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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 13 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 277 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

277 complaints closed with BBB in last 3 years | 89 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 53
Billing/Collection Issues 3
Delivery Issues 3
Guarantee/Warranty Issues 20
Problems with Product/Service 198
Total Closed Complaints 277

Customer Reviews Summary Read customer reviews

39 Customer Reviews on The Procter & Gamble Company
Customer Experience Total Customer Reviews
Positive Experience 12
Neutral Experience 4
Negative Experience 23
Total Customer Reviews 39

Additional Information

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

Customer Review Rating plus BBB Rating Summary

The Procter & Gamble Company has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

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

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    3464 Mike Padgett Hwy

    Augusta, GA 30906

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    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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    P.O. Box 2855

    Sequim, WA 98382

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    18520 Bending Birch Dr

    Chugiak, AK 99567

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    Po Box 670845

    Chugiak, AK 99567

  • THIS LOCATION IS NOT BBB ACCREDITED

    Po Box 670845

    Chugiak, AK 99567

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/29/2015 Problems with Product/Service
6/28/2015 Problems with Product/Service
6/27/2015 Problems with Product/Service
6/22/2015 Problems with Product/Service
6/22/2015 Problems with Product/Service
6/14/2015 Problems with Product/Service
6/14/2015 Advertising/Sales Issues
6/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Allergic to product promised refund. Husband called for refund as well. Did not know he did this as I was supposed to. Refund came in form of card...debt/gift card. Tried to use no good. #'s on card no good Do not understand. Customer servbice no help. Cant answer. Is this a trick ? Where is my refund.Granted I should get only one refund. Received one gift card for 24 $ & one for 30 $ which was the husbands call by error. Please help me get my refund.

Desired Settlement: Refund

Business Response:

We appreciate your interest in Gain laundry detergent and we’re sorry to hear of the experience you reported. We understand you’re upset that your card was suspended and appreciate the opportunity to address your concerns.

Please know we take all complaints from consumers seriously. However, we detected a number of instances where either you or someone from your address has requested multiple payments in the last few months. Because of this your card was suspended.

In order to proceed with your case, we require the product to be returned to us as it is essential to investigate the reported issue. Please return the Gain product involved in this incident to:

P&G Consumer Relations
2 P&G Plaza
TN3
Cincinnati OH 45202

Be sure to include your complete name, mailing address and the following case number: ********.

When mailing the product, we recommend using a delivery service that offers a tracking number, such as FedEx, USPS Priority Mail of UPS as we are not responsible for items lost in the mail. Please retain documented proof and costs of mailing. Once we receive the product, we will review your request and re-contact you with our decision. Replacement product and mailing costs will be considered when we evaluate your request. If you are unable to return the product to us for investigation, we will be unable to take this matter any further.

Again we are sorry you had this experience. 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,

******* *****  This was not required of me from C. Service. They promised the card. I donated the product to ****** ******. P & G are reniging on theyre agreement. If they hadtold me to save the bottles I would have !

5/28/2015 Advertising/Sales Issues
5/28/2015 Advertising/Sales Issues
5/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been purchasing your replacement heads for at least five (5) years. Haven't had a problem until my last purchase. When I contacted your company regarding the lack of the colored bands, I thought the representative was either new or just plain ignorant. It seems '******' really didn't give a hoot about my concerns. My problem is this - with the three (3) pack I purchased, there were only blue and green bands. When I have made the purchase in the past, there has always been two (2) alternating colors. I would receive out of the three (3) heads, I had at least a 25% chance of getting a band I liked. Not this time! My preference is RED and I have used and reused the red. I can switch to your competition. All I want is a RED band. OMD, I purchased three (3) brushes and not a one of them has a RED band! Your CSR should go back into classes on how to deal with customers! I have the email response saved, if you are interested.

Desired Settlement: Would really like some RED bands!

Business Response:

Were sorry the package of Oral B Professional Floss Action Brush Heads that you recently purchased didnt include a red colored ring.  We regret your disappointment with our response when you contacted us to let us know you prefer the color red and appreciate the additional opportunity to address your concerns.

 

As you noted in your message to us, we currently offer rings for Oral-B replacement brush heads in the following colors: green, blue, yellow and red/pink.  Its important to know the distribution of the colored rings in the refill brush head packages is random.  Our 3 count packages of replacement brush heads contain three colored rings to help you identify whose brush head is whose if more than one person in the household uses the power brush.  We ensure that the colored ring does not influence the performance of the product and the brush heads can also be used without the colored rings.  Oral-B refill brush heads are sold in packages with clear sides, so you may want to look at the side of the package in the future to see if your favorite color is included.   

 

Please know we appreciate your interest in receiving red colored bands to use with your brush heads; however, we dont have colored bands available to send to you.  As a gesture of goodwill, we would be happy to send a money saving coupon you can use on a future purchase.  If you are interested in receiving a coupon, please reply to the email that we send directly to you to confirm your postal mailing address. Once we receive your address, we ask that you allow 2-3 weeks for our letter to arrive.

 

Again, were sorry youre disappointed with the colors of the rings included with your purchase.  We value your loyalty and appreciate the time you've taken to get in touch. 

5/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Due to a defective battery that I damaged my camera, I requested that they refund the purchase amount of $300 to replace my camera that was damaged by their battery.I followed the procedure given to me in the paperwork and due to the fact that their paper forced me to sign away my rights to receive my product back because it is stated on their paperwork if I didn't sign they couldn't do anything, and at the same time By signing I was giving them the right to examine my device with the expectation it would not be returned. They took over the 6 to 8 weeks promised in the initial letter to get me a decision. I did call once during that time at the end of the eight week period And was told that A decision has not been made it was still under Investigation and it would probably take about 10 weeks. I received a letter dated April 11 received on April 20 from the company stating that they reviewed the product and indicate that no abnormalities were found in the device. Furthermore, they did a complete examinations and determined that the issue was probably caused by a short in my device. The only way it could've sorted out is the fact that their battery was corroded. this company is not taking responsibility for their poor product and now I am out a $300 camera. All they did was simply apologizing a letter and sent me some coupons for products of their's. It is apparent that they do not care about their clientele and look to lose my business entirely for every single one of their products.

Desired Settlement: The only desired outcome is that I receive a check for the amount that I paid for the device which is $300. The device was not the issue it was their battery. I would like to receive a phone call from someone who is able to have enough empowerment to make this decision. Please be aware that this is the only acceptable offer I am willing to take. I will be following up with a letter directly to Procter & Gamble along with the coupons that they sent me to state my dissatisfaction in their decision.

Business Response:

Were sorry to hear of the problem you reported with the Duracell batteries installed in your camera.  Please know we appreciate your efforts to return your camera and one of the batteries to help us better understand your experience.  We regret your disappointment with our response to the claim you submitted and welcome the additional opportunity to address your concerns.

 

Upon receipt of the materials you submitted with your claim, our Quality Assurance Team thoroughly examined the P&G product (Duracell battery) you provided. Their report indicates no defects or abnormalities were found with the battery. A complete examination of the anodes, cathodes, and electrical characteristics of the product indicate the problem was caused by an external short.  Its important to know that our alkaline batteries are designed with a vent mechanism that will activate if the batteries are physically or electrically misused (externally shorted, installed backwards, used with batteries of different chemical systems or ages, stored improperly prior to use, etc.).

 

After our letter was sent on April 11 to inform you of the results of our evaluation, your camera was returned to you and were glad to hear you received it.  The permission to test form included with our questionnaire was a request for your permission to evaluate the Duracell batteries that were installed in your camera at the time of the incident.  To help us understand a report of a problem with one of our products, our research team must thoroughly examine the P&G product.   At times, this could include dismantling the P&G product, such as your battery. As a result, we are unable to return the P&G product after we finish our investigation. We hope you will accept our sincere apology for any confusion the form may have caused you.  

 

We also want to thank you for the time you took to speak with us about our decision regarding your claim.  We hope the information we provided was helpful.  As promised, we are following up by postal mail and you can expect to receive our letter in 2-3 weeks.  If you have additional questions regarding this matter, please let us know.  You can reach us by calling ###-###-####.  We value your loyalty to Duracell through the years and hope you will continue to use our products with confidence in the future.

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,

**** ******

5/7/2015 Problems with Product/Service | Complaint Details Unavailable
5/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted ****** support in August 2014 regarding my defective toothbrush. I was told to send it to be repaired and never received it back. I emailed and called multiple times, but was never told when I should expect my toothbrush back. Please see case ******** and emails with reference numbers: ref:_*************************

Desired Settlement: Return of my repaired toothbrush or replacement.

Business Response:

Thank you for your purchase of an Oral-B rechargeable toothbrush.  We’re sorry to hear of the problem you reported with your toothbrush and want to assure you we have strict controls in place to ensure that our products are of the highest quality.  We appreciate the time you took to let us know your toothbrush stopped holding a charge and welcome the additional opportunity to address your concerns about the product you reported mailing back to our Service Center.

After we received your recent message, we checked once again with the Service Center.  Regretfully, they still do not have a record of receiving your toothbrush. As we mentioned in our August 19, 2014 message which provided  detailed  instructions for mailing your toothbrush to our Service Center, we recommend you "appropriately insure and ship your package using a carrier who can provide tracking (examples: ****** **** ****** ***** ********** etc.) as Braun/Oral-B/P&G are not responsible for lost or misdirected mail."

