Complaints
This profile includes complaints for The Procter & Gamble Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 388 total complaints in the last 3 years.
- 137 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/14/2023
Type: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.
Procter & Gamble ended paper reward coupons within the Pampers Club program. P&G did not advise of the discontinuation of paper coupons. I have reward dollars I am now unable to redeem as their electronic coupons are unusable at stores I shop at. Additionally, I have cases of diapers with rewards I have not yet uploaded to the Pampers Club app. I have been provided misinformation in email communications from the company (stating that paper coupons are not usable where I shop for diapers at **** Wholesale Club, when in fact they are usable there) and customer service has been unable to rectify the problem.
One of the reasons I had purchased Pampers brand was for their rewards program and have now been "blindsided" by their change in the program. I feel this is unethical and this change has also cost me money. Pampers never notified me of the upcoming change, else I would have redeemed all my points prior.
The only "resolution" customer service has provided was a promise to advise their "team" that I prefer paper coupons. This does not remediate the cost to me.
For reference, the email strong I have had with customer service is:
********************************* ********
Business Response
Date: 12/28/2023
Thank you for contacting the Better Business Bureau (BBB)
and Pampers.
We are very sorry to hear about your disappointment with
the Pampers Rewards Program. Please know that, your disappointment has been
shared with the rest of our Pampers team.
Although, your favorite retailer is not included in our
program, because we value you, as a consumer, we would be more than happy to
send some money, saving coupons for Pampers. Our understanding is that
historically, BJs does not accept manufacturers paper coupons, but we'll send
them with the hope you'll be able to use them there or at another retailer.
Thank you for your years of loyalty to Pampers. We
appreciate the opportunity to address your concerns.Initial Complaint
Date:12/14/2023
Type: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.
Tide auto-dose order ****** was never received. UPS tracking informs the carton was empty and empty carton was discarded. UPS said they would inform sender. We emailed P&G replenishment service 4 times and texted them 4 times with no response. I have no phone number to reach them. We would like a replacement or a refund.Business Response
Date: 12/21/2023
Thanks for reaching out to Tide and the Better Business
Bureau.
We're sorry to hear of this issue and we'd like to help, however the Tide Auto-Dose orders are
handled by the Tide Auto Dose Team. Since we don't have access to their
records, we have reached out to them for additional information. Please know,
with scheduled time off this holiday season, there may be a delay in the
response. In the meantime, if you were able to contact them directly to solve the issue, please let us know.
Again, we are sorry for your disappointment, and
appreciate the opportunity to address your concerns.Customer Answer
Date: 12/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
Regards,
***** *******Initial Complaint
Date:12/14/2023
Type: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 complaint is against the Pampers Club program.
Pampers Club is an incentive to loyal customers. After purchasing Pampers diapers, once you scan the code inside the box you will get $0.20-$0.50 on your Pampers club account.
In the past couple years, I bought hundreds boxes of diapers from Pampers and scanned every single code inside Pampers boxes. Slowly my account accumulated $96.70. I was about to redeem rewards cash for the holiday. Surprisingly, the only option available now is to use them as a $5 coupon toward diapers. This program used to have more options like bikes, toys, gift cards to redeem for. But everything is gone except diapers. My two kids are 6 years old and 4 years old and diapers are no longer needed in my family.
I contacted Pampers customer service and was told Pampers sent out notification before Mar 15th about the change of their program. I did not receive any email notification about their change so I requested Pampers to provide evidence that they did inform me before the change. However, Pampers was not able to provide any proof and ironically still urged me to redeem more diapers through their portal.
I would like to request Pampers to refund me the cash rewards.
Sincerely,Business Response
Date: 12/27/2023
Thank you for contacting the Better Business Bureau (BBB) and Pampers.
We are sorry to hear about your disappointment with the changes to our Pampers Rewards program. Please know, that your feedback has been shared with the rest of our Pampers team. As mentioned previously, we did send out a notification to all of our members, indicating these changes. We always recommend enabling notifications, so that, you can stay up-to-date. However, we understand and respect the choice of each consumer with regard to notifications. Additionally, the terms of the program specifically mention the possibility of revisions and specific notifications I've included that section of the terms below.
