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:05/07/2025
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.
Horrible customer service via live chat! They respond slow on purpose and don't want to admit they sell defective toothbrush heads on ****! They also give fake promo offers when you buy an item and register the product after creating an account! Disgusting company!
Business Response
Date: 05/14/2025
Thank you for reaching out this time regarding Oral-B. We're sorry to hear of the difficulty you had with Oral-B brush heads purchased via ****. Please know, P&G/Oral-B does not sell products directly on **** and we do not honor purchases made through private individuals on ****. It is important to share that we encourage you to buy from legitimate retailers and if a price seems too good to be true, we would not recommend purchasing it.
If you would like to return the brush heads and the receipt from the **** retailer to the address below, we'll be happy to determine if they are authentic product. If so and they were not purchases through a private individual, we would be happy to help with their replacement. If they are not authentic Oral-B products, we will not be able to assist. Please send the brush heads via trackable shipping and retain your tracking number as we are not responsible for items lost/damaged in the mail. Alta P&G Team
**** **** ** *** *****
*** * ********** **
******* ** *****Finally, it is important to share we take the treatment of our team members seriously. In the chat on 5/2/25 you typed the following "You take too long to respond you f*****g slow a*s retarded piece of s**t! F**k you! Go kill yourself, b***h!" While we are sorry for the delay in the response, we will not tolerate this type of language or treatment of our advisors. We ask that you refrain from this in the future.
We'll be looking for your mailing, but respect it is your option to return the heads for consideration.
Customer Answer
Date: 05/16/2025
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.Are you going to return the brush heads whether they are authentic or not? And your associate was typing too slow on purpose and not answering my question so you can forget the excuses with that.
Regards,
****** *******
Business Response
Date: 06/02/2025
Thank you for responding. Please know, if the product if not legitimate Oral-B p[roduct, we would not assist with replacement or returning the product as they are not our responsibility. If you have the option to return them via the person you purchased through, you may want to consider that.
Kind regards.
Customer Answer
Date: 06/02/2025
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.Here we go with "not my responsibility"! You let these companies like **** sell fraudulent products! You give a response like that again, I'll contact you myself on the live chat again and lets see what happens!
Regards,
****** *******
Business Response
Date: 06/11/2025
Thank you for writing again. Like you, we are disappointed that items can be sold that are not legitimate but this is beyond our control. We do not own or control **** or other retail sites.
We wish you the best.
Customer Answer
Date: 06/12/2025
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.First of all, don't give me the fake "we wish you the best" baloney if you're not going to sign your name at the end of your message like a coward! When I created an account with oral b, i was promised coupons for online orders and I never got it! It's not about controlling ****, you do nothing to combat it, you fool!
Regards,
****** *******
Initial Complaint
Date:05/05/2025
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.
Proctor & Gamble began a rebate program for purchases from 3-30-25 to 6-15-25 several weeks ago. The submission form has the submitter enter the UPC code for the items purchased. Once entered a drop down list appears of PG products. The items purchased did not show up in the list. I purchased the products 4-4-25 and contacted PG rebate help line about the problem 4-7-25. The help line staff took the UPC codes and indicated the items were eligible for the rebate and they would be added to the drop down list. As of 5-5-25 the UPC codes had not been added to the list. I contacted the help desk again and received the same story that the codes are being added. I don’t think the company plans to correct the issue to reduce possible rebate claims.Business Response
Date: 05/12/2025
Thank you for contacting the Better Business Bureau (BBB) and P&G.
We are very sorry to hear that you did not receive your rebate. Although we do not handle promotions directly, we would be happy to assist. Please look for an email from our P&G team with more information about how we can help.