Without a tracking number, we are unable to research this further for you.  We are, however, willing to consider your request for assistance, if you have a receipt that you can provide as proof of purchase.  Please email a copy of your receipt to the following email address* ***************.  Include the following in the subject line: Oral-B Toothbrush Case No. ********  Attn: *****.  Once we receive a copy of your receipt, we will review this matter as quickly as possible and follow-up by email regarding your request.  

If you have any questions, please let us know.  You can reach us by calling ************** and leaving a detailed message. We value your loyalty to P&G products 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.

I included the receipt when I sent the package to P&G. I feel like the response from P&G response indicates that they have lost my package at the service center and are requiring an unnecessary burden of documentation in order to avoid acknowledging that the package was lost at and avoid having to repair my toothbrush or send me a replacement. It seems that they are acting in bad faith and place barriers in order to honor their obligation of warranty.


Regards,

***** **

Business Response:

We are sorry youre disappointed with our response and we appreciate the additional opportunity to address your concerns.

 

On October 5, 2014, we received an email from you in which you informed us I have a proof or purchase (receipt)."  If youre willing to send a copy of the receipt that you kept for your records, we would be happy to consider your request for assistance.

 

It is important to keep in mind that our email sent in August 2014 advised you to appropriately insure and ship your package using a carrier who can provide tracking as Braun/Oral-B/P&G are not responsible for lost or misdirected mail." If you have a tracking number that you can provide, we could research this further for you.  

 

Again, we are sorry to hear of the problem you reported with your toothbrush.  As a gesture of goodwill, were sending coupons for P&G oral care products.  Please allow 2-3 weeks for delivery by postal mail.   If you have any questions, please call **************. Thank you for writing.

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 business requested a receipt once again. I offered to sent a receipt several months ago and receipt no response to that email. My emails were ignored until I filed a complaint with the BBB. I believe they are only requesting it now to find a way to avoid the obligations of the warranty and not admit fault in losing my package. I am once again requesting they make an effort to locate my package and return my property to me or replace the toothbrush that I have sent.

Regards,

***** **

5/5/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On February 25, 2015, I mailed a Braun 797cc-7 shaver according to the terms of Braun's “60-Day Money Back Guarantee” (the terms state that the shaver, all accessories, original box, receipt, and money back guarantee form be included). The shaver and everything else required was received by Braun on February 27, 2015, which was confirmed by the agent I spoke to at Braun's parent company, Procter and Gamble. I paid $****** for the shaver and expected to receive a refund for that amount since the shaver did not meet my expectations. At approximately 3:45 p.m. EDT on April 30, 2015, nine weeks after the shaver was received by the company (the terms said that I would receive the refund in 6-8 weeks), I called Procter and Gamble customer service at ************. I spoke with a customer service agent who said that the guarantee would not be honored since I had submitted a shaver previously for the same guarantee (this was correct -- I had submitted a Braun 9 series, which also did not meet my expectations, approximately two months earlier -- I received a refund for that shaver as promised). I was told by the agent that a letter had been sent to me on March 23, 2015 explaining that Procter and Gamble policy is that a money back guarantee can only be claimed one time per person, per household, per lifetime. I never received this letter. I asked for a tracking number for the letter, and the agent was unable to provide it. I next asked the agent where the policy regarding one submission per person, per household, per lifetime was in writing. She said she was not certain that it was in anything from the manufacturer. (I later examined the box and manual for the same shaver – there is no mention of this policy. I also searched the Braun website and could find no mention of this policy. I also searched the Procter and Gamble website and found no mention of this policy except on the money back guarantee form for an unrelated soap product). I told the agent that I did not feel this policy was just since it was not in writing, but that I would abide by it providing that I received the shaver back. She said that she would look into it and that I should call back in 7-10 days. I said that was not acceptable, and that I wanted assurance that I would receive either the shaver or a refund. She said she could not offer that assurance. I thanked her for her time and asked to speak to her supervisor. I next spoke with *******, the shift supervisor. She restated the policy about one guarantee per person, per household, per lifetime. I asked where I could see that policy in writing. She, like the agent I first spoke to, said she was unsure that it was in any of the shaver packaging or manual. I asked if I would receive the shaver back. She said that she could not promise that I would, but that she would contact the office that received the shaver and let me know the following day. I never heard back from *******.

Desired Settlement: I would like a refund of $******, as promised in the Braun "60-day Money Back Guarantee."

Consumer Response:

I’d like to withdraw my complaint.  Braun called today and is sending a refund.

 

Thank you.

**** *******

5/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am just upset and disgusted with the overall handling of my call in to Procter & Gamble **** Fabric Softener Customer Service. I originally called a while back with regards to my very thick **** "Original" Fabric Softener. I was told then that I would be sent a full value replacement coupon for my inconvenience. I did get a coupon that was printed to expire March 31, 2015. I ended up using it near the expiration, because I certainly wasn't going to let it expire knowingly. It was only then that I went to the register to buy my normal 129 oz **** Fabric Softener, the same one that I called in about, that I was told that I had the wrong item. I did go back and get a detergent because I didn't know what P&G would do when I called back about this and, a**** why waste it - it wasn't my error. However, I did call and told the agent, who repeated the same, without me even finishing. She said after putting me on hold, I think, that she would send me another full value coupon for the fabric softener. I was glad, I thought. However, I still didn't get what I originally called in for replaced at full value. Which to me it should be. And it shouldn't keep taking my time to call, or contact P&G, for the same issue to get taken care of completely and correctly. I am actually still very annoyed because it doesn't make sense to me. I am a "huge" purchaser of P&G foods and household products, so I really do automatically expect more and definitely better than this.

Desired Settlement: That 129 oz **** Fabric Softener costs $ ****. It's been the same price @ ******* ************ where I shop for years now. It never goes on sale cheaper than that @ *******. The 150 **** Detergents roll back prices or fluctuate, but not those fabric softeners, I know. Or at least no around here and that includes ******** ***** ** **** *** ******* ****** ** where we shop as well, especially ******* *****. So, I want the coupon value that I should have gotten after that first call. And yes, I know I got one free detergent, but it was never my doing. Besides, the one I have now finally, won't cover the full cost of the one I buy and that's the biggest problem of all. I hope this isn't too much to ask, and I certainly don't feel it's inappropriate on my end. I hope that this will be resolved in my favor and I will look forward to hearing from P&G with a favorable response. Perhaps, they area unaware of what's going on in their call centers.

Business Response:

Thank you for choosing **** products to help you care for your laundry.  We're sorry you received **** Original Fabric Softener in this condition 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 and you can be sure that your comments have been shared with the appropriate people in our company.

 

The coupon that you received is the highest value coupon we have available to send to consumers for **** fabric softener.  Since your bottle cost more than the value of the coupon, we're sending an additional coupon to ensure you are reimbursed for your purchase.  Please look for it to arrive within the next 2-3 weeks.  We hope youll accept the coupon along with our sincere apology for any inconvenience you may have experienced. 

 

If you need to contact us a**** about this, please call **************.  We value your loyalty to **** 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.  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,

***** *****

4/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******* black hair dye caused severe chemical burns to face neck and scalp. Allergic reaction to burns nearly killed me. I have scarring .Required multiple trips to ER and i dont have health insurance. Havent been able to work for a month due to ongoing dermatic condition. I have dyed my hair with this product several times throughout the years with no problems. Information on box does not indicate that allergic reactions to PPD can occur and possibly be life threatening even when product has been used before. If i had known that using it was a gamble with my life and health, i would have never used it. This is an extremely dangerous product and does noy have enough info to allow consumers to make safe decision concerning purchase and use. I have a pictures of the damage to my face neck and scalp that start from 1 day after use to 30 days after use as well as witness testimony that i will can provide.

Desired Settlement: Pay my medical bills. Pay to send me to a dermatologist. Pay me for lost wages and pain and suffering which is ongoing. Would prefer to avoid litigation but am not opposed to it either.

Business Response:

We’re sorry you had this experience after using ******* **** ** **** to color your hair.  We appreciate the time you've taken to bring this to our attention and the additional opportunity to address your concerns.

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 when used as directed. 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.

Allergic reactions are very rare; however, we do recommend that all consumers conduct a skin allergy test before each and every use of any colorant product.  The package contains detailed instructions and advice on how to do this and we advise that the instructions are followed carefully.

We’re always concerned when a consumer attributes a problem to the use of one of our products.  When we received a call about your experience, we immediately reported the details to our Health & Safety Team.  To help us gain a better understanding of your experience, we followed up by postal mail on March 18, 2015. Please complete the questionnaire enclosed with our letter and return it to us in the postage-paid mailing envelope provided. In order for our Health & Safety team to consider reimbursement of out of pocket medical expenses, please include copies of receipts and 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 for reimbursement.  
 
Again, we are sorry you had this experience and regret any inconvenience this has caused you.  If you have any questions, please let us know. You can reach us by calling ###-###-#### and leaving a message.  We look forward to receiving the requested materials and appreciate the opportunity to address your concerns.

