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
- 392 total complaints in the last 3 years.
- 134 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:12/05/2024
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 ordered the ******** ******* Face Moisturizer for $19.12 & ********** Micro-Sculpting Cream for $17.52. I recieved an email confirming my Prices for my Products EVERY TWO Months from Olay.com on Auto Delivery. when I received my first Subscription Order for the ******** ******* Face Moisturizer. I was overcharged $22 more. I didn't recieve the free gift on My second Subsciption order, ********** Micro-Sculpting Cream. I was Overcharged $13. When you place an order on Olay.com website the price changes when you put your items into the shopping cart. When you join the Subscription Plan you are supposed to get an additional 15% off every Subscription order. OLAY plays games with this also. Olay.com did not give me my 15% off my Subscription Orders. After I called & emailed Multiple times I finally received a refund for the price difference on my 1st order. On my 2nd Subscription Order for the same products I was Overcharged again! I was charged a total of $63.84 dollars on 4 products & didn't get the Free Subscription Plan Gift. When I complained to customer service & emailed asking them to credit back the Overcharges Olay.com went into my personal Subscription Plan Page on Olay.com & changed the Prices of the ********** Micro-Sculpting Cream & ******** ******* Face Moisturizers to a Higher Price which is different from the confirmed lower price sent to my Email as Confirmation. I am on an Auto Ship for my Products & Olay.com also put a stop on my Auto Delivery for my products! OLAY.COM did not give me the Credit they owe me but instead canceled my Future Subscripton Plan Order's for my next Shipments of my products!
It is False Advertising to confirm a lower price and then charge a higher price.
I need my Refund of $63.84 for the Overcharges on my purchases. I need my FREE Gift that was Missing from my order & I need a Billing Adjustment to my Subscription Plan ORDER'S for the Lower confirmed price's & my Auto Delivery to Resume to receive my products.
Business Response
Date: 12/10/2024
Thank you for reaching out to the Better Business Bureau
and Olay regarding your subscription. We’re sorry for the continued confusion
and hope this helps explain how the subscription works. The products you subscribed
to were on sale the day you started your subscription; therefore, you got the
sale price on your first order. However, that is a onetime sale, and it is not the
price going forward for your subscription. Our team shared this explanation via
email in case ********, it was also shared
in the initial email you received when you signed up. We’ve included the verbiage
below. Please know, if you don’t agree to the terms of the subscription, it can
be cancelled. If an order has already processed, you also can return it for a
refund if within the terms of our return policy.
In reviewing our records, as a gesture of goodwill for
the confusion, we see where we provided partial refunds for orders *******
& ******* from earlier this year. The two most recent orders ******* & *******,
from July and September, were not refunded based on the information provided
above. We also checked the orders and see that each packing invoice included the
free gift. In
addition, subscription orders receive 5% off the current daily price of the
products, the 15% off is for an initial purchase when someone joins Club Olay.
We understand based on the information provided if you would no
longer like to continue the subscription as the price on the first order would
not be the recurring price.
Please let us know if you would like to cancel the subscription.Below is the email sent when signing up for a subscription.
You can manage your subscriptions at any time here (where you can also access the full terms of your subscriptions).
We’ll send you a reminder email 10 days before your next
shipment, so you can make adjustments as needed. Please note, the price of
your subscriptions can change over time - but we’ll always inform you in
advance about the cost of your next shipment.
You will receive 5% OFF and a FREE GIFT with every Subscription
Order. Please note, if an additional one-time sale or promotion applied to
your first order, it will not apply to future Subscription Orders. Learn more
on how Olay.com's Subscription Program works here.
Still have questions? Contact
us here, we're happy to help.
Thank you for being a great customer!Customer Answer
Date: 12/18/2024
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 refunds you gave to me for $2.84, $2.37, $2.84 for a Total of $8.05 when I am due a Refund of $63.84 for the Overcharges on my purchases is an insult to me as a long time customer in great standing. Saying this is a gesture of goodwill by Procter & Gamble, Olay.com is not goodwill at all.
I was overcharged and I need a refund for this overcharge. The balance is now $55.79 that is owed back to me.
This is no misunderstanding. I understand completely what is going on. I have proof in an email confirmation which confirms the price I am going to be charged moving forward for future Subscripton Plan Shipments every two months NOT a one time Subscription Plan Price.
Do Not cancel my Subscription Plan ORDERS. I want my Subscription Plan Order's delivered at the prices contracted and confirmed in email confirmations.
