on the packaging that this rebate cannot be combined with other offers including coupons.

Desired Settlement: I would like Crest to honor this $10 rebate.

Business Response:

Thank you for your purchase of Crest Whitestrips.  We're sorry to hear of your disappointment with the terms for the Crest 3D White Whitestrips $10 Rebate Offer and appreciate the time you've taken to let us know how you feel. Feedback from thoughtful consumers like you guides us as we look for ways to improve future promotional offers and you can be sure your comments have been shared with the appropriate people in our company.

Please know we value your loyalty to P&G products and your satisfaction means a great deal to us.  Since you hoped to participate in the rebate when you purchased the product, we understand your frustration.  We're following up separately by email and postal mail regarding your request. You can expect to receive our letter within the next 2-3 weeks.

If you have any additional questions or concerns, please let us know. We appreciate your interest in P&G products and welcome the opportunity to address your concerns.

9/4/2013 Problems with Product/Service | Complaint Details Unavailable
9/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted PG 35 times now regarding defective products. They claim to have a money back guarantee. I have spent hours on the phone, in their chats, and via email. I was promised a refund of $46.01 and told it would take 4-6 weeks only to get a letter three months later saying I did not provide enough information. I have given them more than ample time to honor their money back claim and they have not done so. I explained when I first contacted them I did not keep all the packaging and UPC codes because really who does that?! You expect a product to work so you discard of the packaging, now they are arguing with me and refusing to honor their promise to refund me which I have in writing from them. I want my $46.01 back now.

Desired Settlement: $46.01 refund I was owed 3 months ago

Business Response:

Thank you for your interest in Clairol.  We’re sorry you weren’t pleased with the hair care products you purchased in 2010.   Your satisfaction is very important to us, so we appreciate the additional opportunity to address your concerns.

According to our records, after you contacted us to inquire about a refund, we requested additional information to review your request for a reimbursement in the amount of $46.00.  In February 2011, we received the materials you sent, which included a credit slip from the beauty supply store showing a credit for $26.10.  As a gesture of goodwill, we sent a check in the amount of $15.00 to ensure you were fully refunded for your purchase.

If you have any additional questions regarding this matter, please let us know. You can reach us by calling ###-###-####.  

8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have done the covergirl+olay $10 rebate on November.2012,but I haven't received the $10 rebate for 8 months,I try to connect with the rebate center no one can help me.

Desired Settlement: I want get the $10 rebate

Business Response:

Thank you for your purchase of CoverGirl and Olay products!  We’re sorry you didn’t receive a rebate after you submitted for our CoverGirl + Olay $10 Rebate and regret the frustration you experienced when you tried to contact the rebate center for assistance. Please know we are concerned by your report and appreciate your efforts to bring this to our attention.

We want to make sure you receive the assistance you’ve requested and we’ve followed up separately by email with a request for additional information to help us investigate this matter.  If you have any additional questions, please let us know. We value your loyalty to P&G products and appreciate your patience will we look into this for you. Thanks for getting in touch.

8/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been using this brand for a few years, but now that i tried the red zone collection it burned both of my arm pits to a second or third degree look like; it started on Saturday July 20th and it is now Tuesday July 23rd it is not going away and I still have the burning and my skin is also getting really dry and it is peeling.

Desired Settlement: I want the company to be responsible for all the consequences that this is causing me and that ones to still come along, such as health problems, doctor's bills, etc...

Business Response:

We’re sorry to hear of your experience while using Old Spice Red Zone Body Spray and hope you’re feeling better.  We appreciate the time you’ve taken to bring this to our attention. 

Please know the health and well-being of those who use our products is very important to us.  We'd like to assure you our products are thoroughly evaluated to be safe when used as directed. Additionally, we maintain an ongoing safety monitoring program to assure the highest standards of safety and quality.  Your report has been forwarded to our Health and Safety Consultants and they will be following up by postal mail regarding your request for compensation for your medical expenses. In the meantime, please save any remaining unused product in case we need to retrieve it or obtain additional information. 

It may be helpful to know Old Spice Red Zone Body Spray is not an antiperspirant or a deodorant - it doesn't contain the antibacterial ingredients found in deodorant.  It's designed to be apply a scent to the body.  Our body spray contains a controlled release scent system and releases scent steadily throughout the day.

Because your satisfaction is important to us, we're sending a pre-paid debit card to refund your purchase and a coupon for a complimentary Old Spice product.  Please allow 2-3 weeks for delivery.  For answers to medical questions, we recommend you speak with your doctor who will be able to give you the best advice.

Once again, we’re sorry to hear of your experience.  If we can be of additional assistance, please let us know.  We value your loyalty and appreciate the opportunity to address your concerns.

8/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last November I participated $15 HOLIDAY MUST HAVES REBATE of P&G company, and until today, I haven't received my rebate. During the past 7 months, I used lots of ways and spent much time to contacted the rebate center and P&G company, but the result is still frustrated. I have complained the rebate center via BBB and it completely disregarded.I contacted the rebate center many many times from January, every time they just let me mail or email my materials, again and again and no further response. Last month, I emailed the P&G company again for help, this time they replied me on June 17th, however they still told me my rebate hadn't loaded into their system and let me fax or mail my materials again. They also told me that customer satisfaction's always their top priority, so I introduced my experience about this rebate and asked what's the standard of P&G company's customer satisfaction, I hoped their company's customer satisfaction wasn't just talk. And after that, 1 month has passed, I didn't get any response.Since P&G company chose this rebate center, I participated two rebates and didn't receive any one and this situation never happened before. My friends also have the similar situation, the rebate center just let customers wait indefinitely and finally we choose to give up. I feel that they are cheating people and trying to get out of paying the promised rebates. Maybe I no longer participate P&G rebate, but for this time I need a fair treatment. I should receive my rebate check or give me reasonable reasons to reject my rebate. Thanks and Best regards.

Desired Settlement: My $15 rebate and compensation for my wasted time.

Business Response:

Thank you for your interest in P&G products.  We’re very sorry you didn’t receive a rebate after you submitted for our $15 Holiday Must Haves Rebate and regret the frustration you experienced when you tried to resolve this matter with the rebate center.   Please know we are concerned by your report and appreciate your efforts to bring this to our attention.

We want to make sure you receive the assistance you’ve requested, and we’ve followed up separately by email with a request for additional information to help us investigate this matter.   We’re also sending a coupon via postal mail which we hope you’ll enjoy using.  You can expect to receive our letter within the next 2-3 weeks.

If you have any additional questions, please let us know.  We value your loyalty to P&G products and appreciate your patience will we look into this for you.   Thanks for getting in touch.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

***** ****

 

 

 

8/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Swiffer Wetjet earlier this year. This product acquired a defect this July and came with a 1 year warranty. I have been trying to go to the warranty page and it keeps telling me that its a "messy" page (meaning the page is not working properly). I have tried to successfully fill out the warranty form on several different computers and under multiple networks. The furthest ive gone is to try and submit the form only to find out that the page is "messy" again. Sometimes the form doesnt even show up. I have tried to find a number to call them but that apparently doesnt exist. I feel like they are avoiding the warranty.

Desired Settlement: Give me a new one or give me my $20 back

Business Response:

Thank you for purchasing a Swiffer WetJet to help you keep your home clean!  We appreciate your interest in our product and we’re sorry to hear of the problem you experienced. Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure your comments have been shared with the appropriate people in our company.

At Swiffer, we’re committed to keeping you satisfied.  Our goal is to manufacture high quality products that consistently delight our consumers and we have several checks in place to ensure their quality.  Swiffer WetJet comes with a one year warranty to be free from defects due to faulty material or workmanship.  Information about the terms of the warranty, and a toll free number consumers can use to contact us with questions about the product or the warranty, are included in the instruction manual.

Please know we regret the difficulty you experienced when you tried to sign up for the warranty on line and we want to assure you the site appears to be working properly at this time.  Because your satisfaction means a great deal to us, we’ve followed up by email and postal mail on your report and request for a replacement for your WetJet.  If you haven’t received our letter by now, you can expect to receive it via postal mail within the next 2 to 3 weeks.

If you need to reach us in the future, it may be helpful to know we also include our toll free number on Swiffer product packages and labels.   Additionally, there is a “Customer Support” link on the bottom of the swiffer.com homepage.  When you click on this link, you’ll be taken to a page where you can search for answers to frequently asked questions or send us a message via the “email us” link. 