4/24/2015 Advertising/Sales Issues | Complaint Details Unavailable
4/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Upon contacting ******, I explained to ***** that I specifically DID NOT WANT ANY PRODUCTS CONTAINING ALCOHOL. She went through a spiel about conditioning alcohol, and so forth. Nonetheless, she convinced me to purchase two products from two separate orders that contained alcohol. I tried to take her advice and ended up with an irritated scalp and broken/brittle/dry hair. I contacted customer service who transferred me three times (*which took 45+ minutes) and was told to call back for to figure out how to return the products. My question is: Haven't I been through enough?

Desired Settlement: I would like a refund in the least inconvenient method possible. I do not wish to be inconvenienced any longer. I have two nearly full products (*both have only been used twice to see if the reaction was attributable to the products in question-which was later determined). The final representative Angela was curt and somewhat uncaring. ***** was nice, and ****** tried to be helpful, but just didn't know what to do. Plus, I received three different pieces of information.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by ******* ****** ****** ****** regarding complaint ID ********.  The last lady that called was argumentative and highly insensitive.  After that phone call, I have not heard from their offices.  

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

Business Response: Thank you for your interest in ******.  Please know we are sorry to hear of your experience when using our products and we regret your disappointment with the service you received when you contacted us for assistance.  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 want to assure you that we care deeply 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.
 
We’re 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. On April 9, we followed up by postal mail with a letter that includes a questionnaire and an addressed, postage-paid mailing envelope.  We hope you will take a moment to complete the questionnaire and return it to help us better understand your experience with ****** products.  
 
In a separate mailing, we're sending a prepaid debit card to refund your purchase.  Please allow 2-3 weeks for delivery of the card.  If you have any questions, please let us know. You can reach us by calling ###-###-#### and leaving a detailed message with your complete name, telephone number and the best time to contact you.
 
Again, we are sorry to hear of your experience and we appreciate the opportunity to address your concerns. 

4/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I PURCHASED ****** SHAMPOO, CONDITIONER, AND GLOSS ON 1/29/2015 FOR$72.08 DIRECTLY FROM THEIR WEBSITEAT WWW.******.COM. I DECIDED THE PRODUCT WAS NOT MAKING MY HAIR ANY GLOSSIER AND TANGLED IT MORE. I CONTACTED THEM FOR A REFUND AND THEY SAID THEY WOULD SEND A RETURN PACKAGE WITH INSTRUCTIONS ON 3/10/2015. I RECEIVED IT AND RETURNED THE PRODUCTS WITH THE RECEIPT. I RECEIVED A LETTER TODAY 4/11/2015 STATING THEY WOULD SEND ME A $60.00 PREPAID VISA CARD SINCE NO RECEIPT HAD BEEN RECEIVED (WHICH IS NOT CORRECT). I AM REQUESTING MY FULL REFUND. THIS HAS BEEN THE LONGEST RETURN I HAVE EVER HAD TO GO THROUGH.

Desired Settlement: I WOULD LIKE A FULL REFUND OF $72.08, NOT $60.00 AS A ONE TIME GESTURE!!

Business Response:

Thank you for your interest in ******.  Were sorry you werent pleased with your purchase of our hair care products and we appreciate the additional opportunity to address your concerns.

 

We received the products you returned; however, we did not receive a copy of the receipt. We regret any confusion and appreciate the ******.com order number you provided so we could look into this for you.  Your purchase has been verified and an additional prepaid debit card in the amount of $12.08 has been sent to provide a full refund.  Look for the card to arrive via postal mail within the next 2-3 weeks.

 

Please accept our apologies for any inconvenience this may have caused you.  If you have any additional questions, you can reach us by calling ###-###-#### and leaving a message with your complete name, telephone number and the best time to contact you. 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 find that this resolution is satisfactory to me. 

Regards,

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

4/17/2015 Problems with Product/Service | Complaint Details Unavailable
4/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Myself, my sister and a friend went shopping and decided to buy ******* toilet paper double which was supposed to be 18 rolls = 36 rolls. We paid $***** each. Unfortunately it was not so. The rolls were extremely small and you could see that they were a misrepresentation. In assessing them next to other brands the difference could clearly also be seen. We want to make sure this company is not ripping off the public in making believe we are getting what we are NOT! Contacted the company and they want to send $**** coupon. That is unacceptable.

Desired Settlement: Replacement for each of us for the 18 = 36 rolls which at first we thought was 24 rolls but in looking back at the package it is the bigger one.

Business Response:

Thank you for your recent purchase of *******.  We’re sorry you’re unhappy with the size of your ******* Double Rolls and appreciate the additional opportunity to address your concerns. 

 

The 18 rolls = 36 rolls comparison mentioned on our ******* Double Roll package is based on the number of sheets per roll versus our ******* Regular rolls. ******* does not base roll sizes on other market brand sizes. There may be other brands with more sheets than ours but we maintain our roll equivalencies based on internal formats.  The number of sheets per roll and the sheet size is printed on the outer packaging.

 

Please know we regret your disappointment with our offer to send money saving coupons and we're still willing to send them with the hope you'll give our product another try.   However, in order to consider a request for a refund, we ask that you send copies of your receipts.  Weve followed up separately by email with details on sending your receipts to us.

 

If you have any questions, please let us know. You can reach us by replying to the email sent directly to you or by calling ************** and leaving a message.  We appreciate your interest in *******.

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.

NO ONE IS ASKING FOR A REFUND.  The tissues cost close to $** each and they offered to send $**** coupons.  That is unacceptable.  Willing to accept replacement coupons, not cash money.

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

Regards,

**** ******

Business Response:

Please know we regret your disappointment with our response to your request for compensation beyond the money saving coupons we offered to send.  Since the number of sheets per roll and the sheet size is printed on the ******* Double Roll package, and you received product that was made as intended, we offered to send $**** coupons as gesture of goodwill.   In order to consider your request for coupons to replace the value of the rolls you reported buying, we respectfully request that you send copies of your receipts to the email address we provided in the message sent directly to you.

 

Again, we're sorry you're unhappy with the size of ******* Double Rolls and we appreciate the time you have taken to let us know how you feel.  

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.]  HAVE NOT HEARD FROM THE BUSINESS.

Regards,

**** ******

Business Response:

Were sorry if you havent received the messages we sent directly to your email address and we appreciate the additional opportunity to be of assistance.

 

In a message dated March 30, 2015, we wrote to let you know that in order for us to consider your request for coupons to replace the value of the rolls you reported buying, we respectfully request you send copies of your receipts to the following email address:  ***************

 

Please include the following in the subject line when sending your receipts:  ******* Case No. ********

 

If you do not have copies of your receipts, please know we are still willing to send the money saving coupons originally offered.  Once we hear from you, well be 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.

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

The issue here is that the rolls are not representative of what they state.  These corporations are ripping off consumers.  I went to ******** where purchased to complain and took a roll and they told me to contact the company because they dont make them.  Let me ask the company and the BBB who there keeps their toilet paper and food receipts safely away and ready to send to anyone.  The only receipts folks keep are the IRS required for 7 years of whatever.   This company should be ashamed of themselves.  But I have a plan in mind for these companies who continue to cheat consumers, encourage folks to stop buying their products.  Lots of consumers dont take the time to realize when the size or weight of a product changes.  These companies have changed sizes, product sheets and so on.  Maybe the BBB is not able to handle and it should be the Consumer Affairs and Attorney Generals of the State they manufacture in.
Regards,

**** ******

4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used an **** night cream and had a reaction. My face broke out in a rash as well as my chest. I tool photos and contacted Procter & Gamble. They responded, and offer coupons and a refund. I continued to have a rash on my chest which resulted in having to go to ****** ****. I paid $****** out of pocket and received a prescription which finally alleviated the pain and rash. I contacted P&G in attempt to get medical expenses reimbursed and I have all supporting documentation that I did have to receive medical care. They have ignored my emails since this request.

Desired Settlement: Refund of medical expenses, as in I feel this is fair. I had a rash for over 2 weeks which was discomforting and costly.

Business Response:

We are sorry to hear of your experience with **** 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 and you can be sure that your comments have been shared with the appropriate people in our company.

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.

When you contacted us by email, we shared the details of your correspondence with our Health & Safety Team and informed them of your request for reimbursement of your medical bills.  To help us gain a better understanding of your experience, our Health & Safety Team followed up by postal mail on March 30, 2015. Please complete the questionnaire enclosed with their letter and return it to us in the postage-paid mailing envelope provided. In order for our Health & Safety team to consider reimbursement of out of pocket medical expenses, please include copies of receipts and 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 for reimbursement.   

 

Again, we are sorry you had this experience and regret any inconvenience this has caused you.  If you have any questions, please let us know. You can reach us by replying to our email or by calling ************** and leaving a message.  We look forward to receiving the requested materials 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.  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:

Yes, they have submitted the questionnaire and I have returned my responses and documentation. I will await their review. At this time this issue has not been fully resolved. 

Regards,

***** *****

4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $*** electric shaver at the *** ** ******* location in Las Vegas. The salesperson said they would send it to my house for arrival upon my return. It didn't come for another two weeks. When I called to inquire, I was lied to and told it had shipped out when it hadn't. after 3 attempts, I called to cancel. I had to call and email 6 times before the manager agreed to refund my money in full. I then had to follow up three additional times before I got someone to credit my credit card. When the credit appeared, it was for less than what my charge was. I sent a letter to the CEO of Procter and Gamble the parent company, and got no response.

