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.

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

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• 

  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:05/31/2024

  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.

  Date of purchase of Oral-B Glide Pro-Health Dental Floss, Deep Clean, Mint, 40m, Pack of 6 from ****** is 02-20-24, Delivered on 02-23-24. Purchase price is $26.46 plus tax of $1.25 = $27.71.
  Business commitment to me is the 60 day Satisfaction guarantee from Oral-B.
  
  I discovered that Oral-B Glide Pro-Health Dental Floss contains PFAS - toxic forever chemicals.
  The EPA banned PFAS in Drinking Water. The latest science is showing that there is no level of exposure to these contaminants without risk of health.
  Because this product is a danger to my health and the health of my family I decided that we could not use it without an unacceptable health risk.
  I discovered this after the ****** return period was over but within the 60 day Satisfaction guarantee from Oral-B.
  I followed instructions (recording played on the phone call) and paid for shipping back to Oral-B.
  I received the attached postcard rejecting my satisfaction guarantee claim.
  The reason given is “The UPC symbol or proof-of-purchase is not valid for this promotion.”
  This does not appear to be a valid reason for the rejection. They have the product and can see that it contains the 60 day Satisfaction guarantee. The UPC symbol is on the package. It could be that the UPC code does not appear on the ****** invoice, however my experience is that UPC codes are seldom on invoices.
  I think it’s fair to conclude that Oral-B has no intention of honoring the satisfaction guarantee.
  Also, would like to point out that I am now out $27.71 for the product, about $5 for the shipping and Oral-B has the unopened product that they can resell. I would also call that theft by deception.

  

  Business Response

  Date: 06/07/2024

  Thank you for contacting
  the Better Business Bureau (BBB) and Oral-B.
  
  Please know that, we have shared your concerns with the rest of our Oral-B
  team.
  
  At P&G, we do not
  use any of the controversial PFAS materials like PFOS or PFOA.  The PFAS
  we do use, PTFE, is used in some of our dental floss products because of its
  unique sliding performance and silkiness. As a matter of consumer choice, we
  also offer dental floss variants without PTFE. PTFE is SAFE. PTFE is a highly
  stable fluoropolymer that contains fluorine, however neither the fluorine nor
  the PTFE is bioavailable or bio-cumulative – it cannot cross the cell
  membranes. PTFE is also commonly used in everything from medical devices,
  clothing, and cookware.  An independent lab has tested our floss and we
  can confirm it does not contain harmful PFAS.
  
  Please look for an email
  from our Oral-B team with further information about how we can assist.
  
  We appreciate the
  opportunity to address your concerns.

• Initial Complaint

  Date:05/28/2024

  Type:Product 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 garbage company's Head and Shoulder's shampoo does not combat dandruff or scalp flakes! What a bunch of bull! False advertising!

  

  Business Response

  Date: 05/30/2024

  Thank you for contacting the
  Better Business Bureau to share your experience with Head & Shoulders. I'm
  sorry to hear that you haven't experienced the desired relief from flaking,
  itching, and dandruff. I understand how frustrating this can be, and I want to
  help resolve this issue for you. Please look for an email directly from us to the
  email address you provided.
  
  Dandruff and itching are
  typically caused by a specific microbe on the scalp. While everyone has this
  microbe, about half of us have a sensitivity to it, leading to irritation,
  flaking, and redness. To effectively control these symptoms, it's crucial to
  use Head & Shoulders a minimum of 2 days a week for at least 6 weeks. For
  optimal results, we recommend using it every time you shampoo, even every day! In
  addition, for long-term efficacy, we recommend using Head &
  Shoulders shampoo every time you wash your hair. It's important to continue
  using the product even after your symptoms have disappeared to ensure a
  dandruff and itch-free scalp.
  
  I assure you that your
  feedback is important to us, and I will report your experience to the Head
  & Shoulders and our Health & Safety Team. In the meantime, please keep
  the product for 2 weeks in case we need to request it back and please look for
  another email from us with a link to provide more information about your
  experience.
  
  
  Furthermore, I'd like to help you find the
  most suitable product for your specific needs. We have developed a diverse
  range of shampoos and conditioners that cater to various hair types and
  concerns. All our products contain ZPT, which helps keep your scalp 100%
  flake-free and in good condition when used regularly.  If you would please reply to this message advising
  which version of Head & Shoulders you are using and how often you use it
  and for how long, we would appreciate it.
  
