Complaints

This profile includes complaints for The Procter & Gamble Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

The Procter & Gamble Company has 34 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Procter & Gamble Company

  2 Procter & Gamble Plaza Cincinnati, OH 45202

  
• 

  The Procter & Gamble Paper Products Company

  Route 87 PO Box 32 Mehoopany, PA 18629

• 

  Procter & Gamble

  6200 Bryan Park Rd. Browns Summit, NC 27214

• 

  Procter & Gamble

  3701 Monroe Hwy Pineville, LA 71360-4112

• 

  Old Spice Custom Built

  Po Box 670845 Chugiak, AK 99567-0845

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *June 26th, 2024.
  *I paid $36.00.
  *P&G claimed to deliver top quality products and service per physical letter.
  *June 25th, 2024: Of P&G, Amanda rambled. Insisted transfer to Olay. Per Oil of Olay, Brooke, impacted phone issues (she later vented and blamed me for technical issues), intensely rapid, poor attitude, she complained to me that she could not hear me; I emphasized of my voice loss issue without her ethical respect. I insisted on a manager. Possibly Wendy? (heavy static, distant sound and terrible connection/experience) Wendy hung up on me. Reported to Morgan of shameful treatment of staff. Morgan lacks consistent kindness, comprehension of service and focus. I insisted on a manager, Elum/female: heavy attitude, unconscionably disruptive, rambunctious, arrogant, rushed, rigid, militant with coupon use and inhumane. I ended call.
  *June 26th, 2024: I had to chase manufacturer to attempt simplicity and resolution due to expiration. Between Brooke, Lainy, Michaela and James, Olay service is an utter disaster. Lazy, incompetent, disorganized, brutal, judgmental of Lainy with accusing me of speaking fast, (I had to stop her because she was incomprehensible and dominating, her sarcastic/arrogant comment "verify that number", battled with me and combatted. No accountability to educate, guide or suggest store(s) to apply coupon. I, the consumer, had to struggle, scramble and seek assistance from ********* by chance. I was treated as staff and expected to be a mind reader. I was never informed to pay taxes out of pocket. I lost $10.00. Detrimental and daunting experience. Never again.
  *Advertisement per attached.

  

  Business Response

  Date: 07/10/2024

  
  Thank
  you for reaching out to the Better Business Bureau and we’re sorry to hear you
  were both disappointed with the Olay product you purchased and the service we
  provided. We understand you would like us to share on our coupons which
  retailers accept coupons, but it truly is at the discretion of the retailer.
  For example, club stores like Costco and Sam’s do not accept manufacturer’s
  coupons in general, but other retailers may or may not.
  
  We
  see the product that didn’t meet your expectations retails below the value of
  the $36 coupon we sent and that you were able to use on another product. When
  you mention losing $10, we assume you’re referring not being able to use the
  full $36 but are unsure. Please know, the coupon is set at an amount in an attempt
  to cover a range of prices, allowing you to use it on up to $36 but can also be
  used on less than if you select a replacement product that is below the amount of
  the coupon. As a gesture of goodwill, we are sending a $10 off coupon for the
  future purchase of another Olay product, along with an additional $5 off coupon
  as goodwill. . Please look for the mailing in your postal mail in about 10
  business days.
  
  Finally,
  we’re again sorry our service was disappointing. We have reviewed the
  interactions and have coached as needed. Thank you again for reaching out and
  we wish you the best. 

  Customer Answer

  Date: 07/10/2024

  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. Entity remains accountable for polished education (two retail stores, i.e.: ********* as I had to discover the hard way. Some do not have the resources to hunt around) and immediate conduct modification. 
  
  
  
  Regards,
  
  
  
  ***** **
  

• Initial Complaint

  Date:06/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good day.
  After much research I ordered the iO 3 for my needs. I travel frequently and needed a great toothbrush with a travel case for on the go. The battery lasts about two weeks so most trips are acceptable with that battery life. Oral B advertised a travel charger for Europe so I knew if and when I went to the EU for a lengthy time I could order an acceptable charger. In February 2024, I had a trip to Europe for more than two weeks. I spent much of January phoning Oral B's various departments trying to order the EU charger for this toothbrush. Everyone said they didn't sell it anymore and had no stock. I was advised by a representative to just order an off brand one off of ****. I did that and although it looks like the Oral B official EU charger, my toothbrush in Europe displays a red error light and doesn't charge. I need the official EU charger or a toothbrush that will accept a 220v electric input. I bought this toothbrush to use throughout the world. I have another month long trip to the Europe in 2 weeks. Please assist with either changing this product that will work in Europe or with ordering an official travel charger I can use in Europe. Thank you.
  