Desired Settlement: I would like a letter of apology from P&G along with a check for the balance of my purchase and the additional postage I had to incur to return the product. This is not what I thought the image of P&G was, but apparently it is too big to control quality of their service and personnel.

Business Response:

Thank you for contacting us about your experience with *** *** ** *******.  We're sorry you weren't pleased with the shaver you purchased and hope you will accept our sincere apology for your disappointment with the service you received.  Please know 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 means a great deal to us, so we want to help.  We've requested a prepaid debit card to reimburse you for the cost of your postage.  Please allow 2-3 weeks for delivery by postal mail.

Again, we are sorry you had this experience.  If we can be of additional assistance with this matter, please call ************** and leave a message.  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.  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,

**** *****

4/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: PROCTOR AND GAMBLE ******** CAR CLIP DAMAGED MY CAR DASHBOARD.I HAVE CONTACTED THE COMPANY SEVERAL TIMES, SINCE DEC 2014, THE ******** TEAM STATED THEY MAILED CLAIM FORMS....NO CLAIM FORMS ARRIVE I RECEIVED,A COUPON FOR A FREE ******** CAR CLIP AND $1.00 OFF TOILET PAPER.THE ******** TEAM, HAS NO INTENTION OF PAYING FOR MY CAR REPAIR.I HAVE SENT A LETTER, PHOTOS OF THE DAMAGE AND REPAIR FROM ****** BODYSHOP. REQUESTING PAYMENT. FOR DAMAGE.

Desired Settlement: REFERENCE FILE: ********Dear Consumer Response Team,Enclosed is the estimate from ****** Dealership for the repair andphoto of the damage. IN addition to the quote for repaid I will need to include the cost for two days car rental cost of $150 with tax.The total cost of the claim is $554.00. Please sent the check now, to myhome address **** ****** ***** **** **********.I am the consumer, your product caused the damage. ****** is the only repair shopI will use for my car.

Business Response:

We’re sorry to hear of the problem you reported with the ******* Car Vent Clip installed in your car and regret your disappointment with the service you received when you contacted us for assistance. 

Please be assured we’re committed to manufacturing high quality products. All versions of ******* are extensively evaluated to ensure they are safe when used as directed and we have many checks along our manufacturing lines to ensure their quality.  We’re sorry you had this experience and we appreciate the opportunity to address your concerns.

We’ve reviewed our records to look into this for you.  Our contacts show you got back in touch by phone on January 14 to let us know you’d gotten an estimate for repairing your dashboard but hadn’t received materials to submit a claim.  At that time, our representative offered to send the necessary materials and explained that it may take 2-3 weeks for them to arrive via postal mail.  Among the items our representative requested for you were postage paid mailing materials and a questionnaire designed to help us gain a better understanding of the incident. The questionnaire also provided instructions to return the product for analysis, along with photos, estimates and the completed questionnaire.  We understand from your recent message that you did not receive the questionnaire and we hope you will accept our apology.
 
While we appreciate your efforts to provide an estimate and a photo with your letter dated January 25, we have not received the product you reported using.  It’s important to know that an examination of the ******* Car Vent Clip that was installed in your vehicle at the time of the incident is essential to our evaluation of your claim, as it is the only means we have of determining the cause of the problem you reported. 

On March 20, we followed up by postal mail with a request that you return the ******* Car Vent Clip along with other items.  In order to review your claim, we need to examine the ******* Car Vent Clip that was installed in your car and we hope you will mail it to us.  Please use the postage paid mailing materials provided with our recent letter as they are labeled with your case number and the address of our damage claims team.

Once we receive the requested materials, we will review your claim and follow up by postal mail.  Please keep in mind that the investigation process can take up to 6-8 weeks; however, we will do our best to review your claim as quickly as possible.  If you have any additional questions please let us know. 

 

4/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We complied with the promotional directions. There out of coupons and are telling me to re-enter in two months. The customer friendly procedure would be to save the paperwork and honor their splash on the inserted material with the product. Proctor and Gamble have my email address and should be responsible enough to take care of their problem properly.

Desired Settlement: Address the complaint quickly.

Business Response: Thank you for your recent purchase of an ****** ***** **********! We’re sorry to hear of the problem you experienced with our offer to receive a $7 coupon for replacement brush heads when you register your toothbrush on line. We understand your frustration and appreciate your efforts to bring this to our attention. Please be assured your comments have been shared with those responsible for this promotional offer. Your satisfaction is important to us, so we want to help. On March 16, we sent a letter with coupons to the address you provided. Please allow 2-3 weeks for delivery by postal mail. If we can be of additional assistance, you can reach us by calling ###-###-#### and leaving a message. We value you loyalty to P&G products and welcome the opportunity to address your concerns.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: PROCTOR AND GAMBLE SOLD A PRODUCT THAT HAS SEVERE HEALTH IMPLICATIONS WITHOUT ANY APPROPRIATE WARNINGS OF USE OR HAZARDS REGARDING THE HEALTH RISK ASSOCIATED WHEN USING THE PRODUCT. THE PRODUCT IS HERBAL ESSENCES SET ME UP MOUSSE. THE PRODUCT IS VERY HAZARDOUS FOR THOSE SUFFER FROM ASTHMA, ALLERGIES OR OTHER HEALTH ASSOCIATED WITH BREATHING. ALSO, THE PRIMARY CHEMICALS FOR THE PRODUCT CAUSES SKIN IRRIATION.

Desired Settlement: I WOULD LIKE AN EXPLANATION WHY THE PRODUCT WAS SOLD AT WALMART, INC. I WOULD LIKE THE PRODUCT REMOVED IMMEDIATELY AND WITH A PUBLIC APPOLOGY TO CONSUMERS. THE PRODUCT CAUSED AN A SEVERE ALLERGIC REACTION AND AN ASHTHMA ATTACK. I WOULD LIKE A REFUND AND A MEDICAL EXAMINATION AND CONSULTATION AND COMPENSATION FOR ANY OF DAMAGE TO ME, THE CONSUMER.

Business Response:

Please know we’re sorry to hear of the experience you reported while using Herbal Essences Set Me Up Mousse.  We appreciate your efforts 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 we care deeply 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.

 

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. To help us gain a better understanding, our Health & Safety Team is following up by postal mail. Please complete the questionnaire enclosed with their letter dated March 9, and return it to us in the postage-paid mailing envelope provided. If you are requesting reimbursement of out of pocket medical expenses, please include any other requested materials when you return the completed questionnaire. We ask that you allow 8 weeks for review of a request for reimbursement of out of pocket medical expenses once we receive the information our Health & Safety Team has asked you to provide.  

 

Within the next 2-3 weeks, you will also receive a prepaid debit card to refund your purchase.  If you have any questions, please let us know. You can reach us by calling************** and leaving a message with your complete name, telephone number and the best time to contact you.

 

Again, we are sorry to hear of your experience and we appreciate your efforts to get in touch.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought Pantene Pro-v Repair and protect shampoo and conditioner. Had a severe allergic reaction and wound up in the hospital due to the allergic reaction.

Desired Settlement: I would like to be reimbursed for the price of the product as well as hospital bill and wages lost from work due to allergic reaction.

Business Response:

We’re sorry to hear of your experience with Pantene Pro-V Repair & Protect shampoo and conditioner. 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.

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 maintain and ongoing monitoring program to ensure the highest standards of safety and quality.

We are 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. To help us gain a better understanding, our Health & Safety Team is following up by postal mail. Please complete the questionnaire enclosed with their letter dated February 27, and return it to us in the postage-paid mailing envelope provided. In order for our Health and Safety team to consider reimbursement of out of pocket medical expenses, please include any other requested materials when you return the completed questionnaire. We ask that you allow 8 weeks for review of a request for reimbursement of out of pocket medical expenses once we receive the requested information.

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************** and leaving a message.

Again, we are sorry to hear of your experience. We value your loyalty to Pantene and we appreciate your efforts to get in touch.

3/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A $10.00 coupon was not available as offered "...when you register at OralB.com/register. The website takes all personal information, including full name, address, phone number, age, gender, and e-mail address THEN tell me "They are out of coupons. Check back in three weeks". How can they possibly be out of coupons that they produce?

Desired Settlement: A $10.00 coupon

Business Response:

Thank you for your recent purchase of an Oral-B Power Toothbrush!  Were sorry to hear of the problem you experienced with our offer to receive a coupon for replacement brush heads when you register your toothbrush on line. Please know we understand your frustration and appreciate your efforts to bring this to our attention. Feedback from loyal 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.

 

Your satisfaction is important to us, so we'd like to help. Were sending coupons via postal mail to the address you provided and you can expect to receive them within 2-3 weeks. If you have any questions, you can reach us by replying to the email we sent directly to you.  Or if you prefer, you can get in touch by calling ###-###-#### and leaving a message.  We value your loyalty to P&G 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.  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.  Actually, their current offer to "make it right" is more than satisfactory. I received a phone call and an e-mail advising me they took complete ownership of the error, and are sending via regular mail coupons worth more than those originally not available.

Kudos to Proctor & Gamble! 

