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.
- 138 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:12/08/2022
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.
Olay is running a promotion "Receive $25 digital reward card when purchase $25 of Olay facial skin care products " I did and submitted as its instruction, then received the email of digital reward card but couldn't open it. Contacted Olay support many times but they just answer they would see but no further movement. I am curious it may be a deception as I saw lots of similar compliants cases about this promotion including some of my friends.
Business Response
Date: 12/14/2022
Thank you for reaching out to the Better Business Bureau regarding the rebate offered by Olay. We're sorry for your disappointing experience and are happy to look further into this. Since we do not handle promotions, we have reached out to our Promotions Team to find out more. Once we have additional information, we'll be in touch.
Kind regards.
Initial Complaint
Date:12/08/2022
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.
Olay launched a promotion program "You will receive $25 gift card when purchase $25 of Olay facial skin care products". Pls refer to https://www.olayholidaygiftrebate.com/. I bought and submitted the receipt as their instruction. Then I do get the email of $25 gift card. But it couldn't be openned. So I contacted Olay support more than 10 times but they always response "I am tagging your case for review and someone should be getting back to you in a business day or two." and some nonesenses. It is totally a deception to customers!Business Response
Date: 12/12/2022
Thank you for reaching out to the Better Business Bureau
regarding the Olay rebate. We’re sorry
to hear of your disappointment and are glad you reached out. While our team does not handle promotions, we
did reach out to the Promotions Team who shared the following. The rewards is unredeemed but available. While we can’t be certain, it appears the
reward partner may have accidently reset it, causing you to be unable to open
the reward. The following link should now
be working, please let us know if it does not.
*******************************************************************************************
Thank you for purchasing Olay and wish you the best.Initial Complaint
Date:12/06/2022
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.
Purchased an electric razor from Braun US, which is owned by Proctor & Gamble, on October 30, 2022 for $314.81 that arrived on November 2, 2022 so I've had it for a month. It's defective as it keeps powering off on its own mid-shave and when I called customer service to request a new replacement shaver I was told the only options are to go the route of the money back guarantee or send in the shaver for repair to have the circuit board replaced. Let me stress that again: a one-month old, $314 shaver they want sent in for repair. When I said no and that I wanted a new one I was told they would have to check to see if that's OK. They called me back to say no, they wouldn't do that. So when I then decided I would go the money back route I was told it would take 6-8 weeks before I would get a prepaid debit card and that it would minus the taxes I paid. Then they had the audacity to ask if I had all the original packaging, which of course I do not, and that they would then have to check to see if it's OK for me to send it back in a different box. This is the most ridiculous thing I've ever heard. This company is dreadfully bad and if this is what they call good customer service then I shudder at the thought of what would be considered bad customer service. At this point I am asking for a full (including taxes) and immediate refund (not waiting 6-8 weeks) and that they take back this overpriced piece of junk in any box I can find to return it in. By the way, I have since seen many reports of this same defect posted out on the internet so to make matters worse, they are well aware of this known quality defect.Business Response
Date: 12/09/2022
Thank you for contacting the Better Business Bureau (BBB) and Braun.
We are very sorry to hear about the issue you had with your Braun shaver. We will also be sharing your frustration with our warranty process with the rest of our Braun team. Although it is our policy to repair Braun shavers under warranty. Please look for an email from Braun regarding how we can assist further.
We appreciate the opportunity to address your concerns.Customer Answer
Date: 12/09/2022
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,
****** *****FYI
There is no response from the business attached here but they did respond to me separately via email (see below). Assuming they are honoring this agreement below (not sure why it wasn't explicitly attached in the complaint here, which admittedly gives me pause and reservations), then yes I accept their resolution. Thanks.
EMAIL FROM BUSINESS SENT DIRECTLY TO [email protected]:
--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Hi Daniel,
Thank you for contacting the Better Business Bureau (BBB) and Braun.
We are very sorry to hear about the experience you had with your Braun shaver We will also be sharing your frustration with our warranty process with the rest of our Braun team. Although it is our policy to repair Braun shavers under warranty, because we value you as a consumer, we will make a one-time exception. Please send your shaver to the address below and include a receipt for cost of shipping. We ask that you send the shaver trackable and insured. Once the shaver has been received, we will issue a prepaid card for the amount of the shaver plus tax and shipping.