Please let us know if we can be of additional assistance with this matter.  We value your loyalty and welcome the opportunity to address your concerns.

Consumer Response:

 

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. 

Regards,

 

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

 

 

 

7/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I submitted a rebate form in response to P&G's "covergirl+olay $10 REBATE" offer LAST NOVEMBER and didn't get any reply until today. I made tons of calls to ###-###-#### from the back of the rebate form but NEVER A PERSON ANSWERS. Could you help me to solve it. Thanks.

Desired Settlement: I'd like P&G to honor this offer and choose a responsible rebate center next time.

Business Response:

Thank you for your interest in CoverGirl and Olay!  We're pleased you purchased our products and very sorry you didn't receive a reply after you submitted for the $10 rebate offer.  We also regret the difficulty you experienced when you tried to reach our Promotions Team by phone.  We understand your frustration and appreciate the time you’ve taken to bring this to our attention.  Please be assured, your comments have been shared with the appropriate people in our company.

After we received this message, we checked with our Promotions Team and learned your submission qualified; however, there was a problem with the mailing address. We apologize for the confusion and any inconvenience this may have caused you.  Your satisfaction is important to us, so we want to make sure you receive your rebate.  A prepaid debit card in the amount of $10.00 has been requested to honor your submission and you can expect to receive it within the next 2-3 weeks.

If we can be of additional assistance, please let us know.  You can reach us by calling ###-###-####.  We value your loyalty and welcome the opportunity to address your concerns.

Consumer Response:

 

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. 

Regards,

 

******** ***

 

 

 

7/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Did not honor rebate because the seller *******) offered a coupon discount.

Desired Settlement: Rebate to be honored.

Business Response:

We appreciate your interest in Crest products!  We are very sorry to hear of your disappointment  with our Crest Whitestrips $10 Rebate Offer. Your satisfaction means a great deal to us, so we appreciate the time you've taken to bring this matter to our attention.  Please be assured we've shared your report with the appropriate people in our company.

We verified with our rebate center and the reason your submission did not qualify is because it was combined with another discount. The instructions on the rebate form indicates that  it "cannot be used in conjunction with any other offers including previous rebates."

We value your loyalty to P&G products and truly regret your disappointment with this offer. We’re following up with you separately by email and postal mail regarding your request. If you have any additional questions or concerns, please let us know. You can reach us by calling ###-###-####.

We appreciate your interest in P&G products and welcome the opportunity to address your concerns.

7/26/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: It has come to my attention that my **** QuietComfort 15 headset has been damaged due to a battery leak and corrosion. The Duracell Coppertop AAA battery was put in the headset on Thursday, July 4, 2013. The battery does not expire until 2017. Previous batteries from the SAME PACKAGE did not have any leakage.

Desired Settlement: I am requesting a check in the amount of $299.95 for the purchase price of the **** QuietComfort 15 headset * **************************************************************************************************************** *

Business Response:

 

Thank you for choosing Duracell batteries for your devices.  We’re sorry to hear your report of a Duracell battery leaking in your headphones and understand this was upsetting to you.  Please know we’re dedicated to manufacturing high quality products, so all of our batteries are extensively evaluated for safety and go through strict quality checks.  We appreciate the time you’ve taken to bring this to our attention and we've shared your report with the appropriate people in our company. 

 

Your satisfaction is very important to us, so we appreciate the opportunity to look into this for you.  We've followed up by postal mail with materials you can use to submit a damage claim and you can expect to receive our letter within 2-3 weeks.  Once we receive all of the requested items, we ask that you allow 6-8 weeks for us to evaluate your claim. As soon as our evaluation is complete we’ll follow up with you by postal mail.  In the meantime, if you have any additional questions regarding this matter, you can reach us by calling ###-###-####.

 

7/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing due to fact the a brand of theirs dolce and gabbana one sport 5 oz that I purchased for $130 it gives me an allergic reaction and my skin starts to swell and itch and i cannot use this product anymore. This was my first time buying it and trying it and there was no way for me to know what was gunna happen because there has never been any issues with my skin and sensitivity. cannot return to the store and there is nothing the store can do to replace or exchange or refund my purchase price. They told me to contact p&g so that's what I am doing. I really hope we can work this out because this is becoming a lot if hassle and causing me wasted time and two trips to the store I bought It at totaling about. $60 in gas on top of the. 130 so $190 just alone wasted trying to get this issue worked out. Please respond ASAP so that we can work something out . Thank you

Desired Settlement: I would at the very least like a refund of the $130 spent on the product and the cost of cost or other free items p and g offers to make up for over the $60 gas I spent on gas to travel back and forth to try to exchange or get a refund.

Business Response:

Thank you for your interest in our fine fragrances.  We’re sorry to hear of your experience while using Dolce & Gabbana The One Sport.  Please know our products are thoroughly evaluated to be safe when used as directed. Additionally, we maintain an ongoing safety monitoring program to assure the highest standards of safety and quality. We appreciate the time you've taken to bring this to our attention and we’ve shared your comments with our Health & Safety Team.

We’ve followed up separately by email on your report and request for a refund of your purchase of Dolce & Gabbana.  Our message includes a fax number you can use to send a copy of your receipt to us. If you have any additional questions, you can reach us by calling ###-###-####.

7/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Gillete Fusion razor blade cartridge. I have shaved with this product many times prior to this incident. I began shaving with a brand new never been used cartridge. One of the blades broke in half while I was shaving and this caused a 3-4 inch slice on my cheek near the center of my face.

Desired Settlement: I would like to know that the injury is a serious matter to the company and not a trivial incident. I would like to know that the company has taken steps to insure that I will not have the same problem if I were to continue to use the product. I would like to know that steps have been implemented so nobody else will suffer a similar or worse injury through the use of the product.

Business Response:

Thank you for choosing Gillette Fusion products for your shaving needs.

We’re very sorry to hear of your recent experience while shaving with a Gillette Fusion Razor and hope you’re feeling better.  Please know we understand your concern and want to assure you the safe use of our products is always our top priority.  At Gillette, we devote considerable effort to produce only the highest quality products and we carefully monitor all phases of production to ensure this. It’s important for us to be aware of any safety concerns regarding our products, so we appreciate the time you’ve taken to contact us directly to report this incident and we’ve shared your report with our Health and Safety team.

When a consumer reports a problem with the use of one of our products, we are concerned and feel it is important to gather information.  We’re sending a questionnaire by postal mail which we hope you’ll complete and return in the mailing materials we’re providing to help us better understand your experience.   An examination of the cartridge is also important to help us know what may have happened, so we’re sending materials you can use to return the product for evaluation.  Please look for our letter to arrive within the next 2-3 weeks.

Once again, we’d like to apologize for your experience.  We value your loyalty and hope you will continue to use our products with confidence.  If we can be of additional assistance, please let us know.  You can reach us by calling ###-###-####. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response from the company is what I would have expected when I first made them aware of the problem with the product. So I am dissappointed in them that it took two direct contacts from myself and one from the BBB to open a realistic review of the issue. The company has informed me that they would like the defective item returned and I plan to comply if I receive the mailing materials they are planning on sending to me in 2-3 weeks. After they receive the defective item, I am not sure what their response to me will be. For the reason of a delayed response from the company, I am rejecting their response. I hope that they will be able to address my issue with the defective product in a timely manner once they receive the item in question.

 

Regards,

 

******* ****

 

 

Business Response: We deeply regret your disappointment with our response to the issue you reported to us.  Please be assured your initial report was promptly shared with our Health and Safety experts for analysis.  At their request, the questionnaire and mailing materials were sent to you so that we might learn more. Our Quality Assurance Team received the product you returned for evaluation and we thank you for your efforts to send it to us.  We appreciate the opportunity to investigate your report because the quality and consumer satisfaction from our products is a responsibility we take very seriously. Your past support of Gillette is also greatly appreciated, and we are sending you a replacement razor and refills from our top-of-the line system in acknowledgement of this.  If you have any questions, please feel free to contact us at ###-###-####.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Once again the company has not done enough to address my concerns. They have sent a new product but have not explained why the original product failed and caused my injury. They have not satisified my concerns that another faulty product could result in another injury to myself or someone else. I sent the faulty product to the company as they requested and informed them of the issue on multiple occassions, yet the company does not take any measures that solidly show they are concerned their product caused me physical harm nor have they showed respect for the consumer who may have a similar incident with this dangerous product. 