Regards,

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

3/18/2015 Problems with Product/Service | Complaint Details Unavailable
3/11/2015 Problems with Product/Service | Complaint Details Unavailable
3/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought an Oral-B electric toothbrush from Procter and Gamble's website and 3 replacement brush heads from *************. It is too powerful and caused my gum to recede. I had the gum surgery and bought a Philips Sonic toothbrush instead. I e-mailed Procter and Gamble. While waiting for a response, I used the UPS return label (******************) to return the toothbrush. A few days later, I received a shipping label from P&G in the mail for the brush heads (**** ********). I sent them back promptly. I e-mailed P&G asking for a status update on the refund. They stated they received the brush heads back but not the toothbrush, so they're just going to refund me for the brush heads.

Desired Settlement: P&G needs to send me a refund for both the toothbrush and the brush heads.

Business Response:

Thank you for your purchase of an Oral-B rechargeable toothbrush from the eStore in August 2012 and replacement brush heads in May 2014. We’re very sorry to hear of your recent experience.  We appreciate the time you’ve taken to bring this to our attention and the additional opportunity to address your concerns.

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 according to directions.  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’re concerned to hear your report and want to assure you that we’ve shared your comments with the appropriate people in our company. On January 16, we sent a questionnaire on behalf of our Health & Safety Team to help us gain a better understanding of your experience.  If you haven’t already done so, we hope you’ll take time to complete the questionnaire and return it in the envelope provided along with any requested materials. 

In your initial email, you didn't request a refund for your toothbrush so we weren't expecting to receive it.   Since it wasn’t enclosed with the brush heads that you returned to our Quality Assurance Team, we appreciate the time you’ve taken to let us know you mailed your toothbrush separately to an address in *******M, TN. Based on the documents you provided, it appears you used a return label that may have been included with the order you placed with eStore Retail Services on August 30, 2012.  It is important to know your purchase does not qualify for an eStore refund as it is past the 30 day window for returning an item and the address on the label is no longer affiliated with P&G.  We are checking to see if we can obtain information on the package.

In the meantime, a prepaid debit card in the amount of $19.99 was requested to refund the brush heads that you mailed to us.  Please allow 2-3 weeks for delivery by postal mail.

Again, we are sorry you had this experience and we will be in touch when we have additional information to share.

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 sent P&G the questionnaire weeks ago.  I didn't mention I was sending the toothbrush back because they are two separate items.  The brush heads I bought from a third party--drugstore.com--so I e-mailed you to get permission for a refund.  For the toothbrush, I bought it directly from P&G, so I had already sent that back via the UPS return shipping label included in the shipment.  I still have not received a refund for the toothbrush or the brush heads, so this complaint is NOT resolved.

Regards,

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

2/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I selected yes on the health issue, as I know that part of this issue is being sent to their Health and Safety (?name of dep't?) I purchased a 36 pack (huge pack) of Charmin Ultra Strong toilet paper. It's wrapped in thick plastic packaging and inside are 4 packs of 9 rolls each, wrapped in a thinner plastic. Upon taking out the first pack of 9, I scratched my finger. It hurt and shocked me and I instinctively dropped the pack. After further inspection, I noticed that the toilet paper had some type of metal-like shards in it. It definitely looks like the metal was in the paper before any packaging whatsoever. If a piece broke during manufacturing, then I figured they should know. I called Charmin. We went through a lot of questions and answers. They seem to be taking the issue seriously as it was going to be reported to the area in which manufactured the toilet paper I purchased, and their Health and Safety department will also be on alert. What if I had used the toilet paper for its intended purposes? Moreover, what if the metal were actually sticking out of the plastic? I would have definitely cut myself. All of that being said, the lady on the phone asked me how much I paid for the toilet paper. I said $15. It was on sale. It retails for $19.99. She offered me a $15 Visa Gift Card or 2 coupons for up to $11 value each. I said the sale would be over by the time I get that stuff in the mail, and I just spent a ton of money on ****** and Charmin--I'm put out right now, and $15 doesn't even cover tax. (which i did not bring up tax)... but I did press the ****** retail value v. the sale price. I should be able to fully replace the product with tax. I should haven't to worry about ****** honoring a sale price especially since I have to return the paper to Charmin. On that note, she said "we will be sending you an envelope to return the toilet paper and all of it's packaging." I said "not a box?" She said "you can use any box you may have." Well, luckily I have been moving and I have some boxes, so it shouldn't be too hard for me to find a box. If they have a possible health and safety issue, and they seem to be taking it seriously, I would think they would take sending me a box seriously. On top of that, I am going to be really upset if I have to take this box of toilet paper to the post office/ups/fedex myself. I haven't been told that, but I'm not going to be surprised if I have to do all of that. None of their answers seem to be making me whole or making up for their problem. Not mine. I was nice enough to call and I'm the one that called ****** to let them know that other packages on that pallet could have a safety issue.

Desired Settlement: I would like to be reimbursed for the full cost of this toilet paper because I feel that is only right. I shouldn't have to go through the hassle of a price adjustment at Target. Moreover, I want it plus tax. 6% sales tax. Lastly, if I have to take this stupid box to the post office, I want another $10 for going out of my way to do their job and for the gas money. It's not that I don't think they're taking this problem seriously--as I really can't say--I have no idea. Overall with a ll of the questions and whatnot, it seems like it, but the way they are handling it and my part I do not like. Thank you.

Business Response:

We are very sorry to hear of your experience with Charmin and hope you will accept our sincere apology for your disappointment with the response you received when you called to bring this to our attention.  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.

 

Please be assured, our products are manufactured and packaged under stringent quality control to help ensure them against any defects.  Its important for us to be aware of any concerns consumers may have about the quality of our products. We appreciate your efforts to bring this to our attention and your willingness to mail the product to help us gain a better understanding.

 

Your satisfaction with our products and service means a great deal to us, so were following up by postal mail.  Were sending a prepaid debit card to refund your purchase and to help compensate for expenses incurred in mailing the product to our Quality Assurance team. As a gesture of goodwill we are also sending coupons we hope youll enjoy using.  Please allow 2-3 weeks for delivery by postal mail.

 

Again, we are sorry you had this experience.  We thank you for contacting us and look forward to receiving the product for evaluation. If you have any questions, you can reach us by calling ************** and leaving a message.  We value your loyalty and welcome the opportunity to address your concerns.

2/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to *** the other day to buy mouthwash that would help eliminate gingivitis. I found Procter and Gamble's product, Crest Pro-Health Clinical, Alcohol-Free Mouthwash that claims to reverse gingivitis in two weeks. However, no where on the bottle does Proctor and Gamble mention that use of the mouth wash will result in slight browning of the teeth, ulcers, and loss of taste. I investigated my problem further by looking online to see if anyone else had suffered similar problems. Upon review of several websites and forums, which will be listed below, I found that this was a wide-spread problem that all Crest users face. I looked on Crest's website to see if they addressed these issues. It states, "The active ingredient in Crest Pro-Health Rinse has been recognized as safe and effective by an *** advisory panel. The label meets current FDA standards. Some other mouthwashes that effectively fight plaque and gingivitis, and have the potential to contribute to temporary brown tooth discoloration, have been on the market for years, and do not carry a stain label." So, because one company does not show that their rinse creates brown stains does not mean that your company is excused from it. I would argue the idea of the "temporary stain" as well. Furthermore, your website claims that this product only causes these side effects (loss of taste and staining) in a small number of people. However, after reviewing my sources online, that information is inaccurate and should be widened to a majority of the population. THERE IS NO EXCUSE TO HAVE A PRODUCT ON THE MARKET THAT YOU KNOW CAUSES DAMAGE, WHETHER PERMANENT OR TEMPORARY. As soon as the first complaint came in about loss of taste, it is your responsibility to pull that product from the shelves and to begin making changes to your formula. Your brand is flawed, your product is ineffective, and you are scamming people out of their money. This mouthwash has no use other than worsening your teeth so that consumers will have to buy your other products. Below are several websites that discuss the problems with Crest: ******************************************************************************************** **************************************************************************************************** ****************************************************** ******************************************************* ***************************************************************************************** ******************************************************************************************************** **************************************************************************** ********************************************************************************************************** ***************************************************l You cannot pretend to not see each and every one of these comments. If I was the only one who had experienced such a thing, it may be different, but after seeing thousands upon thousands of reviews and complaints about your product, I know that it isn't just me. I haven't been able to enjoy the taste of food. I can't eat with it tasting normal. And I am not sure when the taste will come back. Do not sit aside and pretend like there is not a problem with your product. There is, and it needs to be recalled and banned. I will contact whoever I need to to see that this happens. I would expect something better from a company of your size. I will see to it that everyone I know is warned about this product and that they do not purchase it. I have already told several of the guys that I know, and they have thrown your product out. They were dedicated users until then. Please do not take this issue lightly, you are ruining people's taste and appearance because it makes you money. There isn't anything lower than that. Thank you, and have a nice day.

Desired Settlement: There are two settlements that I would like to see come out of this situation. First, I would like to be refunded for my purchase of the mouthwash ($7.94) and I would like to be given $500 compensation for my time, my injuries, and for the restaurants where I spent money but could not taste the food. This $500 will also cover the cost of whitening my teeth if need be. Since the date I purchased this mouth wast, I have spent approximately $200 eating out at restaurants. However, I have not been able to taste any of the food. This $500 will also cover the cost of eating until I can taste my food again (approximately 2 weeks, according to articles that I have read). It will cover the grocery bill for those two weeks. First settlement: $507.94 check to be sent to me as a refund and compensation for the next two weeks of eating. Second, I would like for Crest to pull their product off of the market and to make a public apology announcing the damage that their product can cause. If this product is so great, then every employee for Procter and Gamble should be required to use it. They will quickly learn of its damages. Second Settlement: Recall of product and a formal, public announcement of its damages.

