ComplaintsforSmartMouth

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Smartmouth bottle leaks all over the place. Triumph Pharmaceuticals, the parent company of Smartmouth, is aware of the design issues that cause the product to leak out of the bottle, and they have even labeled the product as "Not For Travel After Opening." Thank you Smartmouth for the very relevant advice because I traveled from the bathroom to the laundry room and the bottle left a green trail of liquid all over the washing machine, so my bad. By traveling you mean "just don't move" after opening. Why does the bottle leak everywhere? Not only does it leak, Triumph has created a tips and tricks website page for pouring the liquid from the bottle. The bottle design NEEDS to be fabricated so it does not leak at all. I have enlisted the BBB to help Triumph clearly hear that the bottle has a design flaw that should be relatively easy to fix; it's a plastic bottle that needs a more secure cap. In the meantime, I'll hold off from buying a third bottle because I believe at some point the product will end up leaking all over the bathroom floor, like it did the laundry room. I'm sure thousands of consumers feel the same way, and on behalf of everyone, please make your bottle spill proof, otherwise we can't buy it.

  

  Business response

  02/04/2022

  Good morning,

   

  In reference to this complaint, I reached out to Mr. ***** ****** at the email address and phone number you provided.

   

  In my email, I asked his permission to call him.  With no response, I reached out to him by phone today.

   

  In my voicemail I explained that we did have an issue with a hidden defect in the safety seal during 2021 and that it affected several of our customers.

   

  I expressed my sincere apologies to Mr. ******, asked him to call me so that I could explain the problem, and that we would absolutely replace the bottle for him.

   

  We have destroyed all of the affected inventory and have dealt with customers on a case by case basis.  We established a case in our system for every customer complaint made directly to us, which I did look into, and Mr. ****** had not contacted us directly.  

   

  I will continue to reach out to Mr. ******, and will be sending him coupons for free bottles of Mouth rinse 

   

  Regards,

   

   

  ***

  

  Business response

  02/07/2022

  As of this morning, I have not received a response from Mr. ***** ****** to either my email or my voicemail.  As of this morning, I have also written Mr. ****** a personal apology, and included coupons for two free bottles of our SmartMouth rinse, together with my business card and personal cell phone number and ask that he call me if he has any further issues.

   

  I believe this issue to be resolved.  Please let me know if I can do anything else to resolve this issue.

   

  Thank you.

*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. ↩