   
  11OCT2023 Ordered Oral B iO series 3 toothbrush from ******
  18OCT2023 toothbrush shipped and I received it shortly after

  

  Business Response

  Date: 06/27/2024

  Thanks for reaching out to the Better Business Bureau (BBB) and Oral-B. We’re sorry to hear about your experience.
  
  The io3 brush will be dual voltage, so it can be used anywhere in the world. All you will need is a plug adapter to plug the charger into a European outlet. Otherwise, if you are looking to purchase a power cord specifically for Europe, you can purchase one through *********, our parts distributor, using the link below.
  
  ****************
  
  We appreciate the opportunity to address your concerns.
  
  
  

  Customer Answer

  Date: 07/05/2024

  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, reasons for rejection are included below.

   

  I will be in Europe this coming week and I will see if the original charger works with the brush. If it does great, if not I'll continue the complaint. Thank you.
  
  
  Regards,
  
  
  
  ****** ********
  
  

  Customer Answer

  Date: 07/22/2024

  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, reasons for rejection are included below.

  I need more time to verify their email is actually correct. Thank you.

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

• Initial Complaint

  Date:06/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a survey from P&G Professional Insider that promised a $50 ***** reward card to the first 50 people who took the survey within 3-5 business days. I have photos showing the time I received the email and the time I completed the survey. It’s really not possible for me to not be one of the first 50. The email was received at 11:00 AM and I completed the survey at 11:03. I contacted ***** card company and they said they have no record of this promotion. So it appears to me like it’s been a huge false advertisement marketing scam just to steal and sell our personal information. I don’t appreciate being lied to or stolen from. This is not the way to keep business customers.

  

  Business Response

  Date: 06/23/2024

  Thank you for reaching out and we're sorry for your disappointment. Please know, we are not familiar with an offer such as you explained. We have forwarded this to our Professionals Team who will be in touch if they have information. If you have details you could provide regarding the offer, the email sent to you etc, it would be helpful as there are unfortunately, many scams in today's marketplace.

  Kind regards. 

  Customer Answer

  Date: 06/24/2024

  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, reasons for rejection are included below.

  I’ve attached a screenshot of the email. I also don’t appreciate being insulted by insinuating I can’t read well enough to differentiate between a real email or a fake one.
  
  
  Regards,
  
  
  
  ***** *******
  
  

  

  Business Response

  Date: 06/25/2024

  Thank you for a copy of the email you received, that was helpful to share with the Professionals Team. Please know, our reply was not intended to cause insult, as unfortunately there are many scams that use our information, again, sharing the email was helpful.  While we do not have access to their information, the Professionals Team  let us know they emailed you directly and are working to resolve the issue.

  Kind regards.

• Initial Complaint

  Date:06/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I participated the rebate program by procter & gamble which grants a $15 gift card for my $50 worth of purchase of their products.
  I submitted the receipts in April and received the confirmation dated April 21 that I'd receive the gift cards within 6 - 8 weeks, but i still haven't received the gift card after the given time frame.
  Their support phone number listed on the rebate program is out of service and I have no response after emailing them either.
  I request that procter & gamble fulfill their rebate program and send me the $15 gift card.

  

  Business Response

  Date: 06/20/2024

  Thanks for reaching out to the Better Business Bureau (BBB) and Procter & Gamble. We’re sorry to hear about your experience.
  
  While we don’t have access to the rebates here at consumer relations, we’d still love to assist you. Please keep an eye out for an email from us directly regarding your rebate.
  
  We appreciate the opportunity to address your concerns.
  

  Customer Answer

  Date: 06/25/2024

  The business said they would mail the promised gift card but so far I've received nothing.
  