Alta P&G Team
ATTN Mary B- 2nd Floor
120 N Commerical St
Neenah, WI 54956
Again, we are very sorry for your experience and appreciate the opportunity to address your concerns.
Evan
Braun Team
Need to get back in touch? Please do not change the subject line, just hit reply.This makes sure we receive your message.
ref:_00D80PUz7._5004U12VF14:ref
20312251--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
****** *****
Initial Complaint
Date:12/05/2022
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 recently purchased two Gilette Venus electric shavers (Gentle Skin Trimmer Plus), from Procter & Gamble. It is probably the worst product I have ever purchased. It literally grabs your skin and cuts it to the point where you start bleeding. It is an utterly horrible design, like a torture machine. I cannot use it without bleeding profusely. It's shocking how awful this product is. I would like the company to refund me the money and take this horrid product back!Business Response
Date: 12/08/2022
Thank you for contacting Better Business Bureau (BBB) and Gillette Venus.
Please keep an eye out for an email from us directly regarding your Gillette Venus purchase.
Again, we are very sorry to hear about your experience and appreciate the opportunity to address your concerns.Initial Complaint
Date:12/02/2022
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.
Hi. I just received my rejection email for my purchase of $25.00 worth of Olay products. The email says my a bunch of nonsense reasons my rebate could be rejected - BUT FAILS TO SPECIIFY WHAT IS ACTUALLY WRONG!!! I am not going back and forth for weeks on end being rejected and NEVER BEING TOLD SPECIFICALLY IS WRONG -- untill I can't return them after you screw me over. This is so ridiculous I can believe it has to be said. Here are the sceenshots of my online purchase receipts from Walgreens. Either tell me what is exactly wrong with my order or just say you are not going to honor your word. Truly, exhausting.Business Response
Date: 12/08/2022
Thank you for reaching out to the Better Business Bureau (BBB) regarding your Olay Rebate submission. We're sorry to hear of the disappointment and will report this. As background, our team doesn't handle the rebates, but we have reached out to the Promotions Team to have you report researched. As soon, as we have more information, we'll be in touch.
We appreciate your patience.
Customer Answer
Date: 12/19/2022
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.
Regards,
****** ****Hi. I don't understand why you closed this case. In their response to you, the company told me to give them time to fix it. They haven't fixed it. This is not resolved. Please, make sure this remains open.
ID # ********- The Procter & Gamble Company
Sincerely,
****** ****
**** ***** ****
******* ***** ******** *****
###-###-####
Business Response
Date: 12/21/2022
Thank you for reaching out to the BBB. We heard back from our Promotions Team
regarding the Olay Rebate, and they advise, the receipt doesn't have the
purchase date on it, therefore they couldn’t validate if it was purchased
within the purchase window. If you can please send the updated receipt to the
BBB or simply email the updated receipt with date of purchase with your information
to email [email protected] they can get it updated. Please know, you won't be able to register and upload again on
the site as it is one per IP address, so
please be sure to send it via one of the two ways mentioned above.
Kind regards.Customer Answer
Date: 12/21/2022
Hi. I submitted as many screenshots as allowed. I hope you have informed the company handling your rebates to include the reason your customer’s rebates are being rejected. This complaint wouldn’t have been necessary, if they provided the necessary information in their rejection email. Please, ask someone to send me a confirmation email that my rebate has been approved.
Regards,
****** ****
Customer Answer
Date: 01/05/2023
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.
Regards,
****** ****1/5/23
Will you, please, let me know if I need to file another complaint against Proctor & Gamble? They have not contacted me.
Thank you,
****** **Customer Answer
Date: 01/09/2023
Hi, ****. The business has sent me the $25.00 gift card. I want to thank you very much for your time and help. I really appreciate it. Hope you have a nice day!
Sincerely,
****** **Initial Complaint
Date:11/30/2022
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 need a refund refund for my Olay product. I have called Olay three times and get hung up on .the product I bought is to help with saggy eyes , but is making my eyes swellBusiness Response
Date: 12/08/2022
Thank you for reaching out
to the Better Business Bureau (BBB) regarding you use of one of our Olay
products. We’re very sorry to hear about
your experience with the product and when you contacted us, be assured we will
include that information in our report.