Again, we are very sorry for your experience and appreciate the opportunity to address your concerns.Initial Complaint
Date:05/02/2025
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 have a registered Proctor and Gamble direct coupon account for P&G product coupons, for well over 1 year now. EVERY time, I've tried to use either printed or mobile coupons they ARE ALWAYS REJECTED. This has happened and has continued to happen at multiple retailers including *******, ******, ****** *******, etc..... I contact the company, always receive the same answer " We can't gaurentee that a retailer will accept our coupons" or " All retailers have the Right to Reject our coupons" Today, I reached out to Proctor and Gamble again on the website and asked for a list of retailers that will accept their legitimate manufacture coupons? As , I am on SSDI only, every penny counts, I really need to be able to save money each month, but can't find ANY retailer that will accept them in any form?? Their response was " We are sorry, we can't help it if retailers reject our coupons, it is their right to do so" and deny my request for a list of accepting retailers? In this day and time, with our economy, inflation, I am struggling to afford my medication, food, gas to get to/from appointments, surgeries, specialists, pharmacy trips, out of pocket medical care costs and products for simple daily living, coupons would greatly help me out. I've been a Critical Care RN for 20 years, unfortunately I became a victim of a surgeon's malpractice during a required, but routine outpatient Minimally Invasive SI fusion. I woke to a shattered pelvis, cracked femur and unable to walk. I have since had to undergo multiple corrective surgeries including a 7 hour long total pelvic reconstruction. I've dedicated my life to care for others, their families and save lives. I am fighting so hard to get back to that. For now I am left struggling every month and think it's disgraceful that Retailers refuse legitimate coupons and Proctor& Gamble provide no help to customers when contacted for help. This is a widespread issue and needs to be addressed please?Business Response
Date: 05/13/2025
Thank you for reaching out to the Better Business Bureau (BBB) and Procter & Gamble. We’re sorry to hear about your experience, and would be happy to assist.
While our coupons are intended to be redeemed at stores that carry P&G products, we can’t force stores to accept them. If you're having trouble using one of our coupons, you might want to check with store management about their coupon policy or try another location or retailer.
Since we value you, please keep an eye out for an email from us directly regarding compensation.Again, we are sorry for your experience and appreciate the opportunity to address your concerns.
Initial Complaint
Date:05/01/2025
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.
In March of 2025, I participated in Procter & Gamble's "Charmin Roll Fit" Money Back Guarantee Offer. *(I have enclosed a copy of my original submission)*
In early April of 2025, I received a post card in the mail dated 3/23/25 stating that my request could not be processed as the UPC code I sent in was invalid for this promotion. Additionally, I was informed that I could send in the correct valid UPC code within the next three weeks and fulfillment could be completed.
After receiving that post card; I responded immediately, indicating that I was not able to re-send a "valid" UPC because the original offer I had participated in required me to send in the actual UPC code from the package. I also maintained that I had indeed sent in a "Valid" UPC code for the offer. As proof, I provided (2) photos - the front and back of the product I purchased. The Front of package picture shows Charmin Ultra Stong - a picture that identically matches the picture on the offer form. The second photo was of the back of the package, of course missing the UPC code, since I cut that out and sent in with my original submission; but the photo did clearly show a banner, part of the package's advertising: "Roll Fit Guarantee" offer. These photos together prove that I submitted a "valid" UPC for the offer in question. Both the front and back of the package shows that I purchased a correct product and the back of package shows this product was eligible for the offer and thus the original UPC code I sent in was valid. *(I have enclosed those photos )*
Today, I received another postcard indicating that fulfillment of my offer could not be completed, again, because I did not submit a valid UPC. It sounds like they did read my previous response or take it seriously - a response I know they received because it generated this new postcard I received today! I feel Procter & Gamble just does not want to honor this MBG offer, which I find very unusual and uncharacteristic of this company!Business Response
Date: 05/02/2025
Thank you for contacting the Better Business Bureau (BBB) and Charmin.
We are very sorry to hear about both your experience with our product and that you did not receive your refund. Although we do not handle promotions directly, we would be happy to assist. Please look for an email from our Charmin team with further details about how we can help.
Again, we are sorry for your experience and appreciate the opportunity to address your concerns.Customer Answer
Date: 05/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have sent me a separate email offering me a resolution by offering me a prepaid debit card in the amount of $22.99 and that I should expect that card via the us mail within approximately (3) weeks. This resolution is satisfactory to me as it is exactly what I had expected when I participated in the Charmin MBG offer. One suggestion might be that Procter & Gamble Distributing LLC communicate their chosen fulfillment partner's in *********; they are always difficult to work with from a consumer's standpoint a no matter how much physical proof you provide to the fulfillment center that you have participated correctly in a promotion (Not just those of P & G's) they will give the consumer the run-around and deny and deny, until the consumer has become so frustrated; they just give up. I can tell you that not every consumer is trying to "cheat", at least not intentionally, and to be treated as such by these fulfillment centers are most definitely not building or securing brand loyalty for the companies that contact with them!
Regards,
******* *******Initial Complaint
Date:05/01/2025
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 have used GLIDE floss for many years as recommended by my dentist. Recently I opened and started using a package and it quickly became clear the floss has been reformulated. It stretches, shreds, and breaks easily. Little strands peel off , sometimes sticking in my teeth. It takes two to three pieces of floss to do all my teeth. All of this is under performing the previous formulation of your GLIDE. I am forced to try other brands that will work better with my teeth.