Regards,

 

******* ****

 

 

Consumer Response: I have attached pictures of all the document the company has sent me that I did not send back to them. I have also included a picture of my injury and the product in question.

Business Response:

We understand your concerns and want to underscore our deep commitment to the quality of our products and the full satisfaction of all Gillette users.  We are highly disappointed that you have had a negative experience with our brand, however, we thank you for your report and for returning the product to help us gain a better understanding of the matter you described.

Please know that our Quality Assurance team is investigating relevant production and inspection processes with a team of technical experts.  We devote considerable effort to produce only the highest quality products by using state-of-the-art control systems that carefully monitor the manufacturing process.  Additionally, we continually re-evaluate our quality systems to ensure we maintain the highest standards for our products. 

Again, we appreciate your contacting us to share your experience with our brand.  We hope you will accept the product that was sent as a gesture of thanks for taking the time to contact us.  We also appreciate your past loyalty. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The company has not addressed the issue of their faulty product. They use terms such as "you having a negative experience with our brand". The company states "they have a deep commitment... and the full satisfaction of all Gillette users", then send a coupon for the same faulty product and later a differnet product in their line as a "gesture of thanks" for informing them of the injury caused to me by their product. The company has not made an agreement with me in any of their responses and I do not feel a full satisfaction with the company's actions towards this issue.
    

Regards,

 

******* ****

 

 

Business Response:

We’re very sorry you’re disappointed with our response to your experience while shaving with a Gillette Fusion cartridge.  Please know the quality of our products is a top priority.

An evaluation of the product is the best way to understand the problem you reported, so your efforts to return the cartridge are appreciated and important to assuring our high standards.  Your report was promptly shared with our experts for analysis because the quality and safety of our products is a responsibility we take very seriously.  We want to assure you we’re committed to doing everything possible to ensure the highest quality products for our consumers and we take the appropriate actions necessary to make sure our consumers can count on the performance of our products.

We deeply regret your experience with Gillette Fusion and your disappointment with the coupon and product we sent.  As a gesture of goodwill, we’ve requested a prepaid debit card to refund your purchase and you can expect to receive it within the next 2-3 weeks by postal mail.    

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9532414, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The company still has not taken responsibility for their product. They once again say that they, "regret your experience". They claim, "the quality and safety of our products is a responsibility we take very seriously" however, it was only after I contacted the company twice and then contacted the BBB that they requested to have the faulty  product returned to them. After all this "deep regret" and "commitment to their customer", they offer to refund the purchase price. This is an action any competent cashier at the local market would conduct and not the "goodwill gesture" of a company that has a customer in nearly every part of the world.

 

Regards,

 

******* ****

 

 

7/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 30, 2013 I purchased $108.41 worth of groceries from *** ********* **** located at **** ******** ***** ***** ***** *** *****, phone number ###-###-#### with my membership. The item for which my complaint is issued on behalf of is a 170 FL OZ (1.32 GAL) 5.02 L Tide for COLDWATER Detergent bar code number *********920. On the date of Tuesday, May 28, 2013 7:00 AM EST I grabbed my computer from my briefcase which is kept in the laundry room and turned on my computer to find that two buttons on the upper right hand side of my computer were solid orange color and the fan was loudly running as if the computer was about to explode. I hurried and disconnected the battery from the back and found a blue residue within the battery compartment of the computer. I went to my brief case and found inside my briefcase a puddle of blue fluid. I then went into the laundry room and found that the cabinets that hang over the washer and dryer and side area that I lay my briefcase purse and keys were flooded with the Tide Detergent. I analyzed the bottle and found a tiny plastic treading still connected to the inside of the bottle that had come through the opening of the red button dispenser and had lodged between the plastic release plunger and the white tubing, there for holding the plunger open for the entire Memorial Day weekend (Fri. afternoon, Sat. Sun. and Mon.) that my husband and I were away. My computer was analyzed by a hardware certified technician and was concluded that as a result of the Tide Detergent leaking into the hardware the motherboard was fried and all hardware and including software applications were disintegrated. I am submitting this request first vs. the course of legal action within small claims as an effort to allow The Procter & Gamble Company to resolve this matter in a timely manner. Damages are as follows; Computer ** ********* ******* *** ** ****** Located at HP Home & Office Store for current price of $1,449.00 Found here ******************************************************************************************************************************************************************************************** Brown Leather Ladies Computer Tote Bag with my initials M.K. Located at ********** current price $180.99 Found here ****************************************************************************I am only requesting these two above items be reimbursed to me or purchased and delivered to me as they are in my immediate need. If the above items are returned to me in a timely manner i.e. meaning within the next 60 business days from May 29, 2013 I will not request the replacement of my Tide Detergent warped cabinets be placed within the complaint and I will consider the complaint resolved to a satisfactory resolution. If I do not receive the requested resolution within 60 business days I will submit a small claims case for the maximum amount allotted within the state of Florida for $5,000.00. The damages will at that time include cabinet repair with parts and labor. Thank you Kindly.

Desired Settlement: ******** ** ********* ******* *** ** ****** ******* ** ** **** * ****** ***** *** ******* ***** ** ********* ***** **** ******************************************************************************************************************************************************************************************** ***** ******* ****** ******** **** *** **** ** ******** **** ******* ** ********** ******* ***** ******* ***** **** ****************************************************************************I am only requesting these two above items be reimbursed to me or purchased and delivered to me as they are in my immediate need. If the above items are returned to me in a timely manner i.e. meaning within the next 60 business days from May 29, 2013 I will not request the replacement of my Tide Detergent warped cabinets be placed within the complaint and I will consider the complaint resolved to a satisfactory resolution.

Business Response:

We value your loyalty to Tide and we’re very sorry to hear your report of detergent leaking onto your computer and briefcase.   We realize this must have been upsetting to you.  Please know we’re dedicated to manufacturing high quality products and we have several checkpoints along our manufacturing lines to ensure you receive products that meet our high standards.  It’s important for us to be aware of any concerns regarding our brands, so we’re appreciative of the time you’ve taken to bring this to our attention and we’ve shared your report with the appropriate people in our company.

An evaluation of the bottle is necessary for us to understand what may have happened, so we appreciate your willingness to return it to us.  We’re following up via postal mail with the materials you will need to return the bottle and submit a damage claim. Once we receive all of the requested items, we ask that you allow 6-8 weeks for us to evaluate your claim. As soon as our evaluation is complete we’ll follow up with you by postal mail. In the meantime, if you have any additional questions regarding this matter, you can reach us by calling ###-###-####. Thank you for giving us the opportunity to look into this for you.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 *******
Inbox
x

Per your request email correspondence asking for case status to be reopened and notation of the following.

I contacted P&G on both 06/24/13 and 06/25/13 I asked the status of my claim and was informed that they have no record and or notation of my package being received.

***** ***** **** ****** provided a print out of their Product Tracking System that reflects the package was signed for by ******* **** on 06/18/13 at 11:26:00 and the following details:
Your Label Number       Service Status of Your Item     Date & Time     Location        Features
        *************   Package Services        Delivered       June 18, 2013, 11:24 am         CINCINNATI, OH 45203
                        Available for Pickup    June 18, 2013, 10:44 am         CINCINNATI, OH 45203
                        Arrival at Unit June 18, 2013, 9:38 am  CINCINNATI, OH 45203
                        Depart **** Sort Facility       June 18, 2013   CINCINNATI, OH 45235
                        Processed through **** Sort Facility    June 17, 2013, 1:52 pm  CINCINNATI, OH 45235
                        Dispatched to Sort Facility     June 15, 2013, 5:55 pm  TAMPA, FL 33647
                        Acceptance      June 14, 2013, 10:16 am         TAMPA, FL 33647

Please reply by email that you have received this correspondence. Thank you. *****

Regards,

***** ******

 

 

Business Response: Since we did not have the details you requested on June 25 regarding the status of the materials you returned for evaluation by our damage claims team, we checked for additional information.  We’ve confirmed our damage claims team received the materials and they’ve forwarded the bottle to our Quality Assurance team for evaluation.  We appreciate your efforts to send the requested materials to help us gain a better understanding.  Thank you for your patience while we look into this for you.