There is supposed to be a free gift with each product on a Subscription Plan. I have 4 products on a Subscription Plan. A free gift was missing from my last Subscription Plan Order.
Why would anyone join the Subscription Plan if the price constantly changes. What's the incentive for the customer?
I would just order products when there is a sale.
I need my full refund for the overcharges of $55.79 and want to continue my Subscription Plan Order's at the confirmed prices as stated in my confirmation emails.Regards,
****** *****
Business Response
Date: 12/19/2024
Again, we are sorry for the confusion. Many people enjoy subscription plans because of the convenience of not having to worry about ordering, plus they get 5% off the order and a free gift. While other, would prefer to only order when items they enjoy are on sale. We respect everyone is different and are sorry, but the sale prices on your first order are not the prices each order after. We would encourage you to cancel your subscription as the prices will not be the same as your original order. If you would like to return your latest order for a full refund, we can send a prepaid mailing label.
Again, we are sorry for the misunderstanding regarding the pricing going forward.
Initial Complaint
Date:12/03/2024
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.
Braun canceled my Cyber Monday Order (#******) for my Braun Series 9 Pro+ Shaver at 2am with no explanation. The shaver is not out of stock per the website either. Because of this I lost out on multiple Cyber Monday Discounts including a bonus ****** ******* Points from shopping through ****** *********** Shopping.Business Response
Date: 12/10/2024
Thank you for your loyalty to Braun and we're sorry to hear your recent order was cancelled. We have reached out to our online order team for more details and will be in touch via email when we know more.
We appreciate your patience.
Business Response
Date: 12/18/2024
Thanks for reaching out to Braun and BBB.
We're sorry for any confusion. Please keep an eye out for an email from us directly regarding the additional refund.
We appreciate the opportunity to address your concerns.Customer Answer
Date: 12/19/2024
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:12/03/2024
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 want to know when I will receive my two shop cards from Costco there's is a promo that calls "compra y llevate" I make my purchases now who's going to fulfill my rebateBusiness Response
Date: 12/15/2024
Thank you for contacting
the Better Business Bureau (BBB) and P&G.
We are very sorry to
hear that you have not received your rebate. Although we do not handle
the rebate directly, please look for an email in the coming days with further details about how we
can assist.
Again, we are sorry for
your experience and appreciate the opportunity to address your concerns.Initial Complaint
Date:12/02/2024
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.
Hello. This complaint requires some explanation. Back in January, my mother and I purchased two Oral B io toothbrushes from our dentist's office (attached proof). Both packages came with a mail-in rebate, which may have been old (2022-2023). Nonetheless, I filled out both rebates and mailed them on April 22nd, 2024. For months, I had been waiting for the rebates and had not received them. Unfortunately, different circumstances had taken place since then, which is why I am getting a chance to address this. Anyway, I recently called the Crest + Oral B company to ask about the rebates and they do not have them I also spoke with the manager and she refuses to give me a rebate even though I told her that the rebates were mailed BEFORE the company moved.
When I called USPS in ******** ** to check about this, the receptionist said that the ** received my rebates and does not know why the company did not receive them. Apparently, the company moved from ******** ** to ***** ******* ** back in June. So, overall, I have no rebate and the information that is attached (proof of payment) has also been sent, which has our personal information on it. I don't know where it is now, and I would like some compensation. For additional information about the company move, you can ask for ***** at the ******** ** ** at ###-###-####.Business Response
Date: 12/06/2024
Thanks for reaching out to the Better Business Bureau (BBB) and Oral-B. We’re sorry to hear about this experience.
While we don’t have access to rebate information here at consumer relations, we’d love to assist you. Please keep an eye out for an email from us directly regarding your rebate.
We appreciate the opportunity to address your concerns.Customer Answer
Date: 12/11/2024
While I do appreciate the refund P&G is offering, I would still like to investigate where my information had arrived. As mentioned in the complaint, I spoke with ***** from the ******** ** post office and she stated that the office had received my information and was delivered to the address on the rebate form. However, P&G claims to not have received it. Something is off about this and I would like this to be investigated further.
The number to the ** is ###-###-####.
-Thank you,
******* ******Business Response
Date: 12/11/2024
Thank you for reaching out regarding the Oral-B rebate. It appears we've been communicating with you via email and our team was able to share to look for a mailing in the couple weeks.
We appreciate your patience and wish you the best.
