Complaints

This profile includes complaints for The Procter & Gamble Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Procter & Gamble Company

  2 Procter & Gamble Plaza Cincinnati, OH 45202

  
• 

  Procter & Gamble

  P.O. Box 18647 Greensboro, NC 27419

• 

  P G & Co

  P.O. Box 2855 Sequim, WA 98382-2855

• 

  Procter & Gamble Mfg. Co.

  3875 Reservoir Rd. Lima, OH 45801

• 

  The Procter & Gamble Company

  301 E 6th St Cincinnati, OH 45202-3339

  

The 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:01/16/2024

  Type:Product Issues
  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.

  Dear Sir or Madam:
  
  RE: Procter & Gamble -- Refunds
  and Inconvenience Fee
  Request
  Pampers Ref.#: ********
  Always Discreet Ref#:
  ********
  
  Statement of Facts:
  
  1. On November 28, 2023, I called "Pampers" and spoke with representative, Linda, to inform her of the two distinct qualities of diapers from two boxes of Pampers Swaddlers Newborn. We had bought it from two different stores, but were of the same kind and size of diapers. We thought this had constituted a "defective box", and "false advertising" as to receive two different quality of diapers from what was shown on the box. One box contained diapers of rough texture, while the other box contained a softer texture of diapers. One box was purchased from ******, and the other from ****** ****. (Please see attached photos depicting the distinguished qualities of diapers).
  
  Linda was kind enough to put in the request of $30 for one box of diapers. She did not request a receipt, or instruct me to send any diapers back to Pampers. She said it will be processed and sent out within 7-10 business days, with a reference#: ********, and a confirmation email was sent to me, as proof of the $30 refund that was going to be issued. This in turn was a confirmation of the "offer/agreement" by Pampers, and "acceptance" by me to receive the promised refund of $30. (Please see the attached email, sent to me on November 28, 2023, confirming the promised $30 debit card, without requiring the receipt or the entire box of diapers back).
  
  Moreover, she said, "in order to be considered for additional compensation for the second box of diapers, to email the receipt and the images of the boxes with the reference#'s written on them." I did just that, exactly what was requested from me. (Please see the attached, for my email to Linda, dated November 29, 2023, sending the photos and receipts of the second box of diapers, for consideration of additional compensation).
  
  2. On the same date of November 28, 2023, I called and spoke with representative, Anita, of "Always Discreet," to inform her of their defective diapers that caused an itch even though it was for sensitive skin. Anita was kind enough to put in the request of $45.98 for two packs of diapers, with reference#: ******** as proof of the $45.98 refund that was going to be issued within 7-10 business days. This again constituted an "offer/agreement" by Always Discreet, and "acceptance" by me, to receive the promised $45.98 refund.
  
  3. On November 30, 2023, I called and spoke with representative, Jaime, of "Pampers" to make sure my email was received from November 29th, since I did not get a response back from Linda. She said it was under review with their team and that they will email me with the decision.
  
  4. Still receiving no response from the "Pampers" team for the next couple of days, I called again to follow-up on December 4, 2023, and spoke with representative, Chris, for status update on the additional compensation for the (second box) of diapers. He said it is still under review, that they will email me with their decision, and that the $30 was issued, assuring me that I will be receiving it soon, and sending me the confirmation email dated November 28, 2023.
  
  As noted on the November 28th confirmation email, nowhere is it written that the decision on the refund for the (second box) of diapers, could affect or withhold the promised $30 refund for the (first box) of diapers in any way. The $30 was supposedly going to be sent out to me as promised and relied upon by me, regardless of the outcome of the decision for the (second box) of diapers.
  
  5. On December 6, 2023, exactly a week after my email was sent to the "Pampers" team for consideration of additional compensation for the (second box of diapers), the Pampers team had made a decision, along with an unreasonable and unrealiatic request to send the entire box of diapers back to them, due to "multiple refunds for multiple reports that were made by me."
  
  Taking a moment to address the "multiple reports" stated in the Pampers team emailed correspondece: the "multiple reports" that they are describing were due to their defective diapers in the past, where the tabs of the diapers would get detached, making the diaper useless. (Please see the attached photos of the detached tab on a Pampers Swaddlers diaper). The Pampers diapers are not cheap, and Pampers always says on the phone, "please let us know if you have any comments or concerns" as they supposedly "value customer feedback". I definitely do not feel valued in any way as a customer, especially being told that I have made "multiple reports." The "multiple reports" were, because of their defective diapers that were not corrected, even though we called to let Pampers customer service know, about the issue on several different occasions, to give them the opportunity to fix the detached tabs on their diapers. We complied with Pampers's demands on every occasion, which were to dispose of the defective diapers and no need to send it to them. We were not withholding any diapers or information from them. I even asked if they wanted the defective diaper back and was told "no" by their representative on numerous occasions. If Pampers do not want "multiple reports" in the future, then their diapers have to be rectified, so as to make the diaper tabs adhesive stronger. We are paying $45 for diapers with tabs that are detaching more times than one, which is not acceptable nor is it something that we should tolerate, or remain silent on. However, we keep buying Pampers diapers, due to their well absorbency, compared to other brands.
  