  Also, below are some
  recommendations based on different hair types and concerns:
  If our other products do not work, when using them as directed, we recommend for more severe dandruff: For heavier flaking, Head & Shoulders Clinical Solutions provides a stronger solution to address severe dandruff concerns. If this product does not work, you may want to speak with your physician.
  Frizzy or dry hair: Head & Shoulders Smooth & Silky is designed to control frizz and provide soft, smooth hair with added moisturizers.
  Thinning hair: Head & Shoulders Full & Strong is formulated to keep your hair thick and healthy while nourishing your scalp.
  Damaged hair: Head & Shoulders Damage Rescue revitalizes your hair with three types of moisturizers, promoting healthier-looking hair.
  Dry scalp: Head & Shoulders Dry Scalp Care helps moisturize your scalp with the benefits of almond oil.
  Itchy scalp: Head & Shoulders Itchy Scalp Care contains cooling eucalyptus extract to soothe scalp itchiness.
  Sensitive scalp: Head & Shoulders Purely Gentle is gentle on your skin while effectively combating flakes with soothing aloe vera extract.
  
  Once again, I apologize
  for the inconvenience you've experienced. We genuinely care about your
  satisfaction, and we are committed to addressing your concerns.
  
  If you have any further questions
  or require additional assistance, please don't hesitate to reach out to us.

  Customer Answer

  Date: 06/01/2024

  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:05/28/2024

  Type:Product 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.

  I purchased the Oral-B IQ series 9 toothbrushes on June 14, 2022 with a 2-year warranty. Since then, I have received three refurbished replacements due to power issues. Unfortunately, the fourth toothbrush is also experiencing similar problems and requires replacement.
  I am reaching out to the Better Business Bureau for assistance in obtaining a new, non-refurbished toothbrush.

  

  Business Response

  Date: 06/03/2024

  Thanks for reaching out
  to the Better Business Bureau (BBB) and Oral-B. We’re sorry to hear about this
  experience with your toothbrushes.
  
  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. Oral-B
  devices that are sent to the service center are not refurbished. When a
  toothbrush is sent to the service center, the part that is broken is tested,
  and then replaced with a brand-new part. 
  
  We'd first like to give
  a few troubleshooting tips to see if you can solve the issue at home.
  
  Make sure that your toothbrush has been powered off before putting it on the charger
  Try to charge your toothbrush for a full 12-24 hours with the charging indicator light on – depending on model
  Ensure that you are not charging on or near a metal surface – this can interfere with the electromagnetic charger
  Try a different power outlet, including ensuring the outlet is not tied to a switch.
  If you have another charger in the household that fits your toothbrush handle, please use it to attempt to charge your toothbrush
  For Oral-B iO 7-10 brushes, make sure the charger is facing right side up with the raised circle in the center on top and writing on the bottom
  
  Please note the warranty
  for your toothbrush is two years from the date of purchase. While we don’t
  have access to the service center’s records, we’d like to reach out to them to
  gather some further information regarding the results of their testing. Once we
  receive a response, we will be in touch with further information. Finally, it is important to share we do not send refurbished
  handles or chargers stands, which send a new replacement for whichever piece
  may have an issue if an issue is found.
  
  We appreciate the
  opportunity to address your concerns.

  Customer Answer

  Date: 06/03/2024

  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 am experiencing an issue with my toothbrush. Despite being fully charged, it powers off unexpectedly during use. The two-year warranty period is nearing its end, and this will be the fourth toothbrush I have had to return for repairs.
  
  
  Regards,
  
  
  
  **** *****
  
  

  

  Business Response

  Date: 06/17/2024

  Thank you for reaching back out to the Better Business Bureau (BBB) and Oral-B.
  
  Again, we are very sorry for your experience. Please look for an email from our service team with updates on how we are going to assist. Our service team will also be sending two mailings. Please know that we do not repair brushes or send refurbished components. If the brush handle is not functioning properly, our service team sends a brand new replacement handle. The same  applies to a charger that is not functioning properly. We would then send back the original part that is functioning properly. If both components are not functioning properly, they would be replaced.
  
  We appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 06/18/2024

  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:05/27/2024

  Type:Product 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.

  Your Cascade free and clear dishwasher gel doesn't clean. It leaves food residue all over the dishes. UPC: ************. I tried to e-mail P&G through its website, but it wouldn't submit.