Unhappy customer.Business Response
Date: 05/01/2025
Thank you for reaching out to the Better Business Bureau (BBB) and Oral-B Glide. We’re sorry to hear about your experience, and would be happy to assist.
Our floss 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. Thank you for taking the time to let us know.
Since we value you, please keep an eye out for an email from us directly regarding compensation.
Again, we are sorry for your experience and appreciate the opportunity to address your concerns.
Customer Answer
Date: 05/01/2025
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:04/29/2025
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 am writing to formally file a complaint against Spruce, the manufacturer of Spruce Weed and Grass Killer (a P&G Company), regarding their satisfaction guarantee and refund policy. The company prominently advertised a "Satisfaction Guaranteed or Your Money Back" offer, which influenced my decision to purchase their product. However, my experience with their refund process has been frustrating and seemingly unfair.
On March 3/3/2025, I purchase the Spruce Weed Killer from ******* (receipt attached) for $39.97.
Upon realizing that the product did not perform as advertised, I followed the required procedure to request a refund about 1 week later and well within the 30-days required by the company. Despite submitting all necessary documentation, Spruce initially denied my request on the grounds that I was not of legal age in my state—an irrelevant and misleading claim. I accidentally wrote down 12/27 as by month and year of birth thinking they were asking for month and day. Even so, someone born in 1927 would certainly be of legal age in every state in the country! After contesting this, the company shifted their reasoning, now stating that the UPC symbol or proof of purchase provided does not qualify for the promotion. This contradicts the in-store signage, which clearly indicated that the product was covered under the satisfaction guarantee. In addition, the rebate form, also attached, does not mention any thing about which products are included or not. This seems very deceptive.
I request the BBB help in addressing:
1. Enforcement of Spruce’s advertised refund policy.
2. Clarification on their refund denial and accountability for misleading consumers.
3. A refund for the purchase price of the product.
I have attached supporting documentation I appreciate your attention to this matter and hope to reach a fair resolution.Business Response
Date: 05/07/2025
Thank you for contacting the Better Business Bureau (BBB) and Spruce.
We are very sorry to hear about your dissatisfaction with the product and the difficulty you are having with our Money Back Guarantee. Although we do not handle promotions directly, we are happy to assist.
Please look for an email from our Spruce team with further details about how we can assist.
Again, we are sorry for your experience and appreciate the opportunity to address your concerns.Customer Answer
Date: 05/09/2025
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.Thank you BBB
Regards,
*** *****
Initial Complaint
Date:04/28/2025
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 overnighted this product being that I needed to use it for the morning. I opened my ****** package grabbed the first box thinking that there would be additional boxes because the box I grabbed was only 28 tampons. After my shower obviously I needed to use one of the products just to go back to the ****** bag and find no other boxes of tampons so instead of receiving 84 I received 28 and paid a dollar a tampon basically. Just to call customer support for them to tell me not always at their fault because they did not send the appropriate packages, but they also thought that I was gonna pay for shipping because of their mess up? Not happening. I’m a single mother struggling as it is and I don’t have a penny to play with. This is pathetic and unacceptable.
On top of all of that, I don’t even think the product is legit because previous 10 packs that I buy in stores packages don’t look like this.Business Response
Date: 04/28/2025
Thank you for your loyalty to Always and we're sorry to hear of the issue you had with your ****** order. Since we do not have access to your ****** account or orders, we do recommend you work with ****** directly regarding the missing boxes. Unfortunately, we do not have direct t consumer sales so are unable to assist with an order issue.
We wish you the best.
Initial Complaint
Date:04/27/2025
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.
Please help me get my credit refurbished or refunded from this Procter & Gamble company. I purchased a product that was defective. They promised me a refund. I'm a senior they sent me something funky into my email that I cannot use nor do I understand. The money has been sitting there because when I go to use it nobody can charge these alleged e-gift cards. I don't understand. Just have them send me a check or some kind of plastic gift card that they spoke about on the phone when I called. Please note nobody could find my case with them but yet I'm sitting here with an e-gift card I cannot use. Please send this to someone higher up in the company because I've been calling and dealing with rude customer service agents for several weeks now. The one gift card was for myself for defective product and the other was for my disabled daughter with the same issue. Procter and Gamble sent us both these eCards to solve the problem. They have been unable to be used for both of us. Please have the company refresh the cards or send the gift card to my new address where we live now. Thank youBusiness Response
Date: 05/01/2025
Thank you for reaching out the Better Business Bureau and our team about Mr. Clean. We did issue a refund via prepaid debit card in October of 2024, with your recent report to the BBB, we contact the bank and they confirmed the $42 on the debit card were used in full. If you, or someone in your household, were not the ones to use the card, please call the bank directly at ###-###-#### to file a fraud report.Kind regards.