Customer Answer
Date: 01/15/2025
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.Per phone call from customer 1/14/25: I still have not gotten any response regarding whether or not they found anything regarding my information.
Regards,
******* ******
Business Response
Date: 01/15/2025
Thank you for reaching back out to the Better Business Bureau (BBB) and Oral-B.
Again, we are sorry to hear about the difficulty that you had with your prepaid card. After looking into this further, our records indicate that the card balance was used in full. We were also able to verify the mailing address. If you or someone in your household has not used the prepaid card, we would suggest starting a fraud claim with the financial institution. They can be reached at ###-###-####.
We appreciate the opportunity to address your concerns.Customer Answer
Date: 01/16/2025
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.The reason for my rejection is because I do not just want an automated response regarding this matter. I want written detail stating the steps taken to try to find where my information has been sent to. As stated in the original complaint, ***** is the person I spoke with regarding my information at the ******** ******* post office. If BBB has not contacted her, please do. Or contact P&G and ask them what has been done to the information of the customers whos information was sent to them before the relocation.
Regards,
******* ******
Business Response
Date: 01/16/2025
We’re sorry for any confusion. We previously shared that our
team does not handle the rebate, nor do we have access to the Rebate Teams
records. However, since you had not received your rebates, as goodwill, our
team process the amount of the rebates in a prepaid debit card from our team. Since
your BBB report didn’t include your mailing address, we reached out to you via
email to confirm the address, again since we don’t have access to rebate
submissions, we did not have your address.
From there, we requested a debit card on December 8th,
it then about a week to process with the bank, and they mail it to the consumer’s
address we provide. When you reported you didn’t receive the debit card, we
contacted the bank that issues the debit cards, and they confirmed it was used
in full. While the bank cannot share with us where the purchases were made etc,
our understanding is that they can share that with you. Again, if you or
someone in your household did not use the card, please contact the bank at ###-###-####.The bank can also
confirm the date the card was mailed and other details.
Thank again for reaching outCustomer Answer
Date: 01/28/2025
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.I still want to, again, address the issue regarding my information sent for the mail-in rebate. I believe that P&G is still responsible for the information that was sent to them. I spoke with both my local post office and the ******** ** post office, and each claimed that the receipts were sent to the company. I do not want my name and address out there for people to see other than the company!
Every company should have a privacy act ensuring customers of their privacy!
Regards,
******* ******
Business Response
Date: 01/28/2025
Thanks for writing back. If you would like to provide the tracking number/s that USPS would have used to track the shipment, we can research with our Promotions Team as we do not have access to the records. Although, it is important to share, as with any piece of mail sent, we're not responsible for items lost in the mail.
Kind regards.
Customer Answer
Date: 01/28/2025
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.I am sending a reply to the last message below:Thanks for writing back. If you would like to provide the tracking number/s that USPS would have used to track the shipment, we can research with our Promotions Team as we do not have access to the records. Although, it is important to share, as with any piece of mail sent, we're not responsible for items lost in the mail.
Kind regards.
I have already spoken with the Douglas post office and it was stated that the mail was delivered and signed for by a P&G employee. However, here are the two tracking numbers:**** **** **** **** **** **, and,
**** **** **** **** **** **
Regards,
******* ******
Business Response
Date: 02/10/2025
We appreciate your patience while we are waiting for a reply from the Promotions Team.
We'll be in touch when we have more information.
Kind regards.
Customer Answer
Date: 02/12/2025
Better Business Bureau:This rejection is simply in regards to the message send from BBB:MESSAGE FROM BUSINESS:
We appreciate your patience while we are waiting for a reply from the Promotions Team. We'll be in touch when we have more information.I appreciate the response from your end. If you do not hear from P&G promotions by the end of the month, then I will close the case.
Regards,
******* ******
Business Response
Date: 02/20/2025
Again, we appreciate your patience. We wanted to touch-base to share we're still waiting for a response from our Promotions Team.
Kind regards.
Initial Complaint
Date:11/28/2024
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.
P&G WHICH GAIN ORIGINAL FABRIC SOFTENER PRODUCT DAMAGE A NEW SHIRT AND JEANS SINCE 10/14/2024. REF: ************************** ref .I HAVE SENT PRODUCT BAR CODE PICTURES OF MY CLOTHES . EVERY THING THEY ASK FOR AND JUST KEEP GETTING THE RUN AROUND 6 TIMES .WITH SAYING THAT THEY ARE GOING TO SEND A $50.00 DEBIT CARD , HAS NEVER HAPPENED.Business Response
Date: 12/11/2024
Thanks for reaching out to the Better Business Bureau (BBB) and Gain. We’re sorry to hear about this experience.