7/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

I have 2 cats that have developed crystals in their urinary tracts from eating Iams cat food 3 years ago when I got a cat from a friend, she was feeding this cat Iams Proactive health cat food for his entire life, so I continued with it as not to upset his system, about 6 months after i had him he started to act strange, tired, lethargic,and having problems urinating, to the point of being in pain on a saturday afternoon, i called the vet and had to rush him to the vet, where the vet had to catherize my cat, give him antibotics for a week , saliene through a iv and keep him for 3 days, the bill was outragious, but we were able to save him, he had a complete blockage of his urinary tract from cryatals from eatting Iams cat food, then about 1 year ago, I rescued another cat and he was eatting Iams cat food but a different formula so i didnt think that it would be a problem to feed my other cat the same thing, and the rescued cat develpoed crystals in his urinary tract also but we caught it in time before it completly blocked it, the vet once again told me it was from the Iams cat food and to NEVER feed them that again, i can produce copies of the bills if needed to support my claim

Desired Settlement:

I am seeking full refund of the entire vet costs, of almost 500 dollars, as this had been very hard to cover being a divorced mother of 2 children and not recieving any assistance

Business Response:

We are sorry to hear about the illness your cats have endured. Please know we take the health of our four-legged consumers very seriously.  We appreciate the time you’ve taken to bring this to our attention and welcome the opportunity to address your concerns.

 

After reviewing the invoices you provided to document the treatments offered by your vet, we consulted with your veterinarian over the phone.  Based on the information we received, our Pet Health & Safety Team concluded there is no direct correlation between the Iams cat food and your pets’ illness.  We have attempted to reach you by telephone; and left our contact information to address any questions or concerns that you may have.

 

While we understand you would like to be reimbursed for your vet bills, we do not have any information to show the use of our product is related to your cats’ illness.  We hope that you will understand that under these circumstances, we are denying your request.

 

If you have questions, please feel free to contact us at ###-###-####.

 

7/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Less than 2 months after purchasing a new Oral-B electric toothbrush, I experienced a product defect. Upon contacting the company, I was told I would have to pay postage to have the product serviced. Although the warranty states this is their policy - conveniently for them it's not until after you've already paid them your money and opened the package do you learn this. Having to pay for postage to have a virtually brand new product fixed seems like a very poor way to treat a customer who purchased that product assuming it would work correctly.

Desired Settlement: I would like a brand new replacement product provided to me at zero expense - no shipping costs, no costs of any kind. Why should I be penalized in any way when a product goes bad 2 months after purchase?

Business Response:

Thank you for choosing an Oral-B rechargeable toothbrush.  We’re sorry you experienced a problem with your toothbrush and appreciate the additional opportunity to address your concerns. 

Our goal is to manufacture high quality products and we want to assure you that we make every effort to produce the finest products possible. We monitor every phase of production and continually re-evaluate and upgrade our systems to ensure we maintain our high quality standards.   If you aren’t please with your purchase, we want to know. We appreciate the time you’ve taken to share your concerns and we’ve reported your feedback to the appropriate people in our company.

The satisfaction of our consumers means a great deal to us, so we stand behind the quality of our products.  In addition offering a 2 year repair and replacement warranty, we also offer a 60 Day Satisfaction Guarantee.  If your purchase was made within the past 60 days, you could participate in this offer to receive a pre-paid debit card to refund your purchase. 

We’d love for you to give our toothbrush another try, so we’re following up separately by email regarding your request for replacement of your toothbrush and reimbursement for your postage.  If we can be of additional assistance, please let us know.  You can reach us by calling ###-###-####.  We appreciate your interest in our products and hope this helps reassure you of our commitment to your satisfaction.  Thanks for getting in touch.

7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, Everytime I hqve provided you with my information, I have not one time ever recevied the freebies that you display on line. I feel this a way to gain my information and others and not to follow through with the prodcut that I orginally clicked on for , its really not good business practices to do that to your possible customers, I want all my freebies that I had signed up for,I did everything you had asked me to do. I am making a copy of this letter and will be forwarding it to the BBB,if I do not receive all of my freebies,I have done this at least 3 times,Do what you say you are going to do and send out all my freebies.It states you can get 10 freebies, tide, ***** ******, **** *****, crest tooth paste snuggles for dryer, ****** baggies,downey clothes freshner that you put in washing machine, THis is a gimmick.

Desired Settlement: See above

Business Response:

We’re sorry to hear of your disappointment in not receiving samples after signing up on line.   Since only three of the products you mentioned are manufactured by Procter & Gamble, it sounds like you may have been visiting a freebie site - not a P&G website.  In order to look into this, it would be helpful if you could provide a link to the site you visited.

7/9/2013 Problems with Product/Service | Complaint Details Unavailable
7/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I m not sure whats going on i went to tide.com and tried to make a email to them and only half the page shows up ... i tried phone and both time says office is closed im in ** ****** so im not sure when to call. I llove love love TIDE PODS. i bought a bag and noticed when i opened them that they were all split open and stuck togther ... ( which has only hapened twice to me ) the first time i just went and bought another one, and its happened with cascade dw etergent pods as well. so now i know to LOOK carefully b4 buyng and if i see a pkg like thats default to ring it to clerk, is there any way possible to have a coupn for a free bag of pods ...? i cannot get ahold of tide. it is the 347 g bag of sping meadow upc code ********* and my adress is **** ******* ****** ***** ***** ****** ***** ** ****** ***** ****** *** *** **** if u could have someone maybe send me a coupon to replace the pods or call me .. ty so much ... im so sorry .. im not meanin to be rude. i jus love this roduc on my familys laundry and want to keep using it.

Desired Settlement: see Attached document

Business Response:

Thanks for choosing Tide Pods for your family’s laundry.

We’re delighted to hear you love using our product and sorry to learn some of the detergent pacs were stuck together.  We understand this is frustrating and want to assure you we have many checkpoints along our manufacturing lines to ensure the quality of our products. Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure your comments have been shared with the appropriate people in our company.

It may be helpful to know that if the liquid chambers aren’t broken or leaking outside of the pac, the product will still perform very well and you can use as instructed on the label. However, if the liquid chambers are broken, discard and use another pac.  If you have two pacs that are stuck together, do not pull them apart as they may split or tear open. Instead, we recommend you add both pacs (still stuck together) to the wash load. 

Also, it’s important to know Tide Pods are water soluble so if a pac gets wet before putting it in the washer, it could begin to partially dissolve. Be sure to keep your hands dry when handling, store the product in a cool, dry area and close the package after each use.

Staying in touch with consumers is important to us, so we appreciate the time you’ve taken to let us know of the problems you experienced trying to reach us directly.  Our website appears to be working properly at this time, but it’s possible we were experiencing a temporary glitch when you tried to send a message.  If you need to reach us by phone in the future, we're available Monday through Friday, between 9am and 6pm (EST).

We hope this information is helpful. Because your satisfaction means a great deal to us, we’re following up separately by postal mail with a coupon for replacement product.  Please allow 2-3 weeks for delivery.

If we can be of additional assistance, please let us know.  We value your loyalty and welcome the opportunity to address your concerns.  

7/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: rebate offer by crest whitening strip , to go online for rebate. i went on line , i can't find a mail in rebate form . supposed to be a 10.00 rebate.

Desired Settlement: 10.00 rebate sent to me.

Business Response:

Thanks for your interest in Crest 3D White Whitestrips!

We’re glad you want to participate in our $10 rebate and sorry to hear of the frustration you experienced when you visited our website to download the rebate form.  We appreciate your efforts to bring this to our attention.  You can be sure your comments have been shared with the appropriate people in our company.

To find the rebate form, please visit *************** and click on “NEW! Coupons.” Next, click on the button that says “Save $10.”  This will pull up the rebate form you need to participate in the offer. The rebate form includes the offer requirements and the address to use when mailing your submission. 

If we can be of additional assistance, please let us know.  You reach us by calling ###-###-####.  We value your loyalty to Crest products and appreciate the opportunity to address your concerns.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

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

 

 

 

7/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/25/2013, I received a message from **********, which is a P&G company, promising me a kit for an in-home beauty party, the sole purpose of which was to advertise P&G's summer products to a group of friends. I confirmed my address and received a subsequent message saying that I WOULD (not MAY) be receiving this kit, and to go ahead and issue invitations to my friends. I did so. On 5/24/2013, I received another message stating that my kit could not be shipped because there was a problem with my address. There was NO problem with my address; it was correct when I submitted it and it was correct when I checked it on ********** that day. My address is not a PO Box and I receive ********* deliveries at least weekly. I requested further clarification from ********** and they said they could do nothing because it was P&G's decision. I contacted P&G and heard nothing until 6/9/2013, when they said they had no kits to resend. They never sent me a kit in the first place. They did not address me being lied to and asked to have a party to advertise their products when they had no intention of sending me any products. They asked me to invite my friends to a party, knowing that they would not send me products, and did not notify me of this until after asking me to host this party, hoping that I would be forced to spend my own money to buy their products in order to save face in front of my friends.