Customer Answer
Date: 05/02/2025
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.Number one. This is not true. I spoke to the bank. One card was used for $42 and the other card has a $30 balance that is unusable. The card does not work the card does not work and the card does not work again. Procter and Gamble has dropped the ball here and their response response to one card not the other. The other is my daughter's who is disabled that lives in the same home as me who had the same problem with the product. I want the card with the $30 balance that can't be used, done reinstated comma refunded right or another card given.
on a side note, I called Proctor and Gamble again this evening. I heard somebody by the name of Andrea answer the phone who was arguing with her husband and a TV blaring in the background. Quite obviously these customer service agents work from home. The woman's husband was very aggressive with her, screaming at her and things were being thrown it sounded like and she was saying please leave me alone I have to answer the phone Etc not only is this inappropriate customer service Behavior but I am afraid for this woman who was obviously getting aggressively pushed around by her husband. Or boyfriend or whatever male was in the house when she was supposed to be answering the phone for Procter & Gamble. I called back and it was too late because it was after 6:00.
Regards,
**** ******
Business Response
Date: 05/05/2025
Thank you for reaching out and we're sorry for your disappointment. Please know, the two debit cards your provided photos of, were issued to two different addresses and in different names, we will not discuss someone else's debit card with you. If your daughter would like to contact us directly, as she did in the past, please have her do so.
Also, it is important to share, if the number of reports from an address exceeds what we feel is reasonable, we will stop funds and/or prevent future funds from being sent. We did send prepaid mailing material and two email reminders to return the Mr. Clean product you reported an issue with; unfortunately, the products were not returned by you.
Finally, we did confirm with the bank that the debit card issued to your name was used in full in November of 2024.
Customer Answer
Date: 05/13/2025
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.Procter and gamble is very inaccurate. The one gift card was used the other gift card has a balance of $30. They need to reissue the $30 gift card the merchandise was bought the merchandise was defective they owe $30. I don't understand this company and when I call I get nowhere and they are very belligerent. Please help me get my $30. Thank you
Regards,
**** ******
Business Response
Date: 05/14/2025
Thank you for reaching out and I'm sorry we cannot assist. As shared, the two debit cards your provided photos of, were issued to two different addresses and in different names, we will not discuss someone else's debit card with you. We did confirm with the bank that the debit card issued to your name was used in full in November of 2024. Your daughter previously contacted us directly; she is welcome to contact us again to have her card researched further.
Also, the products were not returned via the prepaid mailing material we issued. We're sorry, we cannot assist further.
King regards.
Customer Answer
Date: 05/14/2025
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 the daughter I am right here. I am disabled. I live with my parents now. And my biological parents live elsewhere. I am of age and I am a disabled woman. Just replace my card or I will never buy another Proctor and Gamble item again and everything in my room is Proctor and Gamble it seems. Shame on you for treating me this way absolutely shame on you. I am contacting you and this is the only way I'm going to contact you because I have lost the functionality in my arms and my hands and I need help contacting you and if you don't see fit I am going to contact a disability Advocate and I am going to report you.
Regards,
**** ******
Initial Complaint
Date:04/22/2025
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 submitted a valid rebate claim for the “NFL Score Big” promotion by Procter & Gamble in September 2024. I purchased eligible products, included all required documents (receipts and shipping labels), and submitted the online form on time. I never received the rebate.
In February 2025, I contacted customer service. After a long exchange, they verified that my submission was in their system but had been disqualified due to an “invalid or partial address.” I explained that I’m a student at the ********** ** *******, and the address I used is my official dorm address — one I regularly use to receive mail and packages, including P&G products via ******.
They acknowledged this and promised to resubmit my case to the proper department, telling me to allow 6–8 weeks for processing. I waited, but after 8 weeks passed with no update, I followed up. This time, a different representative claimed the program had closed in February and nothing more could be done — even though I had contacted them before that alleged closure and was never told it was ending.