  

  Business Response

  Date: 05/28/2024

  Thanks for reaching out to Cascade and the Better Business Bureau.
  
  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. Our automatic dishwasher detergents are formulated to provide the best cleaning possible. However, we do know hard water and other factors may sometimes affect cleaning performance. Following are some helpful tips for best results from your dishwasher:
  
  Be sure your water is at least 120 degrees Fahrenheit/49 degrees Celsius.
  We recommend you run your kitchen tap before you start your dishwasher, so the water goes in HOT.  
  Run your dishwasher when there are no other water supplies running like the washing machine or the shower. This way you’ll have full water fill and pressure. 
  When loading the machine, be sure all items will get the full spray and that your spray arms aren’t blocked. 
  Use the Cascade product within a few months of buying it: keep only a maximum of 2 packages on hand at all time – one in use and one in storage.
  Store Cascade in a cool, dry place. Under the sink is handy, but it’s often too warm and humid, especially if it's near the dishwasher.
  
  We will be sending you an email in regards to compensation. Please keep an eye out for an email from us directly regarding this.
  
  We are sorry to hear about your experience and appreciate the opportunity to address your concerns.
  

  Customer Answer

  Date: 05/29/2024

  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.  The item was brand new and the temperature was hot.  What is the status of the $18.01 refund requested in the original complaint?

   

  Also, P&G should make all of its dishwashing pods without the plastic coating around them which go into the ***** *****.  I tried the gel this time to avoid that issue.  I'm not sure what product to try next.  Just make a sustainable dishwashing product.
  
  
  Regards,
  
  
  
  ******* ********
  
  

  Customer Answer

  Date: 06/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21765074, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  William Mcmullin

  Procter and Gamble said the $17 refund would be here in 7-10 business days. It’s been well over that timeframe. I e-mailed P&G but got no response.
  
  

  Customer Answer

  Date: 06/19/2024

  Never mind, I got the refund today. The complaint can stay closed.
  
  Thank you.
  

  
  

• Initial Complaint

  Date:05/21/2024

  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.

  Extremely dissatisfied ! Purchased 2 starter kits plus extra pads for myself and my dad's home . The handles on both swiffers cracked. The pads did not absorb .

  

  Business Response

  Date: 05/24/2024

  Thanks for reaching out to the Better Business Bureau (BBB) and Swiffer. We’re sorry to hear about this with the handles breaking and the pads not absorbing.
  
  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. Swiffer is designed not to leave a residue and should provide a great clean on virtually any floor in your home. For best results, make sure the product is suitable for your floor. Do not use Swiffer Wet cloths or the Swiffer WetJet on unfinished, oiled or waxed wooden floors, non-sealed tiles, or carpet. If it is suitable, for best results, sweep or vacuum your floor before using Swiffer Wet cloths or the Swiffer WetJet.
  
  Please look for an email from our Swiffer team with further details about how we can assist.
  
  We appreciate the opportunity to address your concerns.
  

• Initial Complaint

  Date:05/20/2024

  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.

  I am writing to file a formal complaint against Oral-B regarding defective toothbrushes and inadequate customer service. I purchased an Oral-B toothbrush set from ****** on March 20, 2023.
  Model Number: ****
  Serial Number 1: **********
  Serial Number 2: **********
  
  Shortly after purchase, both toothbrushes failed to hold a charge and became excessively hot to the touch during use. Despite following all troubleshooting steps, including updating the firmware, the problems persist. Given that this is my third replacement of this specific model, I am extremely concerned about the safety and reliability of these products.
  
  I have reached out to Oral-B support multiple times, but was unable to come to any satisfactory resolution. I have informed Oral-B customer support that this is the third time I have had to replace this specific model. The first two replacements were handled directly by ******, who implied there might be a recall due to the frequency of returns. I was directed to send the defective units to their Service Center for assessment, which involves a lengthy process, leaving me without a functioning toothbrush in the interim.
  
  The recurring issues and potential safety hazards indicate a manufacturer defect. I am aware of numerous other customers with similar problems with this model, suggesting a widespread issue that Oral-B has not addressed. Given these circumstances, I am requesting the BBB to intervene and assist in resolving this matter promptly.
  
  My desired resolution is as follows:
  - An immediate replacement of the defective toothbrushes with a newer, reliable model.
  - A formal acknowledgment from Oral-B regarding the recurring issues with this model.
  - Assurance that steps will be taken to prevent such defects in future products.
  