  

  Business Response

  Date: 06/25/2024

  Thank you for the reply. As promised, the debit card was requested and as shared in our reply, the card will take about 7-10 business days to reach you. At this point, it has only been three business days. The tenth business day will be July 5th, since there is a holiday on July 4th. Please allow more time for the card to arrive.

  Kind regards.

   

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This states nothing about causing breathing problems. It lead my son to be life flighted to the er fighting for his life. The wax cubes are detrimental to those with asthma and there is NO disclosure. I would like to settle with business before further action.

  

  Business Response

  Date: 06/18/2024

  Thank you for reaching out to the Better Business Bureau regarding your experience and we hope this finds your son well. We want you all our families to feel confident when using Febreze and we understand your concern and know this is the last thing you need when keeping up with your little one. The ingredients used in Febreze have been carefully assessed and tested for safety and meet our safety standards. For information about our safety commitment, our rigorous safety testing process for all of our Febreze products, we invite you to visit our Febreze website for more information. We also encourage you to visit smartlabel.org to view the full composition of Febreze products and review the Quality & Safety portion of our website as some people, including little ones, may have unique sensitivities to some of the ingredients used in everyday products.
  
   
  I captured the details you shared and will pass them onto to our Quality Control Team and our Health & Safety. I’m also sending you a link via email to provide more details regarding your son’s experience. Please include a photo of the receipt or advise the price you paid for the melts we would be happy to consider a refund for the price. Also, since medical treatment was sought, we can include paperwork for you to fill out and provide any out-of-pocket medical expenses for our Medical Reimbursement Team to consider if we can assist. While not a guarantee of assistance with out-of-pocket medical bills related to this, it is a fair consideration, I’m sorry we don’t consider compensation beyond this.  We look forward to hearing back from you.

  Customer Answer

  Date: 06/18/2024

  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, reasons for rejection are included below. Issue has not been resolved nor addressed yet. All I received was a survey. 
  
  
  Regards,
  
  
  
  ******* *****
  

  

  Business Response

  Date: 06/24/2024

  Thank you for contacting the Better Business Bureau (BBB) and Febreze.
  
   
  
  Again, we’re very sorry to hear about what your little one experienced. We are glad to hear that you received the survey but clicked on the wrong option. While we’re unable to send a new link since the first was declined, we can send paperwork to fill out via postal mail.  Please look for an email from our Febreze team with details about how we can further assist.
  
   
  
  We appreciate the opportunity to address your concerns.
  
   
  

  
  

  Customer Answer

  Date: 06/24/2024

  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 until check is received.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:06/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 25th, 2024, I purchased Dawn Degreaser (Dawn Pro) a Proctor and Gamble(P&G) product. I have been a 45+ year customer of Dawn Dishwashing liquid and other products. I planned on cleaning my dirty epoxy covered garage floor. I was talking to the Lowe's associate working and he pointed me to the Dawn Professional Heavy Duty Degreaser. We reviewed the bottle and it was safe for several surfaces and included concrete. I even checked the website www.pgpro.com on when I got home to make sure it would be safe on my surface and it states it's safe for garage bays. To be honest, I was excited to use a new Dawn product and during the process of cleaning my garage floor, I took a picture that illustrated the dirty/clean side after using the product. I was going to contact P&G to show them how well the product worked on my garage floor. However, after completing all of the cleaning and the floor completely dried I knew there was a major problem. The Dawn product completely removed all of the epoxy coating on my garage floor and only left the remaining paint that was below. It did a consistent job of removing all of it; however, the flooring doesn't repel any of the tire marks or dirt like it had before. I am shocked because of several reasons.
  1. Dawn is a trusted brand
  2. The bottle clearly states it's safe
  3. The website shows it's safe
  4. I felt like I did my due diligence in making sure I wouldn't ruin anything
  Sadly, I am not in a financial situation to cover the expenses to repair the garage floor epoxy. I enquired on the phone with a few companies and they estimated it would be a couple thousand dollars to repair the floor. I have my receipt from Lowe's on 2/25/2024, if needed.
  I'm asking the P&G stand behind their name, brand, product, and labeling. I would be more than happy to work with anyone at P&G to resolve this issue and I'm disappointed it even happened.