Business Response: We’re sorry to hear of your experience with Crest Pro-Health Clinical Oral Rinse. 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.
 
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.
 
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 *** 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. Please be assured, we conducted comprehensive studies on Crest Pro-Health Rinse to prove its safety and effectiveness.
 
Cetylpyridinium Chloride (CPC) not only helps to fight plaque and gingivitis, but it also kills bacteria in the mouth.  Like all mouthwashes that effectively fight plaque and gingivitis, these rinses can contribute to temporary, surface-level brown tooth discoloration, which is reported by a small percentage of people. 99.9% of people who have purchased Crest Pro-Health Rinse have not raised this concern.  After it kills germs in your mouth, sometimes the dead germs can collect 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.  Brown tooth discoloration from use of mouthwashes that effectively fight plaque and gingivitis is not harmful. It is reversible - and largely preventable - through options like brushing with a power toothbrush and tartar-control/whitening toothpaste, flossing, and visiting the dentist regularly.
 
We’d like to assure you that the ingredient CPC has been recognized as safe and effective by an FDA advisory panel and the label on our product meets current FDA standards.  Additionally, Crest Pro-Health Rinses containing CPC as the active ingredient have a statement on the label to let people know that:  "In some cases, antimicrobial rinses may cause surface staining to teeth. This is not permanent or harmful, and may be prevented by adequate brushing or removed at your next dental visit.”
 
Still, we understand your concern and regret your disappointment with your purchase of Crest Pro-Health Clinical Rinse.  To help us gain a better understanding of your experience, our Health & Safety Team followed up by postal mail on February 13, 2015. Please complete the questionnaire enclosed with their letter and return it to us in the postage-paid mailing envelope provided along with any requested materials.  Once we receive this information, we ask that you allow 8 weeks for review of your request for reimbursement.
 
In the meantime, a prepaid debit card in the amount of $7.94 has been sent to refund your purchase.  Please allow 2-3 weeks for delivery by postal mail.
 
Again, we are sorry you had this experience and regret any inconvenience this has caused you. If you have any questions, please let us know. You can reach us by calling************** and leaving a message. We appreciate your interest in our products and welcome the opportunity to address your concerns.

2/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a product that was advertised with a $5 rebate. The rebate was not honored because P&G claims that using a store loyalty card is considered an offer and therefore the rebate is not valid.

Desired Settlement: I would like the $5 rebate honored.

Business Response:

Thank you for your recent purchase of Cascade.  We appreciate the time you took to participate in our Cascade mail-in rebate and we regret your disappointment.  Please be assured your comments have been shared with those responsible for this offer.

 

As a gesture of goodwill, were sending a coupon which we hope youll enjoy using on a future shopping trip. Please allow 2-3 weeks for delivery by postal mail.  We value your loyalty to P&G products and appreciate the time youve taken to get in touch.

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,

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

2/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First off, I always purchase P&G products, starting with shampoo and ending with sanitary napkins. I recently purchased three bottles of Head and Shoulders Shampoo (2 in 1, Smooth & Silky, expiration date 08/2015, UPC #: ************, 14.2 FL OZ) from the local *** Pharmacy Store *** * ****** *** ******* ****** ** *****). After use, my eyes hurt. My husband used it as well and he said he has the same symptoms. I first though that possibly some shampoo got into my eyes and that is the reason for the pain. Not so. Next time I closed my eyes. My eyes started hurting again after use. They even hurt hours after using the shampoo. The shampoo does not state that it will cause painful eyes.

Desired Settlement: I ask you to please refund me the money for the three shampoos. Although I do not have a receipt, I believe it is not the liability of *** to carry the burden of refunding me.

Business Response:

Thank you for your recent purchase of Head & Shoulders Smooth & Silky.  Please know were sorry to hear of the experience you reported while using our product.  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.

 

We also want to assure you that we care deeply 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. 

Your satisfaction is important to us, so were following up by postal mail on your request for a refund.  Please allow 2-3 weeks for delivery.  In the meantime, please save any remaining unused product for the next four weeks in case we need to retrieve it or obtain additional information.

 

Again, we are sorry to hear of your experience.  If you have any questions, you can reach us by calling ************** and leaving a message.  We appreciate your interest in Head & Shoulders and welcome the opportunity to address your concerns.

1/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family was on vacation during the week of 12/13-17/2014. On 12/16/2014 we stopped in *********** ***at a ********* store to pick up a few products, while there we also purchased a bottle of Crest Pro-Health Clinical Mouthwash Deep Clean Mint. #3700081122. We were staying in ********** **. and we returned there for the evening. At bedtime I removed my lower denture (which exposes my implant) and proceeded to rinse my mouth out with the Crest mouth wash. It felt very strange as it bubbled a lot but I had never used that type and didn't think that much about it. I then went to bed. After about 30 minutes my mouth (gums and around my implants began to ache and burn. I told my wife that something wasn't right. I went to the bathroom and my gums were swollen and red and I could not get my lower denture to fit back in. I rinsed my mouth out several times with cold and warm water neither one helped. Needless to say I was up the remainder of the night. I tried ******* and other things to stop the pain but that didn't help. I then advised my wife that we would leave earlier then we had planned on Wednesday and go by a drugstore and get something for my gums. We left ********** around 7:00am and we didn't see a drug store open until we reached ****** ** at an ****** store. I spoke with the Pharmacist there and he suggested ******* to ease the pain until I could see a dentist. Although I was in pain we made it to our home in ******* ** around 4:00 pm. I couldn't get in touch with my dentist until Thursday morning and I told them what happened and they said they would try to work me in. But I didn't have the extra money and I just asked them to call me in something at my Pharmacy. Luckily they called a prescription in for ******* **** and I picked it up that afternoon. I began using it immediately and it started to get better and then I had a setback as I developed a large blood blister on my tongue on Friday. I did call Crest and let them know what was going on but they didn't seem to care. The lady that I spoke with offered me a coupon for Crest toothpaste and I advised her that that would never happen and that she was going to send me a gift card . I told her that this was not of my doing and that I should be compensated for all of the products I purchased and some compensation for the pain my family and I went through on our vacation. Thanks to their product. The Crest Rinse costs $4.49 the Gift card was for $4.50 which I will not use. ( I was also informed that the product development department would be following up with me from P&G that was 2 weeks ago.

Desired Settlement: I feel that I should be reimbursed for the Crest rinse, the *******, the ******* ***** and the last day of my vacation. One night Lodging. I will overlook the pain that I suffered due to the problems this has caused. I would also like for permission to send this product to our local hospital and have it disposed of as a ********** ********* ******* ***** ******* $250

Business Response:

We’re sorry to hear of your experience with Crest Pro-Health Clinical Rinse Mouthwash. 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.

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.

Since you noticed the product bubbled when used, it may be helpful to know that Crest Pro-Health Clinical Rinse contains hydrogen peroxide. When hydrogen peroxide comes in contact with saliva, it produces a bubbling sensation which is typical for mouth rinses containing this ingredient.

We are 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. To help us gain a better understanding of your experience, our Health & Safety Team followed up by postal mail on January 8, 2015. Please complete the questionnaire enclosed with their letter and return it to us in the postage-paid mailing envelope provided. In order for our Health and Safety team to consider reimbursement of out of pocket medical expenses and/or related expenses, please include a copy of the receipts for the ******* and ******* ***** as well as a copy of the hotel receipt when you return the completed questionnaire.  Once we receive this information, we ask that you allow 8 weeks for review of your request for reimbursement.   The prepaid debit card that you received in the amount of $4.50 was sent to refund your purchase of the Crest Rinse after you contacted us initially.

Again, we are sorry you had this experience and regret any inconvenience this has caused you.  If you have any questions, please let us know. You can reach us by calling ************** and leaving a message.  We look forward to receiving the requested materials 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,

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

1/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife purchased a straight razor as a Christmas gift. The salesman told her that the razor was shave ready. When I tried to use the razor it is so dull that I couldn't shave with it. I returned the razor to the store hoping that they would offer to rectify the problem by having the razor sharpened so that it is shave ready as promised by the salesperson. I was told that I would have to pay to have the razor sharpened and that they cannot guarantee sharpness of the razors. If this is the case then there should be a sign hanging in the store or a note on the receipt that they don't guarantee sharpness and the sales force should not tell customers that the razors are shave ready. I had also contacted customer service and spoke with ********* and asked if the razors were shave ready. She was unsure but asked someone who told here they were shave ready. Again their only resolution was for me to pay to have my new razor sharpened. I had purchased another straight razor for my son 1 year ago and it shaved perfectly out of the box as promised. My $150 razor will now cost me $200.

Desired Settlement: I would expect that The Art of Shaving live up to their promise of a shave ready razor by supplying complimentary express sharpening and honing of my razor. They should also post signs in their stores that they cannot guarantee sharpness and the salespeople should not tell customers that the razors are shave ready just to get a sale.

Business Response:

Thank you for your interest in The Art of Shaving.  We appreciate knowing that you liked your sons straight razor so much that your wife decided to give you one as a gift!