THE PROCTER & GAMBLE DISTRIBUTING LLC AND/OR ONE OF ITS AFFILIATES ("P&G") RESERVE THE RIGHT TO MODIFY OR TERMINATE THE LOYALTY PROGRAM AT ANY TIME AND IN ANY MANNER, IN WHOLE OR IN PART, AS OUTLINED BELOW, EVEN THOUGH SUCH CHANGES MAY AFFECT THE REDEMPTION VALUE OF PAMPERS CASH AND/OR PAMPERS CASH ALREADY ACCUMULATED OR THE AVAILABILITY OF REDEEMABLE MERCHANDISE. ANY CHANGES OR MODIFICATIONS WILL BE EFFECTIVE IMMEDIATELY UPON POSTING THE REVISIONS TO ****************!!NgSi4SaN6ydtRVQ-!2iA6Vmrru8BWj36Vrcn98VYLWWT5SropEspB1IlJbziRNxuC88iqxuQMQyPnHBGycZqfI3iiZZ2dM_3Tr2bunQ$ <****************!!NgSi4SaN6ydtRVQ-!2iA6Vmrru8BWj36Vrcn98VYLWWT5SropEspB1IlJbziRNxuC88iqxuQMQyPnHBGycZqfI3iiZZ2dM_3Tr2bunQ$ > AND YOU WAIVE ANY RIGHT YOU MAY HAVE TO RECEIVE SPECIFIC NOTICE OF SUCH CHANGES OR MODIFICATIONS..."
However, because we value you as both a Pampers and P&G consumer, please look for an email from our Pampers Team with details about how we can further assist. We appreciate your loyalty and the opportunity to address your concerns.Initial Complaint
Date:12/13/2023
Type: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: 12/13/2023
Ordered the wrong item (actually the wrong color for the item I wanted). I called within 5 minutes of placing the order, before the payment was processed, and have been told I cannot cancel the order, cannot change the order and that I must take delivery of the item.
I'm sorry, one should be able to cancel or modify within MINUTES of the order being placed, and now I'm forced to take delivery of an item I don't want, and I have to pay to return it?? That's ridiculous.Business Response
Date: 12/18/2023
Thank you for contacting the Better Business Bureau (BBB)
and Oral-B.
We are very sorry to hear that you are dissatisfied with
being unable to change your order, and appreciate you reaching out to us
directly on the 13th.. We’re dedicated to a speedy delivery, as such, we cannot
change or edit orders after they have been placed. Rest assured, we will share
your disappointment with the rest of our team.
Please know that, we do state that orders cannot be
cancelled and share the terms of our
Money Back Guarantee in our shop policy on our website. The terms stipulate
that the product has to be returned to a specific address and the refund will
be sent via a prepaid card, and the cost of shipping is covered by the
consumer. However, we’d still like to help. Please keep an eye out for an email
from us directly regarding shipping costs to return the unit.
Again, we are very sorry for your disappointment. We
appreciate the opportunity to address your concerns.Initial Complaint
Date:12/11/2023
Type: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 returned some items back to Oral-B and they have not yet refunded my money for over 3 months when they items have already been received by them already and I been contacting them weekly and they keep saying no as an answer and it's been frustrating.Business Response
Date: 12/13/2023
Thanks for reaching out to the Better Business Bureau (BBB) and Oral-B. We’re sorry to hear that you haven’t received your refund yet.
The Money Back Guarantee process can take 6-8 weeks from the date they receive your return to process your refund in the form of a prepaid debit card. You can check the status of your refund by email. Please send an email to our Money Back Guarantee team with Attn: Special Handling" in the subject line, and include a copy of your receipt and the tracking number to the following email: ************************** You can also call them directly at ***************
Again, we are sorry for your disappointment, and appreciate the opportunity to address your concerns.Customer Answer
Date: 12/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.The reason I am denying this because I returned my product back in October it's now near end of December way past the 5-8 weeks guaranteed they say in the response back. I am also frustrated they keep saying they can't my package every time I call about my refund and they never give me an exact date.
Regards,
***** *********
Business Response
Date: 12/28/2023
Thank your for writing back and we're sorry for your continued disappointment. Please know, the 6-8 weeks starts from the day the receive the mailing, dependent on when in October it was received and minus holidays, it is likely on it's way. Please reach out to the Promotions Team directly to confirm when the mailing was received You can reach them at ***************
Kind regards.
Initial Complaint
Date:12/10/2023
Type: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.
Pamper’s offers reward points for purchasing their product. However, upon attempting to redeem said rewards, it results in an error and won’t redeem. I first contacted their customer service team on November 18th and they blamed my phone, my internet, and my cell provider when the app is giving the error message. I’ve since reached out on separate occasions and have yet to received a resolution. At this time I’m lead to believe the rewards program offered by Pamper’s is a scam used to fool people into purchasing their product with no intention on rewarding the buyer.Business Response
Date: 12/28/2023
Thank you for reaching out and we're sorry to hear of your disappointing experience with the Pampers Rewards. We have reached out to the team which handles this promotion for more details and will be in touch when we know more. Please know, with the business holidays, the reply may be delayed.