  

  Business Response

  Date: 06/23/2024

  Thank you for reaching out and we're sorry to hear of your experience. We have provided your report and contact information to our Professionals Team as they are responsible for the product. We expect them to contact you directly regarding their process to file a claim.

  Kind regards. 

• Initial Complaint

  Date:06/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has a rebate promotion which I participated in. I submitted for a $15 prepaid card for spending $50 in PG items. I attached all documentation to the website. However I only recieved a $5 prepaid card in the mail. I called CS who informed me that they would review my case. Someone from their Rebate team reached out a few hours later stating that I only qualified for $46 in purchases which IS A LIE. All my receipts submitted prove it was a total purchase of $50. I attached them again by email amd even gave a breakdown of the subtotal of each reciept. Instead of doing their due diligence and reviewing the submission against what I sent, someone from their team decided to send a rude abd nasty email response. What kind of company does this? Granted idk what happened with the input of the info since their entire website has tons of issues even trying to submit information. And more importantly why would I willingly submit $46 in purchases knowing full well that I'm only going to receive $5 back ? It simply does not make sense. This company is horrible and not customer service friendly. And I am requesting that someone else reviews my submission again accurately so that I can be compensated what I deserve

  

  Business Response

  Date: 06/17/2024

  Thank you for contacting the Better Business Bureau (BBB) and P&G.
  

   

  We are very sorry to hear that you did not receive your full rebate. Although we do not handle these promotions directly, please look for an email from our team with further details about how we can assist.
  Again, we are sorry for your experience and appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 06/17/2024

  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,
  
  
  
  ******** *****
  

• Initial Complaint

  Date:06/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in regards to Pampers Swaddlers. We bought a box of size 5 Pampers swaddlers. The entire box so far of the diapers have been improperly manufactured with being faulty. Every diaper the gel beads or the insides of diapers have burst open and fully cover our babies private area. Which in turn has been so bad, he had reacted to it, and caused his private part to flare up, rash up, and caused persistent bleeding and pain. It's not just a small amount, every diaper its almost the entire inside of the diapers coming out. It has caused our 11 month old pain, discomfort, trauma and irritableness. Also causing us to waste money and lose trust in the company. We want to spread awareness to the public of how poorly the product is becoming and the possible issues that could be caused to babies in using these diapers.

  

  Business Response

  Date: 06/17/2024

  Thank you for reaching out to the Better Business Bureau
  regarding your experience and we hope this finds your son well. We want you all our families to feel confident
  when using Pampers, and we
  understand your concern and know this is the last thing you need when keeping
  up with your little one.
  
  It sounds like what you’re seeing is the gel that
  makes up the core of our diapers to absorb wetness and to help keep your baby
  dry. Occasionally you might see a few particles of gel, especially if the
  diaper is really full and a bigger size may soon be needed, but what you’re
  describing is not typical nor what we want from our diapers.  I also want to reassure you the gel is safe
  and has been used safely in our diapers for over decades. We partner with
  pediatricians, pediatric dermatologists, and safety experts to make sure all
  the materials we use in our diapers are safe for babies. Even if your little
  one swallowed the gel, it would pass safely so again, your report is not typical,
  and it is important that we know. 

  
  I captured the details
  you shared and will pass them onto to our Quality Control Team and our Health
  & Safety.  I’m also sending you a
  link via email to provide more details regarding your son’s experience. It
  would also be helpful for our teams if you would reply to this message with a
  photo of the box of diapers showing the exact version of Swaddlers and the
  count, as well as the production code from one of the diapers if still
  available, you’ll find this on the front
  of the diaper where the characters are.  If you look on your left-hand
  side at the very edge of the character strip, it is a string of numbers and
  letters printed in black. Please include a photo of the receipt or advise the price you paid for
  the box; we would be happy to consider a refund for the price. Also, please let
  us know if medical treatment was sought, we can include paperwork for you to
  fill out and provide any out-of-pocket medical expenses for our Medical
  Reimbursement Team to consider if we can assist. While not a guarantee of
  assistance with out-of-pocket medical bills related to this, it is a fair
  consideration.