Desired Settlement: I want the kit I was promised or the value of the kit in comparably priced P&G products.

Business Response:

Thank you for your interest in Vocalpoint and our RSVParty Kits.

We’re delighted you’re interested in hosting an in-home beauty bash and understand your frustration in learning our system indicated we wouldn’t be able to ship a RSVParty Kit to your mailing address.   We appreciate the time you’ve taken to bring this to our attention and welcome the opportunity to look into this for you.

After reviewing the information you provided and double checking the address in our files, we realize you received this message in error.  We’re sorry for the confusion and hope you’ll accept our sincere apology. 

We’d love to try to make it up to you. Since we don’t have a kit that we can send at this time, we’re sending coupons you can redeem for complimentary P&G beauty care products that you can share with your friends.  Please allow 2-3 weeks for delivery by postal mail.

If you have any additional questions, please let us know.  You can reach us by calling ###-###-####.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

 

This acceptance is contingent on the coupons arriving as promised. Another complaint will be filed if the coupons do not arrive.

Regards,

 

***** *****

 

 

 

6/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I spoke to **** Customer Service supervisor for Oral B on 3/4/13 because the company discontinued the Oral-B-Humming-Bird-Power-Flossier and refill kits due to what they claim is lack of demand. When I explained to customer service supervisor **** that there is a gray market demand for their product online with some sites in ****** asking for several hundred dollars for what was normally sold below $20, she had no answer. I told her that a good customer service department's role it to attempt to accommodate their customers. I suggested that since Oral B no longer makes the Humming bird and it refill floss picks what could they suggest in it's place? Again she had no response. I then told her of the 1947 romantic comedy ******* ** **** ****** (with ******* ****). There was the classic scene where actor ****** ***** playing a ****** department store **** ******* recommends a toy fire engine from ******* their competitor. I attempted to explain to **** that this was what was meant by customer service. needless to say **** never heard of this movie nor had she ever heard of ******* ****. Both are strange since **** claims to be a customer service supervisor and both would be of great service to her. I don't know if my customer service lesson was lost on her but I encouraged her to watch ******* ** **** ******. ********************* ***********************tm/Oral-B-Humming-Bird-Power-Flosser-Pick-Flosser-Refills-Pick-Refills-new-*************?****************************************************

Desired Settlement: I would hope they suggest a suitable replacement .

Business Response:

Thank you for your interest in Oral-B products.

We’re sorry you're disappointed that we discontinued the Oral-B Hummingbird Flosser and Refills and regret your frustration with the response you received when you contacted us for assistance.  Your satisfaction with our products and service means a great deal to us, so we appreciate the time you’ve taken to bring this to our attention.

Generally, decisions to start or stop making products are based on consumer demand, so feedback like yours is extremely valuable.  Please be assured I'm sharing your disappointment with the appropriate people in our company.  Since we're no longer offering the product you’re trying to find, we hope you'll consider trying Oral-B Floss or Oral-B Floss Picks.  As a gesture of our appreciation for your loyalty, we’re sending coupons you can use to try our floss products.  Please look for our letter to arrive in 2-3 weeks.

Thanks again for your interest in Oral-B.  We value your loyalty and appreciate the time you've taken to get in touch.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

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

 

 

 

6/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: P&G advertised a $25 rebate with the required purchase of Prilosec OTC drugs. the mailing deadline was 3/1/11. I purchased the required product within the time frame advertised and went to the website to download the rebate form and it had been taken off the website prior to the mailing deadline. I completed and required information to "contact us" and indicated my issue but two weeks later I have heard nothing from them. They did make the rebate forms available in drug stores - only on their website and then removed it prematurely. I feel that they are cheating people and trying to get out of paying the promised rebates.

Desired Settlement: They only thing I want out of this is what was promised - a $25 rebate for purchase of their product.

Business Response:

Thanks for your purchase of Prilosec OTC in 2011.  We’re sorry to hear of the frustration you experienced when you tried to download the form required for participation in our offer.  We understand this must have been disappointing and appreciate your efforts to bring this to our attention.  Feedback from thoughtful consumers like you guides us as we look for ways to improve future promotional offers.

Since you were unable to participate in the offer, we’d like to help.  We’re sending coupons for complimentary product as a gesture of goodwill.  Please look for our letter to arrive within the next 2-3 weeks.  We value your loyalty and hope this helps reassure you of our commitment to your satisfaction.

If we can be of additional assistance, please let us know.  You can reach us by calling ###-###-####.   We appreciate your interest in Prilosec OTC and welcome the opportunity to address your concerns.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

****** ***

 

 

 

6/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filled out a complaint form online for Oral B double pack of dental floss that was $6.99. The floss is split from the inside and even opening the blue case to take the floss out did not help. It is completely split. A customer service person replied and said I would be sent something. A month passed with nothing so I filled a form out again, no reply. A month passed again, I filled out the form again 4/23/13. On 4/24/13 I called and was told something was issued to me and they do not know why it was cancelled. Someone promised to call back. Instead I received an email asking for all my information again. I have put all the information in the form twice and given it today over the phone. I no longer have the packaging but I have the floss and know its a double pack for $6.99. I called again this afternoon and was told she would look into it and call me back. I asked when. SHE said by 5 pm her time, its 5pm right now, no call. Look up my complaints thru my email *************** is hoe she said she found it. Send me my refund now. Over 2 months and you never ever followed up. Horrible customer service. I am owed $6.99 plus CA tax now

Desired Settlement: 6.99 plus CA tax as of February 2013

Business Response:

Thank you for your interest in Oral-B products. 

We're sorry to learn of your disappointment with the quality of the Oral B Floss you purchased and the service you received when you contacted us for assistance.  Our consumers mean a great deal to us, so we appreciate the time you've taken to bring this matter to our attention.  Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure your comments have been shared with the appropriate people in our company.

After hearing of your experience, we looked into our records to investigate your concerns.  We learned the coupon we tried to send on February 13 was cancelled because we did not have your last name.  We hope you’ll accept our sincere apology for the confusion and any inconvenience this may have caused you.

Your satisfaction is important to us, so we want to help.  We’re following up separately by email and postal mail on your request for a refund.  Please allow 2-3 weeks for delivery of the materials we’re sending by postal mail.  If we can be of additional assistance, please let us know.  We value your loyalty to Oral-B and hope this helps reassure you of our commitment to your satisfaction.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

If a company cannot fulfill their promise of sending me something by mail for not having my last name that is ridiculous. They have my number and email address to contact me and ask my last name. Dishonest. I will wait for the new supposed mail to see if I agree. 

Regards,

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

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

I have waited over 3 weeks now. I was told by *****, who replied to complaint, she was sending a coupon and a refund on a debit card. I emailed her to let her know I have not received a refund on a debit card. She ignored me. I have her email saved from April 29.


 

 

 

Business Response:

We’re sorry you didn’t receive the refund we promised to send and appreciate the time you’ve taken to bring this to our attention.  Your feedback is important to our efforts to maintain our high standards and it has been shared with the appropriate people in our company.

Please know we share your frustration and we want to make sure you are reimbursed for your purchase.  After we received the email you sent on May 22 to let us know of the problem, we looked into this matter.  Our records show a prepaid debit card was requested on April 29, 2013 and shipped on May 1, 2013.  Since you didn’t receive it, we notified the appropriate personnel and a replacement card was requested for you.  We replied by email on May 22 to let you know the steps we’d taken to follow up on your report and we're also following up by postal mail. 

We regret any inconvenience this delay may cause you and appreciate your patience.   If we can be of additional assistance with this matter, please let us know.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


The person who called me said they do not know what happened, an outside bank sends the cards. I asked for the tracking number or card number, neither were provided. She told me to wait 2-3 weeks again. I have to wait and see if its resolved. 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9517878, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not remember the case number as I deleted the mails thinking this was over. It isnt. I was irritated and now I am angry. I got the card and went to use it and it didnt work! To be in line at a store and thats embarrassing. All I wanted was my 6.99 I am owed. I said fine send the card to get it over with even though I wanted my money and now this is just wrong. I called the card phone number and it said invalid card.