 

Please know were sorry youre disappointed with the sharpness of your new straight razor and we want to assure you the razors should be shave ready when purchased. We appreciate your efforts to bring this to our attention and weve shared your concerns with The Art of Shaving.  Weve followed up separately by email and phone on your request for a complimentary honing of your new razor, and we hope our response reassures you of our commitment to your satisfaction. 

 

If we can be of additional assistance, you can reach us by calling ************** and leaving a message.  We value your loyalty to The Art of Shaving products and welcome the opportunity to be of assistance to you.

1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 4 pack of Venus breeze razors and two of them the gel bars were broke off and ******* wouldn't return, I feel I should get a coupon for razors or my money I spent almost $20. I purchase venus all the time its the only razors I use. Thank you, ******* ******

Desired Settlement: New razors

Business Response:

Thanks for choosing Venus Breeze razors.  Please know we have many checkpoints along our manufacturing lines to ensure the quality of our razors.  We're sorry the gel bars were broken on two of the disposable razors that you recently purchased 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.

 

And because your satisfaction means a great deal to us, we’re following up by postal mail with coupons to help reimburse you for your purchase. Please allow 2-3 weeks for our letter to arrive.  If you have any questions, you can reach us by calling ************** and leaving a message.  We value your loyalty through the years and welcome the opportunity to address your concerns.

 

1/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ***** has advertised a promotion on its website that states, $40.00 off the Series 7 900cc shaver. ********************************* It then has the consumer click on an URL to go to one of the reseller's websites, in my case I choose ******* I purchased two of these shavers through ****** for $149.99. That was the price that ****** was advertising the product at without the coupon. When I went back to the Bruan website after I received the product, I again went to the "coupon" page. ****************************************** I opened the coupon page and clicked on the "print here" ****************************************** Nothing happened. I expected to provide my serial numbers and proof of purchase to get my two $40.00 rebates just like any other "coupon." Bruan has declined to honor the "coupon" stating that it was an ****** promotion which is not true because ****** was selling the item for the same price with or with out the coupon. Braun then said that ****** did give me the discount which again was not true. Bruan's supervisor declined to honor the promotion.

Desired Settlement: I expect Braun to rebate the $40.00 as the "coupon" said in the promotion on the Braun webstie I have spent enough time with Bruan on the phone telling me that it is not their promotion and that the discount was automatic. Even the Braun employee confirmed that ****** listed the product for sale at $149.99 without going through the Bruan website promotion.

Business Response:

Thank you for your recent purchase of Braun Series 7-790cc shavers.  We’re sorry to learn of your disappointment with the offer you saw advertised on our website and appreciate the time you’ve taken to share your experience.  Feedback from loyal consumers like you guides us as we look for ways to better meet the needs of those who use our products.

 

From November 30 2014 through December 27, 2014, Braun “coupons” were being offered through several online retailers. The offer did not include printable coupons or online coupon codes for the specific offers - the discount was instant and reflected in the price online.  Consumers did not need to do anything to get the discount, other than make the purchase online.  It is important to know that pricing is at the sole discretion of the retailer.  

 

Since you were expecting an additional $40 off the price advertised on ****** when you made your purchase, we understand your disappointment.  Because your satisfaction is important to us, we have followed up separately via email on your request for the additional $40 savings.  We look forward to hearing from you and we hope our response helps reassure you of our commitment to your satisfaction.  If you have any questions, please let us know.  You can reach us by calling ************** and leaving a message or by replying to the email sent directly to you.  We appreciate your interest in Braun products and welcome the opportunity to address your concerns.

1/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Not a big issue. But I purchased an $40 electric toothbrush. In the box was a coupon stating that I could receive a $7 coupon for registering this item. I went through the steps required online, and when I entered "submit", a screen popped up saying that this offer is no longer valid. The paperwork in the box contained a coupon for $3 off, plus this $7 registration offer, and the $3 coupon expires in 2016! If this had been sitting on the shelf and said it had expired, than I wouldn't have a valid complaint. This just seems strange for a company of this size.

Desired Settlement: The coupon to be honored.

Business Response:

Thanks for your recent purchase of an Oral-B Power Toothbrush. We're sorry to hear of the problem you experienced with our offer to receive a $7 coupon for Oral-B Replacement Brush Heads when you register your toothbrush on line.  We understand your frustration and appreciate your efforts to bring this to our attention.  Feedback from loyal 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.

The message you saw that the offer was expired was a technical error and we want to assure you we’ve taken steps to correct it.  Your satisfaction is important to us, so we’re following up by postal mail with coupons we hope you’ll enjoy using.  Please allow 2-3 weeks for delivery by postal mail. If you have any questions, you can reach us by calling ************** and leaving a message. We appreciate your interest in our products and welcome the opportunity to address your concerns.

 

Consumer Response: Thank you for your follow-up and response. I appreciate it. Sincerely* ** **

1/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought Oral B Deep Sweep system with $7 coupon for brushes on Dec 22, 2014 inside package. When taking the time to register on Dec 23 as required, screen said that the offer had expired.

Desired Settlement: A new coupon for $7.

Business Response:

Thank you for your recent purchase of an Oral-B Deep Sweep toothbrush.  Were sorry the Oral-B replacement brush head coupon inside the package was for an expired offer.   We appreciate your efforts to bring this to our attention and have shared your comments with the appropriate people in our company.

 

Your satisfaction is important to us, so were following up by postal mail with current coupons. Please allow 2-3 weeks for delivery by postal mail. If you have any questions, you can reach us by calling ************** and leaving a message.  We appreciate your interest in our products and welcome the opportunity to address your concerns.

12/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used your old spice (woldthorn gel) deodorant and it burnt my underarm with 2nd degree burns to the degree that I had to make an emergency appointment with the ******** ******* Clinic, I was further alarmed to learn from my online research that thousands of people across the country are receiving 1st, 2nd, and even 3rd degree burns, I CANNOT BELIEVE THAT THE GOVERNMENT HAS ALLOWED OLD SPICE TO CONTINUE SELLING A PRODUCT THAT IS CURRENTLY CAUSING SIGNIFICANT SERIOUS PHYSICAL HARM TO THE CONSUMER

Desired Settlement: THE ONLY WAY TO SETTLE THIS MATTER IS TO PAY ME FOR MY PAIN AND SUFFERING

Business Response:

We’re sorry to hear of your experience with Old Spice Wolfthorn 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. 

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. 

We are 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. To help us gain a better understanding, our Health & Safety Team is following up separately by postal mail. Please complete the questionnaire enclosed with their letter dated December 10, and return it to us in the postage-paid mailing envelope provided. In order for our Health and Safety team to consider reimbursement of out of pocket ******* expenses, please include any other requested materials when you return the completed questionnaire. We ask that you allow 8 weeks for review of a request for reimbursement of out of pocket ******* expenses once we receive the requested information. 

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 ************** and leaving a message. 

Again, we are sorry to hear of your experience and we appreciate your efforts to get in touch.

12/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I BOUGHT A NICE & EASY CLAIROL ROOT TOUCH UP THE BOX WAS DAMAGE THE PROOF OF PURCHASE NUMBER IS381519012471 THIS WAS PURCHASED AT ****** ************** ** **** **** **** ****** ************ ** ******HE STORE TOLD ME THE PRODUCT WAS GIVEN TO THEM BY YOURCOMPANY IN THE CONDITION OF A DAMAGE BOX THE STORE REFUSEDTO GIVE ME A DISCOUNT ON THE PRODUCT...

Desired Settlement: I WANT COUPONS SENT TO ME OR FREE BOX OF NICE & EASY CLAIROL ROOT TOUCH UPI DO HAVE THE RECEIPT SHOWING PROOF OF PAYMENT AND PURCHASE

Business Response:

Thank you for your recent purchase of Nice n Easy.

 

Were sorry to hear about the problem you reported with your package and want to assure you that 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 regret you received a package in this condition and appreciate your efforts to bring this to our attention.  Please be assured weve shared your report with the appropriate people in our company.

.

Your satisfaction is important to us, so were sending a product coupon via postal mail.  Look for our letter to arrive within the next 2-3 weeks.   We value you as a loyal customer and appreciate you taking the time to contact us.

12/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called P&G to inform them that after using there GAIN detergent on my work clothes (scrubs) and a few of my husbands basketball jerseys I had blue stains on our clothing that don't and won't wash out. Its incredibly frustrating as I had just bought my scrubs and they were ruined. I was informed by a customer service member that I would be receiving a $175.00 gift card for my ruined clothes. Well I received the gift cad only to find out that P&G had reversed the charges!!! This is unacceptable and I am not and will not be eating the cost.

Desired Settlement: I am requesting 350.00 which is the cost of 5 pair of scrubs @ 30.00 each and 50.00(depreciated value) for each Basketball jersey ruined.

Business Response:

Please know we’re sorry to hear of the problem you reported when you used Gain Flings to wash your clothing and we appreciate the time you took to let us know of your experience.  We understand you’re upset that your prepaid debit card was suspended and we appreciate the opportunity to address your concerns.

After the card was sent, we detected a previous request for payment from your household on October 10, 2014.  Since we sent a prepaid debit card in response to the report received on October 10, the card which was requested on October 24 was suspended. A letter was sent on October 30 with an address you can use to submit a claim for further consideration of your request.