  I appreciate your attention to this matter and look forward to a swift resolution. I am prepared to escalate this complaint further if necessary, including considering legal action due to the potential safety risks involved.

  

  Business Response

  Date: 05/28/2024

  Thank you for contacting
  the Better Business Bureau (BBB) and Oral-B.
  
  We are very sorry to
  hear about your experience with your Oral-B toothbrush. We understand that
  being without your toothbrush can be inconvenient. Please look for an email
  from our Oral-B team with more details about how we can assist.
  
  Again, we our sorry to
  hear about your experience and appreciate the opportunity to address your
  concerns.

  Customer Answer

  Date: 05/30/2024

  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.

  Thank you for your response. I appreciate the offer to send a battery-powered toothbrush as a goodwill gesture. However, this does not address my primary concerns or resolve the ongoing issues I have experienced with the Oral-B toothbrushes.

  I am now on my third pair of this model, and I have consistently encountered the same defects, including failure to hold a charge and overheating. Given these recurring issues, it is evident that there is a significant manufacturer defect in this model. Sending the toothbrushes through the warranty process has proven to be a lengthy and inconvenient solution, leaving me without a functioning toothbrush in the interim.

  Considering the potential safety hazards and the inconvenience caused, I proposed the potential to replace the current twin set with an upgraded model that addresses these issues. If this is not possible, I am requesting a refund for the full purchase price ($299.99) of the devices. If Oral-B cannot guarantee a resolution to these persistent issues, a refund is the only acceptable solution.
  I hope for your understanding and a prompt resolution to this matter. Should this issue not be resolved satisfactorily, I am prepared to escalate my complaint further.
  
  
  Regards,
  
  
  
  *********** ******
  
  

  

  Business Response

  Date: 06/03/2024

  Thank you for reaching out to the BBB and we're sorry for your continued disappointment. In reviewing our records, it appears you previous reports were regarding a purchase from Amazon as opposed to ******, also the ****** receipt submitted does not appear to have a purchase date. As a onetime gesture of goodwill, we will refund the price paid after the discount and prior to tax of $169.99 via prepaid debit card once both brushes and all components are received back to us. Please send them to the address below, via trackable shipping as we're not responsible for items lost in the mail. You may include the receipt for the cost of shipping and as long as we receive all items, we'll issue a debit card.

  Alta P&G Team
  

  ATTN Mary B- 2nd Floor
  *** * ********** **
  ******* ** *****

  Kind regards. 

• Initial Complaint

  Date:05/18/2024

  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 4/3/2024 I purchased a line probiotic at a local retailer (*******). Aligned did nothing for my digestive or gut health and I’m looking for a full refund 29.98. I have been unable to reach anybody at PG (Parent of *****). Attached is a copy of my receipt. Thank you,

  

  Business Response

  Date: 05/20/2024

  Thanks for reaching out to the Better Business Bureau (BBB) and Align.
  
  We’re sorry that you feel like Align is not working for you. Align has been developed for healthy individuals looking to maintain their digestive balance, and everybody’s digestive system adjusts slightly differently. Most people begin to notice differences in their digestive health in the first few weeks. However, your body may be responding more slowly than this. If you are concerned because Align does not seem to be working, please consult your doctor.
  
  Please keep an eye out for an email from us directly regarding your refund.
  
  We appreciate the opportunity to address your concerns.
  

• Initial Complaint

  Date:05/16/2024

  Type:Delivery 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 3/22/2024, my husband placed an order for the Professional Clean Rechargeable Electric Toothbrush Twin Pack via the official Oral-B website. The total payment for the order amounted to $220.49. Despite the tracking information indicating that the package was delivered on 3/29/2024, neither my husband nor I received any delivery. Moreover, the delivery image provided did not match the surroundings of our residence, and our CCTV footage confirmed that no delivery was made to our address on 3/29.
  Subsequently, I contacted Oral-B customer service on three separate occasions to address this issue. Each time, I was assured that an investigation would be conducted, and I would receive an update within three business days. However, Oral-B failed to follow up within the promised timeframe, and I did not receive any communication regarding the status of the investigation or a resolution to the issue. During my last interaction with an Oral-B representative, I reiterated the circumstances of the undelivered package and expressed my disappointment with the lack of response from Oral-B's customer service team. Instead of addressing my concerns adequately, the representative abruptly closed the conversation without allowing me the opportunity to respond. It is evident that my husband and I did not receive the package dispatched by Oral-B. Despite providing evidence and raising valid concerns, Oral-B has failed to conduct a thorough investigation with the delivery company and has neglected to provide a satisfactory resolution to the issue. Therefore, I am filing this complaint with the Better Business Bureau to seek redress and accountability from Oral-B. I request a thorough investigation into the whereabouts of the undelivered package and a prompt update regarding the outcome of the inquiry. Furthermore, I urge Oral-B to reconsider their decision not to issue a refund or resend the package based on the lack of conclusive evidence supporting its delivery to our address.