Regards,

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

 

 

Business Response:

Please accept our sincere apology for the problem you experienced when you tried to use the card that you received.  We understand this was upsetting and regret this happened.  A refund has been reissued and should be arriving within the next few weeks. 

If we can be of additional assistance with this matter, please let us know.  You can reach us by calling ###-###-####.  Thank you for your continued patience. 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:


The company is a bunch of liars. I'm done with it. 

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

Regards,

 

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

 

 

 

6/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Diapers Luvs failed to work for my kids, and I send the receipt and a bar code from the box to the company. No money back as it was promised, Now I don't have information on hands since I send the originals to the company

Desired Settlement: Refund for the standard jumbo luvs box is fine

Business Response:

Thanks for choosing Luvs for your children.

Our number one purpose at Luvs is caring for babies and making a comfortable, dry diaper is very important to us.  We’re sorry our diapers didn’t offer your little ones the protection they needed and understand how frustrating this must have been.  Your satisfaction means a great deal to us, so we also appreciate the time you've taken to let us know of your disappointment with the performance of our diapers and the problem you experienced with the Luvs Leakguard Guarantee Offer.  Please be assured your comments have been shared with the appropriate people in our company.

After we received your message, we contacted our Promotions Team to look into this for you.  Regretfully, we don’t have a record of receiving your submission.  Because your satisfaction is important to us, we’re following up by postal mail with coupons to help compensate for your purchase.  You can expect to receive them within the next 2-3 weeks.

If we can be of additional assistance, please let us know. We appreciate your interest in Luvs and welcome the opportunity to address your concerns. 

6/18/2013 Problems with Product/Service | Complaint Details Unavailable
6/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have no complaint with metamucil except to ask why i cannot purchase the metamucil clear in ******* ******* *****a. The CLEAR metamucil is the only product I can take and it keeps me regular every day. I am 75 years old and have had constipation problems all my life until i discovered your product 3 years ago. Please respond.

Desired Settlement: See above

Business Response:

Thank you for your interest in Metamucil.  We appreciate the time you've taken to let us know Metamucil Simply Clear helps keep you regular and understand your disappointment in not being able to find this product in your stores.  Please be assured your comments have been shared with the appropriate people in our company.

We regret to inform you that we will no longer be producing our Clear & Natural or Simply Clear products.  This line of products will be phased out at retailers by the end of 2013 and we apologize for the inconvenience this causes you.  In place of Simply Clear, we encourage you to try our Metamucil products with psyllium fiber which helps to remove waste, promotes digestive health and helps lower cholesterol to promote heart health.  We're following up by postal mail with coupons we hope you'll enjoy using to try our psyllium products. 

If we can be of additional assistance, please let us know.  We value your loyalty to Metamucil and welcome the opportunity to address your concerns.

6/10/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: P&G offers money back refund for trying Swifter starter kit products. I tried two different products (starter kits) and I did not like them. Promotion offer specifies "Limit one offer per household per starter kit". I submitted paper work for both products. They issued me credit for one starter kit ($35.99) but refusing to offer money back for second starter kit mentioning it one per household which is directly in conflict with conditions mentioned on the form.

Desired Settlement: Issue $19.99 refund for Swiffer WetJet Spray as per money back refund policy for second starter kit.

Business Response:

Thanks for your interest in Swiffer WetJet and SweeperVac.  We’re sorry you weren’t pleased with your purchase of our products and regret the frustration you experienced when you tried to participate in our Money Back Guarantee Offer.  Maintaining your satisfaction is very important to us, so we’re glad you brought this to our attention.

We also appreciate your efforts to provide copies of the documents you included with your submission for the Money Back Guarantee Offer to help us investigate the problem you reported.  The denial letter dated April 23, states your submission was not postmarked within the correct amount of days from the date of purchase required for the offer.  According to the terms for the offer, submissions must be made within 30 days of purchase.  Since your receipt shows you ordered the product on March 22, our promotions team reviewed their records to check the postmark date for your submission.  Their review shows your submission qualifies and we hope you’ll accept our sincere apology for the confusion.

A pre-paid debit card has been requested to refund your Swiffer WetJet purchase.  You can expect to receive it within the next 2-3 weeks.  If we can be of additional assistance with this matter, please let us know.  We value your loyalty to P&G products and hope this helps reassure you of our commitment to your satisfaction.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

***** ****

 

 

 

5/31/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am filing this complaint against P&G - Parent of Duracell Trusted Power for cheating and falsifying the terms of Duracell Trusted Power Rebate.Duracell Trusted Power had a rebate offer to purchase 50/100/200$ worth of Duracell Batteries in combination and get a visa gift card for 10/20/50$ based on total spend limit. I met the terms of the offer and submitted the rebate form. However Duracell never got back to me on the rebate. When I called to escalated the issue it was placed under special handling cell who confirmed the submission was received but sent a letter denying the rebate saying the purchase location (*****) was not valid.As per the terms of the offer there was no specific purchase location/dealer mentioned in the rebate form or instructions. The same letter was sent out by the company to dozen other people and original rebate form for which I still have a copy was pulled by the company and new rebate form appeared on their website with the additional information about restriction to certain set of retailers. A complete bait and switch by the company to the extent that the rebate email address was also taken down and complaints bounced back. No replay to certified letter challenging this bait and switch was'nt responded by the company which clearly indicates that companies can run a sham scheme/promotion and rescind from it without consequences

Desired Settlement: Full rebate amount should be sent as original terms and conditions on the rebate form

Business Response:

Thank you for choosing Duracell batteries.  We're sorry to learn of the problem you experienced when you tried to participate in the Duracell Be Prepared With Trusted Power Rebate.  We appreciate your efforts to fax a copy of your submission and the information you provided to help us gain a better understanding. Feedback from thoughtful consumers like you helps us improve future offers and you can be sure your comments have been shared with the appropriate people in our company.

It may be helpful to know the Duracell Trusted Power promotion is offered by Duracell Professional for purchases made through distributors; it does not include retail purchases.  The new rebate form that you noticed is for our current offer which requires distributor invoices dated April 1, 2013 through June 30, 2013.  The form you included with your submission was for the previous offer that required invoices dated from January 1, 2013 through March 31, 2013.   We regret the confusion and understand your disappointment.  Since you purchased over $200 in Duracell batteries hoping to receive the $50.00 rebate, we're following up separately on your request to receive the rebate. 

If we can be of additional assistance with this matter, please let us know.  We value your loyalty to Duracell and welcome the opportunity to address your concerns.

Consumer Response:

 

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. 

Regards,

 

******* ****

 

 

 

5/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Today i called because i wanted to get a replacement for a electronic toothbrush i got in December as a gift. I spoke with ******* at 9:30am on 5/13/2013 and I told her that my toothbrush was defective and red light coming on all the time. She assigned case #********** and told me that all she needed was model number and the manufacturer code. I was clear and told her i did not have a receipt. She said it was ok and if it was under warranty 2 years i could get a replacement. Well after i emailed her the information model #**** and code **** she responded with an email saying that the item could not be replaced and out of warranty because i did not have a receipt. Your company is such a SCAM!!! First the rep tells you that if under 2 years you can get a replacement even without receipt but then when you send the info and they realize is under warranty they find an excuse to replace item and state not valid without a receipt. This is so annoying and I will not get any Oral-b products anymore. Is misleading customers and if you get an item that does not last or defective forget it Proctor and Gamble stole your money and they will find a way not to give a replacement for free. I will tell all family members not to buy this kind of product anymore and post comments on social websites.

Desired Settlement: I am seeking a replacement of my toothbrush model ***** *** **** **** or better model.

Business Response:

We’re sorry your Oral-B Professional Care Series 1000 toothbrush isn’t holding a charge and regret your disappointment with the response you received when you contacted us for assistance. We appreciate the time you've taken to bring this to our attention and have shared your concerns with the appropriate people in our company.

Please be assured, we make every effort to produce the finest products possible. We monitor every phase of production to ensure we maintain our high quality standards. We stand behind the quality of our products and offer a 2 Year Limited Warranty on the Oral-B Professional Care Series 1000 toothbrush. This warranty is based on the date of purchase or the production code if you don’t have the sales receipt.

Since you received your toothbrush as a gift in December and don’t have the receipt, we understand your frustration in learning the production code indicates your toothbrush is more than 2 years old.  Your satisfaction is important to us, so we want to help.  We’ve followed up separately with information about returning your brush for exchange.