We’d like to assure you Gain Flings was extensively tested before it went to market, and what you described is not something we want you to experience. We know the proper use of Gain Flings 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 or pink colored stain on fabrics is not placing the packet into the washing machine drum before adding the clothes and/or overstuffing the machine with laundry. This 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 it to dissolve and distribute the cleaning agents throughout the wash. While we cannot speak for every washing situation, we expect any unintended fabric staining from the detergent packets should be treatable. Often, it is sufficient to wash the stained item again via another wash load using either a Gain Flings detergent packet or a liquid laundry detergent.

If that doesn't work, please follow these steps:
 
1.   Rinse the stain under hot water to remove as much as possible.
2.   Gently wring the excess water from the item, and lay it out flat.
3.   Apply household rubbing alcohol to the stain, making sure it covers the entire stain. (Test on similar fabric or on an inside fold first.)
4.   Let the stain soak for at least 10 minutes – the longer the better.
5.   Using warm or hot water, rinse the fabric. This should remove the stain.
6.   If the stain has not been completely removed, repeat the steps above.

Please know we take all complaints from our consumers seriously.  If you’re unable to remove the spots using these tips, you can submit a claim to us. Mail the Gain Flings product and your garments to the following address:

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

Be sure to include the following case number when submitting your claim: ********.  We cannot assume responsibility for items that are lost in the mail, so we recommend you use a method that offers a tracking number.  If you have additional questions or concerns, you can reach us by calling ###-###-#### and leaving a message. We appreciate your interest in Gain 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.

First and foremost my complaint wasn't about Gain flings I have never used this product. My complaint was about your gain Aloha Hawaiian scent detergent. As I stated in my initial complaint this product has stained all my work uniforms and my husbands basketball jerseys. I did try to rinse and was the clothing with cold water with no avail.  As stated iI would like P&G to compensate me for this!!! I will not eat the cost of this!!!

Regards,

****** *****

Business Response:

We hope you'll accept our sincere apology for the confusion about the Gain product you used to launder your garments.  We appreciate the time youve taken to let us know the product was Gain with Febreze Freshness Hawaiian Aloha and we welcome the additional 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 and with the recommended amount of detergent.  You may need to wash the items more than once to completely remove the stain.   

 

If rewashing in the hottest water that is safe for the materials doesnt help remove the spots, you can submit a claim by mailing the garments and the Gain product you used to the address provided previously. Also, we recommend you use a method that offers a tracking number since we cant assume responsibility for items lost in the mail.

 

Again, we are sorry you had this experience and we want to assure we take all complaints from our consumers seriously.  If you have any questions, you can reach us by calling ************** and leaving a message.

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 | Read Complaint Details
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Additional Notes

Complaint: Procter & Gamble - Cascade Ruined My Dishes and Terrible Customer Service!!! I used Cascade Liquid Gel Detergent to do a couple of loads of dishes. I was horrified to find out that all my dishes came out with this awful white film on them. So, I then proceeded to wash and rewash. The film would not come off, my dishes looked terrible and I didn't even feel comfortable eating off of them! I contacted Cascade online. A lady named Tenecia S. tried to tell me that it was from "etching" and that I need to check my dishwasher or hard water. It was not the fault of Cascade! Well, funnily enough, no other detergent had caused that problem. I replied relaying that information to her and she responded by saying that she would mail me a $10 coupon so I could purchase yet more Cascade. I replied and let her know I don't want more Cascade, I don't want more dishes ruined, I have wasted enough electricity and I now have incomplete sets because I cannot have myself, my family or even my cats eat from them, I read that that white film can be toxic! Tenecia S. then told me to call the local number that was on the bottle, couldn't even give me the phone number herself because funnily enough when I found the number she herself answered the phone! I again explained the damage. She offered me a $100 certificate to replace my dishes. The cost of replacing my dishes with the separated sets plus running my dishwasher over and over trying to remove that stuff was more like $750! She said okay she would send me claim forms to my address. What she ended up sending me were claim forms for LAUNDRY DETERGENT! By this time, I am getting livid. I am beginning to feel this is deliberate. I wrote to her and said can you please send the correct forms? She said, sure, sorry about that and promises to send me the claim forms for Cascade, but then instead sends me a request for the Cascade Bottle so their laboratory can analyze it with a disclaimer the bottle may get "destroyed" in the process. No claim forms to fill out similar to the laundry detergent ones. I write back well there would go my evidence - I said I will be more than happy to send you a sample of the detergent plus some of my dishes at your expense. Then, to add insult to injury, I get a response from her like she doesn't even who I am all of a sudden, with the same generic answer she sent me the first time "in order for me to assist you better, you will need to call the number on the product". By now, I am about losing it as I have a huge pile of unusable dishes sitting in a box and a very small amount that I can even eat off that were lucky enough to escape the dishwasher the fateful day I used Cascade. I had to go buy some temporary dishes - again more money out of my pocket! That was close to $100 and I don't have that kind of money to waste. My final straw and attempt to this company was to write a complaint letter to the Corporate office telling them of this whole stressful and unprofessional treatment I had received and I have heard not heard a word back - this has been about a over a month now! I am so fed up with this company and their horrible shady customer service and the inconvenience it has caused to my life. I will probably now have to waste yet more time taking them to small claims court. They will not even help me, they lie about forms, they don't care about their customers. My warning, do not use Procter & Gamble's Cascade

Desired Settlement: I would like to have the cost of my dishes and expenses replaced - the total being $886.99

Business Response:

Thank you for getting back in touch with us about your experience with Cascade.  Please know we're sorry you're unhappy with the appearance of your dishes washed in Cascade and we regret your disappointment with the service you received when you contacted us for assistance. 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 all versions of our product have been thoroughly evaluated to make sure they're safe for use with items that are dishwasher safe.  Additionally, we have many checkpoints along our manufacturing lines to ensure their quality and performance. It may be helpful to know our dishwashing detergents no longer contain phosphates (in compliance with laws effective July 2010 requiring dishwashing detergents to be phosphate-free). We understand that some consumers may be experience filming when using phosphate free 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.

 

If what you’re noticing on your dishes and glasses is hard water film, we recommend using vinegar as a cleaning agent.  We've followed up by email with tips for removing hard water mineral film from dishes and other information we hope you'll find helpful.  Additionally, we're also following up by postal mail regarding your experience and request for compensation. Please look for our postal reply to arrive within 2-3 weeks.

 

Again, we are sorry you had this experience and we appreciate the additional opportunity to address your concerns.  If you have any questions, you can reach us by calling ************** and leaving a message. We value your loyalty to P&G products and hope our response helps reassure you of our commitment to your satisfaction.

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 | Read Complaint Details
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Additional Notes

Complaint: I bought the biggest pack of Cascade Platinum trusting this company's name. I thought with a popular company name I would get good results with this product. I get this product home and try it in my brand new dishwasher and my dishes from the same day didn't come clean. I had to take all the dishes out of the dishwasher and hand wash them and then rewash them in the dishwasher. Also, the pacs do not dissolve all the way. So, when this happens I have to run my dishwasher again to make sure there is no detergent left on my dishes. My electric bill has gone up $7.00 and my water bill went up $5.00 since I started using this product. The ad for this product promises that dishes that were used within 24 hours would come out of the dishwasher clean. This is not true at my house. I read the reviews on their own website and they have some reviews reporting the same problem as I have. I could not find a place on the website to notify the company of this problem.

Desired Settlement: I would like a refund. (The product was $13.97 without tax, with tax $15.19, then my extra electric $7.00 and $5.00 for the water.) Total amount requested $15.19. Then, after I get my refund I will never use this product again. The company should be held accountable for not making a product that meets up to what they are advertising. That is why I am asking for extra electric and water.

Business Response:

Thank you for your purchase of Cascade Platinum Pacs.  Please know we appreciate your interest in Cascade and we're sorry you were disappointed with the performance of the product you received.  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.

We’d also like to assure you our products are formulated to provide the excellent performance you expect and we have many checkpoints along our manufacturing lines to ensure their quality.  Cascade detergent pacs should dissolve within the first minutes of the wash cycle and we are sorry to hear of the problem you reported.  Your satisfaction is important to us, so we’ve followed up separately by email and postal mail about your experience with our product and request for a refund.  Please allow 2-3 weeks for delivery of our letter by postal mail.

In the meantime, we hope youll consider giving our product an other try.  Here are some tips we hope youll find helpful in getting the best results:

- Make sure your hands and dispenser cup are completely dry before placing the pac in the dispenser.

- If the detergent pac does not fit in the dispenser properly, try placing it in the cutlery basket or at the bottom of the dishwasher instead of in the dispenser cup.

- Make sure dishes aren't blocking the sprayer arms of your dishwasher.

- Turn your dishwasher on at night when no other water is being used. That way, you'll know it's getting enough water pressure.

-Run the hot water at the kitchen sink for a few minutes before you start the dishwasher. You'll get the best results if the water is above 120 degrees F.

-If youre using a short cycle, try using the longest cycle.

If you have any additional questions, please let us know.  You can reach us by calling ************** and leaving a message.  We appreciate your interest in Cascade 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.

 
The company stated that they will follow up with me in 2-3 weeks by email and postal mail to let me know about my refund.  When I receive that response I will notify your office with a response.

Regards,

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

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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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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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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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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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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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 casua