Please know, safety is our
top priority, and all our products are thoroughly evaluated to be safe when
used as directed. But we can imagine how upsetting something like this can be,
so rest assured I will be sharing the details you provided with the rest of my
team, including the additional information we need. We understand some
consumers may have unique sensitivities to ingredients used in everyday
products. Identifying the reasons for your sensitivity to a consumer product
ingredient can be difficult, so if needed, we suggest working with a medical
professional regarding any medical concerns. Also, please be sure to also keep the product in the event our Health and
Safety Team would like it back.
Thank you for including a
copy of the receipt, we would be happy to issue a refund for the price, minus
the coupon savings and excluding tax since we do not collect that. Please look
for a prepaid debit card in the amount of $34, to arrive via postal mail in the next 7-10
business days, although note, with the holidays, it could take a bit longer. It
would also be helpful if you could reply to the BBB with the exact name of the
version you used or a photo and include the production/lot code which is likely
either engraved or ink stamped on the jar and usually starts with an L or LOT.
Again, we’re sorry you won’t
be able to use the product and for the experience when you contacted us, we
truly appreciate you letting us know.
Kind regards.Customer Answer
Date: 12/09/2022
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 my entire amount of money back. No one called me .what address did you send it to
Regards,
******** *******
Business Response
Date: 12/16/2022
Thanks for reaching out again and we're sorry
for your continued disappointment. The debit card refund was sent to the
address you provided to the Better Business Bureau. The amount refunded
was the amount paid to our company for the purchase of the product, please
clarify what additional amount are you requesting?
Since our last response, we did a 30-day check
of our Olay phone system for a call from the number you provided to the BBB, while
we were unable to find calls Olay, we did find the call to our corporate line. We’re again sorry for the disappointing experience
and would be happy to have a manager call you back, but unfortunately could not
find the calls you referenced. Please provide some good days Monday-Thursday and
times between 9am EST and 6pm EST next week for our team to reach out.Kind regards.
Customer Answer
Date: 12/19/2022
Better Business Bureau:
I have not received anything in the mail from you. I as well am requesting my taxes back
******** *******Initial Complaint
Date:11/29/2022
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.
Good afternoon,
My Oral B toothbrush stopped working, and I am not sure if it's the brush itself that stop functioning or the charger. The thing is that I have not had the item that long and it seems like a common issue with this model, etc. This was your pricier model too. Please assist. Thanks!
Best,Business Response
Date: 11/30/2022
Thanks for contacting the Better Business Bureau (BBB) and P&G. We’re so sorry to learn your Oral B brush stopped working and appreciate the time you’ve taken to let us know about it. It does look as if you’ve reported the same experience last year to the Better Business Bureau as well. As a Company, we're dedicated to making products that improve the lives of our consumers who use them, and the safe and effective use of our products is our priority. Please know that your report has been shared with our Quality Team, as well as the rest of our P&G Team.
If you have your receipt and purchased the toothbrush within the last two years, we recommend using the Online Repair Service on our website. You'll receive a prepaid mailing label which covers the shipping cost, and you'll also get a tracking number which allows you to track the progress of your request online. Here's how to use this service:
1.Go to www.service.braun.com
2.Select your region, country and language.
3.Click on the "Online Check. We are here to help you." area.
4.Click "Next".
Select your product category (e.g., Male Grooming, Oral Care Oral-B) and then follow the instructions.
The Service Center does not open the toothbrush, charger, **********, etc. Each component (handle/charger) is tested and the faulty component is replaced. The Service Center will send back the new component along with the remaining non-defective component(s). If no defect is found, all original components are returned with a note stating the product works within manufacturer's specifications.
Alternatively, you could send in the toothbrush for the Money Back Guarantee if it is within the 60-day window from when it was purchased. If you’d like to go this route, please return your product along with your name, address, contact phone number and the original cash register receipt, indicating purchase price and the date, to the address provided, to receive a prepaid card in the amount of your purchase.
U.S.
Oral-B 60 Day Satisfaction Guarantee
Impact Fulfillment Services
1559 Faucette Road
Burlington, NC
27215
Again, we’re sorry you were unhappy, and we regret any inconvenience. We value your loyalty to P&G products and programs and welcome the opportunity to address your concerns.Customer Answer
Date: 12/04/2022
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.