We hope our response helps reassure you of our commitment to your satisfaction. If we can be of additional assistance, please let us know. We value your loyalty and appreciate the opportunity to address your concerns.

Consumer Response:

 

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. 

Regards,

 

***** ******

 

 

 

5/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm very distisifed with Procter & Gamble, I have only purchased pampers for my baby to wear since she has been born. Most of my purchases are made at *** ******** located at the corner of roosevelt and *** **** ***. A few months ago i purchased a case of diapers that was suppose to have a coupon booklet for $40 in it. When I got home there was no booklet, so I contacted PG notifying them of the issue and tried to give the customer service rep the info from the packaging so that it could be researched to see if it happened at the store or during packaging. She took none of the information and only, then promised to send out a replacement booklet in the mail. I waited over a month and never received it so I made another call to ###-###-#### to advise that I did not receive the promised replacement booklet. In April it happened again I purchased a package of diapers size 2 swaddlers the promised $25 coupon booklet was not in the package. This time I know that it could not have happened at the store as the diapers were in a package and not a case and it was sealed. So I contacted Pampers again spoke with a young lady named ******* advised her of the issues that I had and after 3 calls someone finally got the package information. She promised to send out both of the replacement booklets and made me aware that someone would need to sign as it would be over $60 worth of coupons. I received a letter with $15 coupons and a booklet that had only $10 worth of coupons in it. I made yet another call to Pampers spoke with a ******** was trying to advise her what I promised and received was different. She was rude and was over talking me not even trying to get an understanding of where i was coming from as a customer. Only advised that it could take 2 weeks and was just giving excuses that more could be coming, but i doubt that i will ever receive it based on my most recent experiences with this company.

Desired Settlement: I'm very angry that PG would be advertising products with certain coupon booklets, then when I get home open the package it's not in there. I have been a dedicated consumer of the PG products for years and I prefer the products over the competitor because they are great products, but the customer service that I received when items were missing was just not right. I just wanted the booklets that I was missing, is that too much to ask.

Business Response:

Thank you for choosing Pampers products for your little one.

We’re sorry the coupon booklets advertised on two of your packages of Pampers Swaddlers weren’t included inside.  We understand this is frustrating and appreciate the time you’ve taken to bring this to our attention.  Please know we deeply regret your disappointment with the service you received when you contacted us for assistance.  Your feedback is important to our ongoing efforts to maintain our high standards, and you can be sure your report has been shared with the appropriate people in our company.

Your satisfaction is very important to us, so we’re following up separately with coupon booklets we hope you’ll enjoy using.  Please allow 2-3 weeks for delivery by postal mail.  If we can be of additional assistance, you can reach us by calling ###-###-####.  We value your loyalty and appreciate the opportunity to address your concerns.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

***** *****

 

 

 

5/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dissatisfied with product quality and they refuse to send me a refund. I sent them an email and told them I was dissatisfied with the Venus razor I had purchased. I told them I still had the original packaging and the receipt, and was willing to mail both back to them, along with the razor, for a refund. They told me they would send me a coupon for a new cartridge, and a new razor, which I DO NOT want. I am not happy with the razor why would I want another one. I told them AGAIN That I wanted a refund and that I was willing to mail the product, packaging, and receipt back to them. Now they are telling me that they will not give me a refund until I wait for all of these "coupons" to arrive in the mail, send them back to them, and then send in my razor. This is ridiculous. I offered to send in the razor from the very beginning. All I want is my original money back.

Desired Settlement: I want a refund for the money I spent purchasing this razor. I do not want "coupons" for a new one.

Business Response:

Thank you for your recent purchase of a Venus razor. 

We are sorry you weren’t pleased with the performance of our razor and regret your disappointment with the response you received to your request for assistance. Your satisfaction means a great deal to us, so we appreciate the time you’ve taken to let us know how you feel.  Feedback from thoughtful consumers like you helps us improve future service to others and you can be sure your comments have been shared with the appropriate people in our company.

Please know we're dedicated to making high quality products and have many checkpoints along our manufacturing lines to ensure their quality.  Since you weren’t satisfied with the Venus razor you bought, a prepaid debit card was requested on May 10th to refund your purchase.  If your card hasn’t arrived yet, you can expect to receive it within the next few weeks.  In the meantime, we hope you’ll consider using the coupons we also sent to give our product another try. 

If we can be of additional assistance, please let us know.  We appreciate your interest in Venus and welcome the opportunity to address your concerns.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

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

 

 

 

5/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased the Oil of Olay Regenerist cream. Used it for a few days, but it made my skin itch. Their website offers a satisfaction guarantee money back offer. I mailed in my receipt and explained that I tried using it, gave it some time, but it made my skin react and itch. Instead of processing the money back guarantee my envelope was returned to me with an "Offer expired" stamp. But the website clearly states that the offer is still current. I emailed P&G, they said they'd mail me $25 gift card in 3 weeks. It has now been 8 weeks and still no gift card.

Desired Settlement: I just want my money back as per their money back guarantee offer.

Business Response:

We appreciate your interest in trying Olay Regenerist Micro Sculpting Cream and we’re sorry to hear of your experience while using it.  Please be assured your report has been shared with our Health & Safety Consultants.  We’d also like to assure our products are thoroughly evaluated to be safe when used as directed. Additionally, we maintain an ongoing safety monitoring program to assure the highest standards of safety and quality. 

Your satisfaction is important to us, so we stand behind the quality of our products 100%.  After we received the messages you sent to let us know you didn’t get the prepaid debit card requested to refund your purchase, we looked into this matter.  We learned a card in the amount of $25 was successfully processed and mailed on March 6, 2013. 

We are sorry you didn’t receive it and certainly understand your frustration.  We want to make sure your refund and we’re following up separately with information about getting your card reissued.  If we can be of additional assistance with this matter, please let us know.  You can reach us by calling *************** We value your loyalty to P&G products and welcome the opportunity to be of assistance to you.

5/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Old spice red zone deodorant. I recently used a product of old spice deodorant called red zone. This was not the first time i used it either. After putting it on in the morning time, i noticed later that evening i felt a burning sensation in my left armpit. Not thinking anything of it i let it be thinking it would go away. Well the next day i noticed somewhat of a rash had formed so i immediately started putting anti-biotic ointment on it. Well after about three days from originally putting the dedorant on what i thought was no big deal has formed into a 3rd degree chemical burn. Its extremely painful and makes it very hard to function. Its hurts to lift my arm up or move it in any direction due to the big sore that is under my armpit now. This by far is the worst experience i have ever come across by using a simple deodorant. It has been over a week now an the sore/burn is hardly getting better, still very painful, and the skin is pealing off of it. I will never recommend this product to anyone nor ever use it again due to what has happened to myself.

Desired Settlement: The money i spent on old spice products will never be done again. I have bought body washes as well an will never use any product related to old spice in fear of what else might happen. A compensation would be nice but it still doesn't take away the pain i am currently in.

Business Response:

We're very sorry to learn of your experience with Old Spice Red Zone Deodorant and hope you’re feeling better.  We appreciate the time you’ve taken to bring this to our attention and we’ve shared your report with our Health and Safety Consultants.

Please know the health and well being of those who use of our products is very important to us.  All of our products are thoroughly evaluated to be safe when used as directed. Additionally, we maintain an ongoing safety monitoring program to ensure the highest standards of safety and quality.

Your satisfaction means a great deal to us, so we’re following up separately by email and postal mail.  If you have additional questions, please let us know.  You can reach us by calling ###-###-####. We appreciate your interest in our products and welcome the opportunity to be of assistance to you.

5/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the Crest Whitestrips on February 2, 2013. I originally submitted my original receipt and UPC to P&G for a $10 rebate, which was before I used the product. I was denied the $10 rebate because I did not purchase the correct product for the rebate, which I understand. However, once I then used the product, I was not happy with the results, and I submitted the request for the money back guarantee on March 1, 2013. I received a letter from P&G dated April 30, 2013, that stated my request for the $10 rebate was not able to be processed; however, this request was not for the $10 rebate and was for the guarantee, which was asked for in a letter I submitted with the paperwork for the guarantee. When I called the company today, I spoke with an associate by the name of ********** and she then told me that I couldn't receive the money back guarantee because I no longer had the original receipt. I explained to her that I didn't have the original receipt since P&G has it from my original rebate submission, and she knew that but said that it's now their property, and I can't use it for the guarantee. This contradicts an e-mail I received from P&G telling me I could once again resubmit the paperwork but needed the original envelope, which I no longer have since I threw it away last week when I opened the mail. P&G makes it very difficult to receive their money back guarantee. All I am asking for is my money back on this one product, which I use P&G products daily with no complaints. I advised the associate that I was contacting the BBB, and she said that was fine. I am now waiting for a return call from a P&G manager. Thanks!