When I pointed out the contradiction, they again promised to escalate my case and said I’d hear back in 1–2 days. That was over a week ago, and I still have heard nothing.
I am extremely unhappy with the level of customer service I’ve received. The responses have been inconsistent, promises have gone unfulfilled, and communication has been unprofessional. Despite doing everything right and complying with all requirements, I’ve been left with no rebate and no resolution.
This experience has caused unnecessary stress and wasted time. I’m requesting that P&G honor the rebate and take responsibility for the mishandling of my case.Business Response
Date: 05/05/2025
Thank you for reaching out to the Better Business Bureau and we appreciate your loyalty to our product. We're sorry for the experience you had with the rebate and glad you let us know. Our team does not have access to rebate information, but will be reaching out to find out more. Please look for an email from our Consumer Care Team in the next 24-48 hours.
Kind regards.
Customer Answer
Date: 05/06/2025
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:04/17/2025
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 Oral B i02 toothbrush from my dentist (this is the reason I have to deal with Oral B and not able to return to a big box store) on Feb19, 2025. It did not work right out of the box-it's supposed to have 3 speeds and shut off when attempting the 3rd speed. I sent it to their repair facility as they directed me to and had to pay postage ($10) Their 1-3 turnaround took 17 days. I got either the same toothbrush back or one with an identical problem. They don't repair, they give you a new one. So still within the 60 days money back guarantee and well within the 2 year warranty, I chose to return it. They did finally after many calls/hassle sent a prepaid label and UPS shows OralB did indeed receive it-despite what they say. I finally received a prepaid gift card for the first postage to the repair shop. This is an invalid card and was denied at the register 4 different tries. So I have been back and forth with many, some extremely RUDE customer service people, one hung up on me, etc My toothbrush has been returned and I am unable to get money back that I paid for-the initial postage and the cost of the toothbrush. I have a lot of notes on who I talked to, dates, times and the just of the conversations. If they ever would send another gift card, I assume it would also be invalid. I also have a printout from one of attempts to use "debit not available" Yeah, empty card-refuse to make that good, they have my toothbrush AND my money!Business Response
Date: 04/28/2025
Thank you for reaching out and we're sorry for any
confusion. Our debit cards cannot be used for more than they amount on the
card, so if your purchase is above the amount, you would need to make a split
payment so only the amount on the card is charged there and the rest using
another form of payment.
We did confirm with the bank the $10 debit card to help with
the cost of shipping, was issued by the bank. For ease of use, we asked them to
convert it to a check and send that. This means the debit card can no longer be
used, please wait for the check to arrive. The Money Back Guarantee electronic
return label was not requested until 4.11.25, the refund was then approved on
4.18.25 and the debit card for $60 was issued. We will follow up with the bank
this week and request that also be converted to a check, for ease of use.
Again, this means you'll receive the debit card first, but it will not work as
the funds will be converted to a check that will arrive within about seven
business days of the $60 debit card.
We hope this is helpful and wish you the best.Customer Answer
Date: 04/28/2025
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.First off the 2nd return was requested April 7th, REJECTED on the 10th, when I had to call yet again to get it OK'd. I have all the email correspondence. The card was declined 4X as a split payment-I am well aware how to use the card. The printout from the merchant states it was "declined-not available" I have the printout. It was declined for a purchase less than $10 also.
I have not received the checks yet. The policy states "money back guarantee." I paid CASH for the brush-unfortunately thru my dentist so was unable to return. The first brush was defective and sent back-the 2nd was probably the same one-or had an identical problem. Overall, this has gone on for, now, over 2 months. I am still currently out the postage and cost of the toothbrush. So no, until I receive a check(s) for the entire amount, I will not accept.
They don't even have the correct dates!. They said they didn't have the toothbrush back when UPS tracking clearly shows it was delivered, etc. Trust me, everything is documented, including rude CS people and the one that hung up on me when I asked for the supervisor by name, who I had been dealing with. Who BTW, never called when he said he would.
Regards,
***** *******
Business Response
Date: 05/05/2025
We appreciate your patience, please let us know when the mailing arrive.
Kind regards.
Customer Answer
Date: 05/05/2025
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.Still waiting for the check..........
Regards,
***** *******
Customer Answer
Date: 05/09/2025
I couldn't see how to add a message on to the portal but--I got the checks yesterday!!! THANK YOU SO MUCH!!! Too bad it had to come to this point of contacting you-but you do awesome work. Thanks again!!
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