  

  Business Response

  Date: 05/24/2024

  Thank you for contacting the Better Business Bureau regarding your Oral-B order and we're sorry for your disappointment. Based on the photos by the delivery company, it does appear the package was delivered. Please know, we understand your situation, but it is incumbent on the consumer to ensure the address provided for delivery is secure. We are unable to assist with a refund or replacement and would recommend you work with your local law enforcement or credit card company.

  Kind regards. 

  Customer Answer

  Date: 05/30/2024

  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.

   

  1. On the day the delivery was marked as delivered, both my husband and I were at home. Our front door has a surveillance system, and there is no evidence showing that any delivery personnel visited or delivered the package on that day. Additionally, no one rang our doorbell. We can provide video surveillance evidence to support this claim.
  
  2. Our neighborhood has many addresses with similar numbers, differing only by building number. This often results in misdelivered packages. Given this situation, why doesn't your company require signature confirmation upon delivery to reduce the likelihood of lost packages? It's irresponsible to place the burden on the consumer to prove non-receipt based solely on a delivery photo.
  
  3. We have already contacted our payment institution, but since this order was paid via ******, it doesn't offer the same dispute options as traditional banks. If you refuse to investigate the matter with the courier and default to assuming we received the package based solely on a delivery photo, thus denying a refund or replacement, we will no longer choose Oral-B or Procter & Gamble products in the future.
  
  Please address these concerns promptly.
  Regards,
  
  
  
  **** ****
  
  

  

  Business Response

  Date: 06/04/2024

  We’re sorry for your continued disappointment,  however our store is not set up to provide signature delivery. As per our Shop Policy, orders where online tracking shows delivered by the carrier but consumer claims non-receipt will be reviewed on a case by case basis. Package traces may be placed with the carrier and can take 8 business days or longer to provide proof of delivery. Orders where confirmation of delivery is provided by the carrier will not be replaced. Orders where confirmation of delivery cannot be provided by the carrier will result in replacement if the original item(s) are still available. As UPS provided an image of the order showing it was delivered, we are unable to assist further.  It is very important to review the terms prior to purchase in the event you are not aligned to the policies.

• Initial Complaint

  Date:05/14/2024

  Type:Delivery 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 made a purchase on $158.59 on May 11 and received notification my order was cancelled, without explanation, on May 13. I called customer service to inquire on May 14, 2024, at 9:36 am EST. The representative notified me that cancellation is automated and she had no way to see why my order was cancelled. When she mentioned not being in the US, issues with billing or shipping information, and credit issues as common reasons why orders are cancelled, I responded that I have <1% credit utilization on over $150K and have never had issues shopping online before. She was unable to offer any further information and refused to connect me to a supervisor to convey my concerns about how consumers can make purchases (versus feedback about my specific transaction). The representative kept telling me over and over that no one would be able to tell me about my transaction, which I fully understand. However, my actual concern was transparency for consumers in knowing who gets to make a purchase or not. As a consumer and veteran’s wife, I am concerned about transparency for individuals trying to choose where to make a purchase. Also, as a clinical language researcher, I am concerned about the language comprehension skills of the customer representative. She seemed to “get stuck” on the idea that I wanted specific details about my transaction, even though once I learned Braun offers no information about individual transactions, I was clearly asking about consumer information more broadly. Having poor comprehension skills also does not lend itself to customer solutions or send the signal that veteran families are welcome to purchase at Braun. I am thoroughly disappointed, have never had challenges buying online before, and would honestly just like be able to have the same fair access to purchasing at Braun like everyone else.

  

  Business Response

  Date: 05/15/2024

  We are very sorry to hear that your order was canceled. While we do not know the exact reason why the order was canceled, we’d like to share a few tips to help avoid any difficulties going forward. Please know the first reason below is often the issue, we would recommend trying to order again, using a different form of payment.
  