Desired Settlement: I would like a refund for the original Crest Whitestrips that I purchased. I have since purchased another box of the Whitestrips to try a different type since the ones I originally purchased didn't work, and I am very happy with those. It's very frustrating to me when I think about the money I spend towards P&G products that they are not willing to trust a valued customer for a money back guarantee on one of their products.

Business Response:

Thank you for choosing Crest Whitestrips.  While we're delighted to hear you've repurchased our product and are pleased with the version you're now using, we wish you would have been equally satisfied with the results from the first box.  We’re sorry you were disappointed with your initial purchase and appreciate the time you've taken to let us know of the problem you experienced when you tried to submit for the Crest Whitestrips Satisfaction Guarantee Offer.

Since your receipt wasn't returned with the letter sent to inform you that your submission didn't qualify for the Crest Whitestrips $10 Rebate, we understand your frustration and want to help.  Your satisfaction is important to us, so we stand behind the quality of our products.  We’re sending a prepaid debit card to refund your purchase.  Please allow 2-4 weeks for delivery.

We truly value your loyalty to P&G products and hope this reassures you of our commitment to your satisfaction.  If we can be of additional assistance, please let us know.

Consumer Response:

 

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. 

Regards,

 

*** ******

 

 

 

5/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi,I purchased ******** Batteries and used in my ******* remote control which in return spoiled my remote control because of battery leak. I contacted ******** regarding this issue. They are giving only $100.00 but my remote costs $200.00.

Desired Settlement: I have two options for Duracell.1. Please give $200.00 or2. Send me new remote control ( I don't mind how much you guys will pay for it)

Business Response:

Thank you for choosing Duracell batteries.

We’re sorry to hear of your experience when using Duracell batteries in your remote control.  Please know the safe use of our products is our top priority and our batteries go through extensive quality checks to ensure they meet our high standards.  We appreciate the time you took to return your batteries and device to help us better understand the problem you reported. 

As a gesture of goodwill, we offered to send compensation to help offset the cost of replacing your remote control.  The amount we offered was the value you initially reported for your device.  Since you learned the cost to replace your remote control increased, we understand your frustration.  Your satisfaction is important to us, so we’re following up separately regarding your request for additional compensation.  

In the future, it may be helpful to know there are many things that can cause batteries to leak. Some of the more common causes include prolonged exposure to extreme temperatures or a damp/humid environment; mixing old and new batteries; storing or carrying loose batteries rather than keeping them in the pack; and/or becoming shorted out by other batteries or metals. Incorrect insertion can cause leakage, so it’s important to insert batteries into the device with the (+) and (-) terminals aligned correctly. Also, the device may damage the batteries causing them to leak or rupture.

We hope this information is helpful.  Please let us know if you have any questions.  We value your loyalty to Duracell and appreciate the additional opportunity to address your concerns.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

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

 

 

 

5/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have purchased two boxes of diapers, both labeled regular, but when you type the serial number on the actual diaper into the website, it comes up as senstive.There are multiple issues here. First, the diapers are misboxed, not only once, but twice. Secondly, when we called to complain, the women told my wife they know about it and there was nothing they can do, we had to fight to get our money back. Lastly, which is the most imporant, my daugther is allergic to senstive diapers, so not once, but twice my six month old daughter had a bad rash that kept her up and in pain.

Desired Settlement: I feel at minimum we should get a refund for the second box, and some type of goodwill gesture should be offered to us. The issue of diapers being misboxed needs to be addressed and pulled of the self, so this does happen to anyone else or to us.

Business Response:

Thanks for choosing Pampers for your baby. 

Please know we value your loyalty to our products and we’re very sorry to hear of your daughter’s experience while wearing Pampers.  We understand your concern want to assure you a great deal of research has gone into the development of our products to ensure they’re safe and gentle for a child’s skin.  Additionally, we maintain an ongoing safety monitoring program to assure the highest standards of safety and quality.   We appreciate you taking time to contact us about your daughter’s experience and we’ve shared your report with our Health & Safety Team.

Making high quality products is very important to us, so we have several checkpoints along our manufacturing lines to ensure you receive products that meet our high standards.  Based on the information you provided about the UPC codes printed on your boxes and your description of the diapers inside, the diapers were properly packaged.  However, since the Gifts to Grow codes indicated the diapers were the Sensitive version when you entered the codes on our site, we understand you frustration and hope you’ll accept our sincere apology for the confusion.  Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure the Gifts to Grow Team has been notified of the problem you encountered.

Because your satisfaction is important to us, we’ve followed up separately on your request for a refund.  Look for our letter to arrive via postal mail within the next 2-3 weeks.

If we can be of additional assistance, please let us know. We greatly appreciate your interest in Pampers and welcome the opportunity to address your concerns.  Thanks for getting in touch.  

5/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Defective Crest Pro toothpaste tube for which company sent coupon for free product to replace defective product. When it arrived, coupon had already expired. Contacted company on 4/23/13 with case no. ******** that documented the approved coupon along with a photo copy (and bar code) of coupon to show that it was unused. However, **** of P&G Customer Service refused to provide coupon to replace the expired one. I would think a company with $84 Billion in sales annually could make better use of its time than nickle and diming customers over a coupon for a $5 product they already promised to replace months ago. **** of P&G Customer Service is in need of better training.

Desired Settlement: Replace expired coupon already provided by company for defective product.

Business Response:

Thank you for your interest in Crest products. 

Our consumers mean a great deal to us, and we're sorry you were unhappy with the service you received when you contacted us about your expired Crest coupon. Please know our goal is to provide excellent service to all consumers who reach us, so we appreciate learning of your experience. Your feedback is important to our ongoing efforts to maintain our high standards and you can be sure it has been shared with the appropriate people in our company.

Since you weren't able to use the coupon we sent in November 2012 to replace your tube of Crest Pro-Health toothpaste, we’ll gladly send another to ensure your product is replaced as originally intended.  While we appreciate your efforts to try to send an image that would allow us to see your expired coupon, regretfully, we’re unable to open attachments sent via our website.  We hope you’ll accept our sincere apology for any confusion and along with our assurance that we want to help.

Please look for your replacement coupon to arrive via postal mail within the next 2-3 weeks.  If we can be of additional assistance with this matter, please let us know.  We value your loyalty and appreciate the opportunity to address your concerns.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

***** ******

 

 

 

4/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Due to conflicting information on ****** and theessentials.com I contacted P&G customer service for advice on what charger to buy to use with my toothbrush. Based on that advice I bought a charger that was not compatible.Because of the quality of the information I received from customer service, I called P&G headquarters and asked for an email address where I could receive escalated service. I was told that there was no email address and I should write or send a fax. On 4/4/13 at 0935 Pacific I sent a one page fax to ###-###-#### with the full details of my experience, a suggested resolution, and my full contact information (postal address, email address, and cell phone number.)As of 4/17/13 I have received no response.

Desired Settlement: I purchased an incompatible charger for my Oral-B ProfessionalCare SmnartSeries 5000 toothbrush based on advice from P&G customer service. It is not fair for either I or the vendor to be financially responsible for exchanging or replacing that charger.I would like P&G to contact me and arrange for me to receive a compatible charger that will work with 100 or 220 volt electricity and charge my toothbrush.

Business Response:

Thank you for your recent purchase of an Oral-B Professional Care SmartSeries 5000 Toothbrush.

We’re sorry to learn of the frustration you experienced when you tried to order a replacement charger and regret your disappointment with the service you received when you contacted us for assistance.  Your feedback is important to our ongoing efforts to maintain our high standards, so we're appreciative of your efforts to let us know of your experience. Please be assured your comments have been shared with the appropriate people in our company.

Your satisfaction is important to us, so we want to help.  As a gesture of goodwill, we’re sending a replacement charger for your new toothbrush.  Please look for it to arrive within the next 2-3 weeks.

If we can be of additional assistance with this matter, please let us know.  We appreciate your interest in our products and welcome the opportunity to address your concerns.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I am quite pleased with the response to complaint ID ********

*****, the charming and helpful representative from P&G, was an absolute pleasure.