  
  Finally, your complete mailing address was not provided with the BBB
  report, if you would include that as well, we would appreciate it. We look forward
  to hearing back from you. 

• Initial Complaint

  Date:06/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Urgent: Request for Reissue and Expedited Delivery of Rebate Prepaid Card
  
  Dear P&G Customer Service,
  
  I hope this message finds you well.
  
  I am writing to follow up on my P&G rebate application (Rebate Confirmation Number: ******************). Over a month ago, I received an email stating that my rebate had been processed and that the $15.00 prepaid card was on its way. However, I have not yet received the card.
  
  I have already reached out via email regarding this issue and was advised to contact USPS. Unfortunately, USPS cannot assist without a valid tracking number, and I have since moved from ***** **** ******* *** ***** ******* ** *****, to **** ****** **** *** ***** ******* ** *****.
  
  I have been going back and forth on this matter for over a week, and I find it distressing that such a small issue has become so complicated. While $15.00 may seem negligible, the principle of the matter is important to me. As a loyal customer, I believe I should not have to endure this level of inconvenience for a rebate that was rightfully earned.
  
  I kindly request that the old rebate be canceled and a new prepaid card be issued and expedited to my current address. This resolution would be greatly appreciated and would help restore my confidence in P&G's commitment to customer satisfaction.
  
  Thank you very much for your understanding and prompt attention to this matter. I look forward to your positive response.
  
  Sincerely,
  
  ****** ******** **

  

  Business Response

  Date: 06/11/2024

  Thanks for reaching out to the Better Business Bureau (BBB) and Procter & Gamble. We’re sorry to hear about your experience.

  
  While we don’t have access to the rebates here at consumer relations, we’d still love to assist you. Please keep an eye out for an email from us directly regarding your rebate.

  
  We appreciate the opportunity to address your concerns.

  
  

  Customer Answer

  Date: 06/12/2024

  The business agreed to re-mail the $15.00 prepaid card. Given the circumstances and the quick follow-up, I consider this matter closed. 

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #: ******
  IT-braun-********
  
  I ordered braun Silk·expert Pro 5 IPL during a promotion last year. have not used until last week. worked for couple of times then stopped working. i checked the original box it came with and noticed it had tapes placed on it to cover something which making me think it is a refurbished unit.
  
  contacted service center and they are asking me to send it for repair. i would like to request refund per your moneyback guarantee policy please.

  

  Business Response

  Date: 06/07/2024

  Thanks for reaching out to the Better Business Bureau (BBB) and Braun. We’re sorry to hear about your experience.
  
  Our products go through many quality checks to ensure they arrive and stay in the best possible condition. Thank you for taking the time to let us know about this. Due to the complexity of our IPL devices, they are replaced with brand new devices if it is found to have a manufacturing issue and within the warranty guidelines. We want to assure you, we do not sell or issue refurbished devices. Based on your purchase date of Oct 29th 2023, you are outside of our 100 day Money Back Guarantee, as such, we cannot offer a refund. 
  
  You can send your device into our service center for a free replacement, as you are covered under the one year warranty. To start this process, please visit: ****************. Once you finish the online check-in, you’ll receive a prepaid shipping label. When sending your IPL into our service center, please include a copy of your receipt, the device and all parts, and a sheet of paper with your contact information, and an explanation of the issue.
  
  We appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 06/07/2024

  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, reasons for rejection are included below.
  
  Item arrived in box with blake tape on it (see attached picture) this is definitely not the way you sell brand new products in such boxes
  
  
  Regards,
  
  
  
  ***** *******
  

  

  Business Response

  Date: 06/11/2024

  We're again sorry for your disappointment, if the box seemed unusual at the time of receipt, we would recommend reaching out to us at that time. We do not sell refurbished products, in fact, if the unit is found to be defective under the one-year warranty, it will be replaced by a new unit. Again, we encourage you to send your device into our service center for a free replacement, as you are covered under the one-year warranty. To start this process, please visit: ****************. Once you finish the online check-in, you’ll receive a prepaid shipping label. When sending your IPL into our service center, please include a copy of your receipt, the device and all parts, and a sheet of paper with your contact information, and an explanation of the issue.

  Kind regards.