  Confirm billing information (i.e., name, address) matches exactly what your credit card company or bank has on file for your account.  If there are even small differences, this can cause order to be cancelled.
  
  
  
  Place order within the USA.  Orders placed outside of the country will be cancelled.
  

  Use accepted form of payment.  We accept ***** *********** ******** ******** ****** *** ***** ***.  
  If card has been reported stolen or missing in recent days, you'll want to contact your credit card company or bank to ensure the account is authorized to make purchases.
  

  Again, we are sorry for any inconvenience and appreciate the opportunity to address your concerns. 

  Customer Answer

  Date: 05/15/2024

  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 spoke about these exact reasons with the customer service representative on the phone and then placed separate orders on the same day with other vendors using the same exact information - with no issue whatsoever.
  
  
  Regards,
  
  
  
  ****** ********
  

  

  Business Response

  Date: 05/24/2024

  Thank you for contacting the Better Business Bureau and we're sorry for your disappointment. We did research further and confirmed that the order was denied, and we would not be able to reconsider the purchase.  We understand this may impact your decision to buy our products from other sites going forward and have shared this with the rest of our team.

  Kind regards. 

  Customer Answer

  Date: 05/30/2024

  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.

  This was a non-response to my concern. 
  
  
  Regards,
  
  
  
  ****** ********
  
  

  

  Business Response

  Date: 05/30/2024

  Thank you for reaching out and we're sorry we're unable to provide more information, be assured we have shared your disappointment with the rest of our team. We understand this may impact your decision to purchase our products going forward and again are sorry.

  We wish you the best. 

• Initial Complaint

  Date:05/11/2024

  Type:Product 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: Warranty Repair - Braun Epilator (****) - Malfunctioning IPL Attachment
  
  Dear Better Business Bureau,
  
  I am writing to file a complaint regarding a Braun epilator (Model ****) that is under warranty. Unfortunately, the larger IPL attachment on the device has malfunctioned and is no longer functioning properly. The smaller attachment, however, works without issue.
  
  I have attempted to contact Braun customer service to resolve this problem. However, due to the significant time difference between my location in Japan and the United States, reaching a representative has proven difficult. Additionally, the Braun customer service website does not allow me to input my APO address (APO AP) when submitting a service request.
  
  It's important to note that the epilator is a dual voltage device, so electrical compatibility is not the cause of the malfunction.
  
  As someone living abroad and supporting American interests, I find it challenging to navigate these limitations with Braun's customer service channels. My desired outcome is a simple one: to have the malfunctioning IPL attachment repaired or receive a replacement.
  
  I kindly request the Better Business Bureau's assistance in facilitating a resolution with Braun.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  *** **** ******

  

  Business Response

  Date: 05/26/2024

  
  Thank you for contacting the Better Business Bureau (BBB) and Braun.
  
  We are very sorry to hear about your experience. Although we cannot send a
  replacement part directly to you, we would encourage you to send the device to
  the service center nearest to where you are stationed. I’ve included their
  information below. Any parts that are not functioning properly will be
  replaced.
  
  Braun/Oral-B Service -
  West: Servicing these states: CA
  Address:
  ********** *********
  ***** ******* ****
  **** ******* ****
  ***** ***** ** *****
  
  Please make sure to include your APO address. Once the device has gone through
  the warranty process, the service center will ship the device back to
  that address.
  
  We appreciate your service and the opportunity to address your concerns

  Customer Answer

  Date: 05/31/2024

  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.

  Sending the item without a prepaid label seems unfair when the item is still under warranty.  Additionally, the business indicated that it would be mailed back to where I sent it.  In my case, this won't be possible because I am moving in the next month.  Because they do not provide an alternative location to mail the item nor a time frame, I regretfully cannot accept this response.  I understand I have extenuating circumstances but the item is still under warranty and this process does not fit my current situation.

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

  

  Business Response

  Date: 06/04/2024

  Thanks for reaching back out to the BBB and Braun.

  
  Please include your new address on the sheet of paper with your contact information, and the service center can mail it there. Otherwise, you can wait until you have moved before sending the device into our service center. Please also make sure to include a copy of your receipt, as this will let the service center know you are within warranty. In regards to the cost of shipping, please keep an eye out for an email from us directly regarding this.

  
  We appreciate your service and the opportunity to address your concerns
  

  
  

  Customer Answer

  Date: 06/05/2024

  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. 

  **** ******