We appreciate your patience.
Initial Complaint
Date:12/09/2023
Type: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.
There were pieces of sharp, hard cardboard and wood embedded in the 2 packs of Charmin toilet paper I purchased from ****** (see attached photo documentation). Since I opened them, the store is not accepting returns. I am requesting a full refund of these 2 Charmin toilet papers ($131.21), as these 2 packs of toilet paper are unsafe for use and a serious health hazard.Business Response
Date: 12/21/2023
Thanks for reaching out to the Better Business Bureau (BBB) and Charmin. Thank you for sharing the photos, and we’re sorry to see this.
Nothing is more important to us than the safety of our products and those who use them because safety is at the heart of all we do. We have many tests and checks in place to ensure every product arrives in perfect condition, and we're sorry to hear this situation occurred.
Please keep an eye out for an email from us directly regarding your refund.
Again, we are sorry for your disappointment, and appreciate the opportunity to address your concerns.Customer Answer
Date: 12/21/2023
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:12/09/2023
Type: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 bought an electric toothbrush via my dentist. The dental office gave me a $20 mail-in rebate form. I sent the form and supporting documents in. I still haven't received the $20 rebate. I want the rebate.Business Response
Date: 12/18/2023
We’re sorry to hear you haven’t received your Oral-B
rebate yet. While we do not work with the rebate team directly, we did reach
out to them to check the status of your rebate. We are seeing that you
postmarked the return on 11/08, and that our team has processed the rebate on
11/30. Please note this process can take up to 8 weeks to receive your rebate
refund from the time received. If you’d like to check the status of your rebate, you can call ***** ********.
Thanks for reaching out to the Better Business Bureau
(BBB) and Oral-B. Thank you for sharing the photos, and we’re sorry to see
this.Customer Answer
Date: 12/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. I received the rebate now. Thanks.
Regards,
******* *****Initial Complaint
Date:12/06/2023
Type: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.
My wife and I have been Crest toothpaste users for years. The most recent tubes we purchased both burst at the seams, spilling toothpaste all over our counters. We had to throw both tubes away.Business Response
Date: 12/12/2023
Thank you for contacting the Better Business Bureau (BBB)
and Crest.
We are very sorry to hear about the experience you had
with your Crest toothpaste. Please know that, our products go through many
quality checks and we try our very best to make sure that each one reaches you
in perfect condition. We're so sorry that wasn't the case with your recent
purchase. The information you've provided is quite helpful and we'll make sure
it's shared with our Quality Assurance Team.
Additionally, please look for an email from our Crest
team, with details about how we can further assist. We appreciate the
opportunity to address your concerns.Customer Answer
Date: 12/13/2023
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.* Has the company addressed
the issues of this dispute? - NO
* If not, why? – We have yet to hear from P&G regarding our issue
* If an offer of resolution
was made, has the company fulfilled the proposed offer? – No offer made
Regards,
**** ****
Business Response
Date: 12/28/2023
Thanks for writing back and we're sorry if you didn't receive the email we sent directly to [email protected] on 12.12.23 and the postal letter dated 12.7.23. If you could please reply to the BBB and advise if the email or postal mailing were received, we would appreciate it.
Kind regards.
Initial Complaint
Date:12/05/2023
Type: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 purchased Cascade Complete box of 48 action pacs at Superstore in Winnipeg on Oct 11/23. I was not out of my other Cascade and only opened the box today to find that several of the packets had split and the powder was all over the box. A significant amount of powder is at the bottom of the box and I do not wish to pull out other packets with my hands -these things are damaging to the skin. Estimated there are 10-12 packs damaged rendering the rest useless.
These have been stored sealed in a cold room until opening therefore storage conditions are not an issue.
The serial # on the box is ************** and code above the QR is ********Business Response
Date: 12/12/2023
Thank you for contacting the Better Business Bureau (BBB)
and Cascade. I have this in case *********
We are sorry to hear that about this experience with the
Cascade Complete Pacs. I understand how frustrating this is. Our products go
through many quality checks to ensure they arrive in the best condition. We
will be alerting our Quality Assurance team about this experience.
To prevent pacs/tablets from being damaged:
Ensure hands are dry when handling the product.
Keep counter tops dry where the product may come into
contact with it.
Store the product in a cool, dry place.
Keep bag or tub tightly closed between uses.
We do not recommend using any damaged pacs.
Please keep an eye out from us directly at
P&G/Cascade regarding compensation.
Again, we are sorry for your disappointment, and
appreciate the opportunity to address your concerns.
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