Please keep an eye out for an email from us directly regarding the prepaid debit card. Going forward, we will need you to fill out the forms we sent you to consider full compensation.
We appreciate the opportunity to address your concerns.Customer Answer
Date: 12/11/2024
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
P&G sent $15.00 card which in several correspondence was supposed to be $50.00 for new jeans anew shirt their product ruined.I sent card back and disfigured it so it couldn't be used by anyone .
Regards,
****** *******
Business Response
Date: 12/15/2024
Please advise if you received the email we sent.
Kind regards.
Customer Answer
Date: 12/16/2024
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.No, I have not received any email besides on 12/11/24 saying sorry but that's it.When are they claiming to have sent the email to me?
Regards,
****** *******
Business Response
Date: 12/19/2024
Thank you for the reply. The last email we sent was on 12/11/24 at 11:25 am. The first debit card sent was for $15 and was requested on 11/21/24. The second debit card sent was for $35 on 12/11/24, it should reach you in the next 10 business days.
We wish you the best.
Customer Answer
Date: 01/09/2025
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 include
I SENT $15.00 CARD BACK BECAUSE THATS ALL THEY OFFERED AFTER SAID SEVERAL TIMES THEY WOULD SEND $50.00 BEFORE I CONTACTED BBB , SO I WOULD NOT ACCEPT IT SO I HAVE $35.00 CARD . ALL I ASK IS THEY DIDN'T LIE LIKE THEY DID .
Regards,
****** *******
Business Response
Date: 01/16/2025
Thanks for reaching back out to the Better Business Bureau and Gain.
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:11/24/2024
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 placed an order on Braun's website for a Series 9 shaver and Series 9 trimmer totaling $388.32 on November 17, 2024. The order was shipped via USPS and, according to the tracking information, was marked as delivered on November 22, 2024. However, I have not received the package.
USPS tracking states the package was delivered to my mailbox, which is located in an apartment complex. The mailbox is very small, more suited for letters and unable to accommodate a package of this size. I have checked thoroughly, and the package has not been delivered to me.
I attempted to reach Braun's customer support via the website on November 24, 2024, but was unable to find any way to contact them directly. This lack of support has left me with no resolution.
At this time, I am requesting that Braun take one of the following actions:
1. Trace the package and provide proof of delivery or attempt to locate the shipment.
2. Resend the order, as I have not received the items.
3. Provide a full refund for the order, if the package cannot be located or reshipped.
I would appreciate a prompt resolution to this matter, as I am very disappointed with both the delivery issue and the lack of customer support.
Order Information:
- Order Number: ******
- Order Date: November 17, 2024
- Total: $388.32
- Products: Series 9 Shaver and Series 9 Trimmer
Delivery Issue:
- Tracking information indicates delivery on November 21, 2024, but the package has not been received.
- Mailbox in apartment complex is too small for package.
I hope this issue can be resolved quickly and amicably.
Thank you for your attention to this matter.Business Response
Date: 12/02/2024
Thanks for reaching out to the Better Business Bureau (BBB) and Braun. We’re sorry to hear about this experience.
Thank you for confirming your address. Since the order was marked as delivered by USPS, we will require you to contact your local police authority and file a stolen item report. Once you’ve done so, respond to the email we are sending you directly with a copy of it. Once we have this, we can assist further with your order. Please note we are available M-F, from 8AM-5PM CST.
We appreciate the opportunity to address your concerns.Initial Complaint
Date:11/23/2024
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 two oral b toothbrushes earlier this year just because I wad tired of the manual tooth brush I wanted better results I paid $100.00 for the toothbrush and spent an additional $72 on replacement brush heads I now regret that decision that jackhammer of a toothbrush motor is too powerful it cracked two bottom teeth or the left and the right I cannot afford to go to the dentist to see how much is will cost to fully remove the broken tooth or fix the cracked tooth I tried to complain with the store and they told me it was past the 30 day time frame and as far as the damage tooth they said I would have to contact the manufacturer I am out of $176.54 to be exact with taxes I discarded the toothbrushes because I didn't wabt anyone to have the same experienceBusiness Response
Date: 12/09/2024
We are very sorry to hear about your experience with your Oral-B toothbrush and brush heads. Typically, in order to assist, we would need the product to be available. However, because we value you as a consumer, we would be happy to assist. Please look for an email from our Oral-B team with more details about how we can assist.