Regards,
****** *****Initial Complaint
Date:11/14/2022
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 placed an order on 11/13 on ******* to buy two Olay skincare products worths $47.98. Olay claims that there is a holiday giftcard rebate of "Buy $25 Olay skincare and receive a $25 gift card" as shown in this website https://www.*********************.com/. I uploaded my receipt and my receipt was approved. Then I received an email asks me to enter a code on a website and choose the reward card I want, a $25 ******* gift card, then it says I would receive an email from [email protected] to receive my gift card. However, I never received any further email and I checked all folders of my email. I tried to contact the support and asked them to resend me the link if the email was lost because of technical issues. They never addressed me my problem and replied me with generic response that the email was sent. My account on ********************* is ********************* and I would like to receive the rebate gift card.Business Response
Date: 11/18/2022
Thank you for your loyalty to Olay and for reaching out to
the Better Business Bureau regarding your rebate submission. We’re so sorry to hear of this and glad you
let us know. While we do not handle promotions,
we did reach out to the Promotions Team, and they confirmed the $25 *******
award was sent 11.16.22 and should be in your inbox.Thank you again for reaching out and please let us know if you have any additional questions or concerns.
Customer Answer
Date: 11/19/2022
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:11/09/2022
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.
July 22nd of this year I placed an order on the Crest website for a teeth whitening kit that cost $48. A return was arranged and I was sent a packet with a return label. I included everything that was asked for. Such as my information, my order information, the product and the packaging/barcode label.
I kept being told to wait 6-8 weeks. They finally give me a number to call. ###-###-#### However, they can't help me either. They said that they "don't know" because they don't send out packets. The next person gave me another number ###-###-#### and they basically said the same thing but they were aware of the packets. Each department insisted the other handled it. Then 'Crystal' got a rude tone with me even though the number she gave to me directed me right back to her. After being connected to her a few times since none of them could figure it out of course. I got really angry and told them to keep my money which I didn't mean. I sent the product back. I don't have the tracking information either they sent it to me in the mail and I mailed it back.Business Response
Date: 11/15/2022
Thanks for reaching out to Crest and the Better Business Bureau. We’re sorry to hear about your experience with returning your product.
Please keep an eye out for an email from us directly regarding your refund.
We thank you again for reaching out to Crest and the Better Business Bureau.Initial Complaint
Date:11/08/2022
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.
~The date of my transaction was 08/08/2022.
~This is regarding Oral B's Money Back Guarantee for Glide Dental Picks.
~I filed for the Money Back Guarantee that was listed on the back of package for Glide Dental Picks due to the fact that the floss breaks so easily. I believe that these picks were poorly designed and/or defective as it took me 3 picks to completely floss my teeth one time because they kept breaking. I have used competitor's picks without the breakage issue.
~I followed the instructions explicitly to file for the satisfaction money back guarantee but received a postcard denying my claim and indicating the following: "The UPC symbol or proof of purchase is not valid for this promotion."
~Both the original UPC (taken off of the package) and the original receipt from ******* were included.
~I also have a copy of the postmarked envelope which indicates that it was mailed within the 60 day time frame.
~Below please find copies of all of the documentation.
The extremely frustrating part is that despite trying multiple phone numbers, there is no way to reach a live person for your consumers to seek help with such an issue. I resorted to calling the dental provider line to see if they could help but was offered no assistance.
It's concerning that the company offers a money back guarantee on the back of their package, all instructions are followed and required documentation is submitted, but it can be denied without any recourse for the consumer.Business Response
Date: 11/09/2022
Thank you for reaching out to the Better Business Bureau (BBB) and Oral-B.
We are sorry to hear that you did not receive your Money Back Guarantee. Although we do not handle the Money Back Guarantee directly, we did reach out to our promotions team. Please look for an email from Oral-B in your inbox. It will have details on how we are able to assist further.
We appreciate the opportunity to address your concerns.Customer Answer
Date: 11/17/2022
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.
Regards,
****** ********I have received message from several departments at Procter & Gamble....but no refund has been received to date. Please update. Thank you.
Business Response
Date: 11/29/2022
Thank you for contacting the Better Business Bureau (BBB) and Oral-B. We are very sorry to hear you had not received the card when you recently contacted the BBB. Although we do not issue these cards directly, we reached out to the financial institution that we work with. They let us know that, the debit card was used in full. So, we are happy that the card appears to have reached you in the meantime.
Again, we are very sorry this experience and appreciate the opportunity to address your concerns.
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