Again, we are sorry for your experience and appreciate the opportunity to address your concerns.Customer Answer
Date: 12/09/2024
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 company has not reached out to me to try and resolve this issue
Regards,
***** *****
Business Response
Date: 12/09/2024
We're sorry for any confusion. Our email response was sent to you at 10:33am, today 12/9/2024. If you're not seeing it in your inbox, please check your spam or junk folder for an email with subject line Thanks for contacting Oral-B sent from consumercare.
Kind regards.
Customer Answer
Date: 12/11/2024
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 company is clearly trying avoid resolving this issue that was caused by their product
Regards,
***** *****
Business Response
Date: 12/11/2024
Thank you for writing back. To clarify, can you confirm if you received the email we sent? If so, please know, as a goodwill gesture, we are willing to provide some assistance although the terms of our Money Back Guarantee cannot be met since the products were disposed of. Please clarify what additional expectations you had.
Customer Answer
Date: 12/12/2024
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 finally spoke to oral b customer support they advised me of an email saying they would only give $125.00 despite injuries and me spending over $170.00 on the tooth brush and replacement heads
Regards,
***** *****
Business Response
Date: 12/15/2024
Thanks for writing back and we're sorry for your disappointment. Our Money Back Guarantee does require the product/s be returned, if you're able to return the items, we can consider the additional cost from the receipts. Please let us know if you would like the address to return the items via trackable shipping.
Kind regards.
Customer Answer
Date: 12/18/2024
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.they offered $125 as a courtesy I still have not received the card with the $125 I told then in the original complaint and by phone I no longer have the product because it was discarded of I knew I had return the items I would have kept them the merchant refused to assist me and I did not want to give the product to anyone to have the same experience please inform on when the card was mailed with the $125.
Regards,
***** *****
Business Response
Date: 12/19/2024
Thank you for writing back regarding Oral-B. The debit card was requested on 12/12/24 and with processing, should reach you with 12-14 business days of that date. Therefore, you should expect it by 12/31 based on holidays and the USPS busy season. Please let us know if it doesn't reach you by 12/31/24.
We wish you the best.
Initial Complaint
Date:11/19/2024
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 Crest White strips on 1-29-24. I was not satisfied with the results and on 2-23-24, I requested a refund by writing a letter with details and including the bar code from the package and original receipt. This was mailed to the address provided in the money back guarantee instructions. I have called and emailed multiple times requesting the status of my refund request (emails dated 5-24-24, 8-16-24, 8-30-24, 9-6-24, 11-1-24 and 11-13-24). Each time I'm told they don't have any record of the request, even though it has been provided with each communication (see attached email communication document), or they will send it to a special handling team for review. I would simply like a refund of my expense that was offered thru their money back guarantee. Some type of reasonable explanation of the lack of customer service would also be appreciated!Business Response
Date: 11/20/2024
Thanks for reaching out to the Better Business Bureau (BBB) and Crest. We’re sorry to hear about this experience.
Our Money Back Guarantee team is separate from us at consumer relations. While we don’t have the status of your refund, we’d still love to assist you. 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:11/18/2024
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 been a Pampers rewards member for a few years now. Most recently, I have been unable to use my rewards coupons in Walmart. I have also been unable to use the OTC card number on ***********. It has been such a hassle not being able to use the rewards. Today, I tried to use my $10 coupon both on *********** and in store. I’ve also contacted Pampers about possibly being granted paper coupons instead of the digital and they said they no longer do paper coupons. What’s the point of being a rewards member if I cannot use the rewards for savings? Walmart is the only store in my area where I could use the coupons. I have multiple coupons that I am unable to redeem because I haven’t been able to use them in the store or online.Business Response
Date: 11/20/2024
Thanks for reaching out to the Better Business Bureau (BBB) and Pampers. We’re sorry to hear about this experience.
We appreciate you reaching out to us directly on 11/18. We did respond to your email on 11/19. Please let us know if you need additional assistance.
We appreciate the opportunity to address your concerns.Initial Complaint
Date:11/12/2024
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.
P&G sells the Braun epilator in North America. This is a personal care item, with the potential to transmit disease if shared. According to the manual, it cannot be washed, nor fully cleaned with a disinfectant such as rubbing alcohol. It is imperative if the item is resold/open box, it be marketed as such so that the consumer is allowed to make an informed choice.
I have twice emailed my concerns to the company's President, North America Personal Care and Beauty Operations, but so far have received no response.
I purchased the Braun ******* *** *** Epilator from ********** on October 6, 2024. The order number is *************
******* allows epilators to be returned within 90 days.
Braun also has a Money Back guarantee and allows returns within 100 days.
Before purchasing the product, we enquired with customer service at a ******* store and were told that all returned items are put in claims and sent back to Braun. We were told these are not resold.
The box I received had the safety seal on it, and appeared new. However, when we uncapped the epilator, there was a single stubble of hair in the cap.
It was a used piece that someone repackaged and resold as new.
Given that the epilators cannot be sterilized, why are they being freely resold without being marked as used?
My wife called ***** ****** on October 15, and spent 20 minutes discussing this matter with the agent. The agent said it was unacceptable that we had been sent a used product, took some information from my wife, and said my wife would receive an email requesting a photo of the epilator and some other information. She also said this was to provide feedback to the warehouse.
We received no follow up email.
What happens to the epilators that are returned to Braun and *******?
What steps does Braun take to ensure that retailers do not attempt to resell used products as new?
How does the consumer ensure that they are receiving a new item?Business Response
Date: 11/19/2024
Thanks for reaching out
to the Better Business Bureau (BBB) and Braun. We’re sorry to hear about this
experience.
Braun devices are
designed and intended to be for personal use only. Therefore, due to hygiene
reasons, we do not offer refurbished devices, nor do we provide a trade-in
service. We would not expect a retailer to resell a returned device either, as
when handled correctly by the retailer, no Braun products are resold. In
regards to the email, we did send an email on 10/15/2024 at 2:56 PM, so we’re
sorry to hear an email was never received on your end.
We appreciate the
opportunity to address your concerns and recommend you work directly with the retailer regarding this situation.Customer Answer
Date: 11/19/2024
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.After bringing a health safety matter to the attention of your management, I expected that you would be willing to treat it with some importance and pursue the matter with ******* and other retailers to ensure that they do not resell used products. Instead, you are now expecting me, as an individual, to deal with this. As a company, do you not think this deserving of your immediate attention? Does the health and safety of your consumers not matter?
Firstly, P&G is responsible for ensuring the quality of the goods it sells (directly or through retailers) and I expect you to pursue this with ******* ******.
Secondly, ***** ****** also has a Money Back guarantee and allows these to be returned within 100 days (Braun Money Back Guarantee (MBG) ******. Nowhere do you specify that the product should be unused or unopened. What happens to the goods that are returned to you? What happens to the goods that are returned to *******? I was told by customer service that they send it back to Braun.
Thirdly, where can I buy an epilator that is guaranteed new?
Fourthly, please resend the email that was sent October 15 and we will respond.
Regards,
****** ******
Business Response
Date: 11/27/2024
Thanks for reaching back
out and again, we’re disappointed to hear of your experience and are again
sorry it happened. We can assure you that P&G does not resell or redistribute
used shavers that are returned to us. We also want to share we reported your
concern with ******** possibly restocking returned product internally, again, we
would not expect this with a personal care product.
The email we sent was an
automated email and requested photos of the debris you saw on the unit, as well
as other photos of the unit. It was sent to the following email address ********************** which was
provided to us at the time of the call.
Please know, we would expect
reputable retailers to only sell new unopened Braun devices so would have
expected the unit you purchased from ******** to be new. We would not recommend
buying from retailers or websites where the deal appears too good to be true.Customer Answer
Date: 12/02/2024
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 company has not provided a straightforward answer to any of the questions I have raised.If the matter was raised with *******, why was I not made a party to this communication? Please provide me some documentation
What does Braun do with the epilators that are returned under their satisfaction guarantee program? What does Braun do with epilators that are returned to retailers like ******* (who supposedly send them to Braun)?
Where can I obtain an epilator that is guaranteed new?
Given the potential for disease transmission, why is my complaint being responded to in such a frivolous manner?
Please stop talking down to me by asking me not to buy from unknown sellers at prices too good to be true. You are aware that the item was purchased from *******. Are you now saying they are an unreliable seller?
It appears that you are least interested in treating this matter with the importance it deserves. Your management team refused to respond to two emails. It is a shame that your consumers' safety is the least of your concerns.
Regards,
****** ******
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