  Going back to the current issue at hand, to make such a request of sending an entire box of diapers back, after a full week of waiting for a decision, is unreasonable, unrealistic, and unacceptable at best, because anyone who has a kid would know that diapers tend to be used a lot per day, let alone in a week. I can understand if the Pampers team, had requested one diaper from both boxes for further analysis, but to request the entire box of diapers back is not reasonable. (Please see the attached email dated December 6, 2023).
  
  Further, I called and spoke with Supervisor, Thomas, immediately on this date (December 6th), for clarification as to why the entire box of diapers was being requested, even though no such request was ever communicated to me a week ago? No response was provided. He went onto say that, because I had requested the additional compensation for the (second box), they are requiring the entire box of diapers back. I told him, had I known that fact to begin with I would not have wasted my time looking for receipts, or taking photos of the boxes and the diapers. Again, why was not any of this made known to me before?
  
  6. On December 11, 2023, I decided to call and follow-up on the promised $30 debit card from "Pampers", that I have not received to date. I was told that the Pampers team decided that I needed to send all of the diapers back, to now receive any compensation, including the $30 refund that was initially promised to me. This was never mentioned to me, nor was this brought to my attention by any means, whether it be via email or phone call. I only found out after I followed-up, and inquired about the non-receipt of the promised $30 refund.
  
  I thought that the decision for consideration of additional compensation for the (second box), was just for the (second box) only. I was not told, nor did I think that this decision could impact or revoke, the promised $30 refund on the (first box). Why would the consideration for additional compensation for the (second box) of diapers, affect the initial promised refund of $30, for the (first box) of diapers? This to me was a "breach of contract." Not only did I not get considered for additional compensation for the (second box) of diapers, after complying and emailing all that was requested from me, but now I lost the $30 refund that was promised to me and that I relied upon. I thought it was some sort of a joke or a prank. I did not understand Pampers's rationality or logic in doing all of this, and was really disappointed in their customer service and treatment of this matter.
  
  I even requested to speak with the supervisor again, which I did on this date (December 11th). I spoke with Supervisor, Thomas again, who said he could not override Pampers team decision, and that I would have to send back all of the box of diapers to be getting any compensation including the promised $30 refund. I was in complete shock and disbelief that I had lost the promised $30 refund, because of this decision. I explained the situation to the supervisor, to no avail. I was left even more frustrated, upset, and infuriated that I was not getting anywhere with anyone, even upper management. I asked if I can get in touch with the Pampers team, to which the supervisor said he was the highest that I can go, and that there really is not anyone higher up, who could assist me further in this matter, and that the Pampers team decision was final.
  
  7. On December 13, 2023, I called and spoke with representative, Dominique, of "Always Discreet," to follow-up on the non-receipt of their promised refund of $45.98. She said that due to the Pampers team decision, requesting the entire box of diapers back, I now also lost the promised refund of $45.98 from Always Discreet. This again was another "breach of contract", because of what the "Pampers" team decided on a (second box) of diapers. My jaw just dropped at this point, and I could not believe what I was hearing. She said without sending all of the Pampers diapers back, I also cannot receive the promised $45.98 refund. I was left even more puzzled and confused, as to how the Pampers decision could affect the Always Discreet refund. Again, this was never brought to my attention, nor did I have any knowledge of any of this; and had I not done my due diligence by calling to inquire about it, I would have never known all of my refunds were lost.
  
  I was left questioning myself, why did the "Pampers" decision on the consideration of additional compensation for the (second box), have any bearing on my refund for the (first box) of Pampers diapers of $30, that was already promised to be sent, and the refund of $45.98 with Always Discreet? It is unconscionable business practice, and deceptive handling of promised refunds, to provide a refund and then to silently take it back by making a decision on a (second box of diapers). Why request receipts and images of boxes only, and then a week after make an additional unreasonable request to send the entire box of diapers back? Why was not the (second box) of diapers also refunded? It is almost like a "bait and switch fallacy", "where an unrelated information", such as the decision on the (second box of diapers) affected the promised $30, and $45.98 refunds. It is beyond my comprehension and I cannot make sense of it all.
  
  8. On December 18, 2023, I resorted to call Always Discreet, and spoke with representative, Dominique. I had asked to speak with their supervisor, to which she connected me to Supervisor, Jessica. I explained the issue to Jessica, who was kind enough to open up a new investigation into these two cases. I followed-up with Jessica, via email on December 20, 2023, with no response; then called and spoke with her on December 29, 2023, and January 5, 2024, only to be told no decision has been made yet.
  
  9. I waited three weeks on the decision of the (new investigation) opened by Supervisor, Jessica, and on January 9, 2024, she told me that the best that Pampers could do in terms of compensating me was to send coupons for "Pampers", and "Always Discreet" diapers, which I told the supervisor I did not request coupons to be sent, and that I was waiting a different outcome in terms of two of my refunds being sent to me instead. She said she got the clearance for the coupons to be sent on January 8, 2024, and that it could not be stopped. I told the supervisor, that I am given no choice but to file a Complaint with the Better Business Bureau (BBB), since I am not being given the promised refunds. She said she will let the team know and, that it was my decision to file the Complaint with the BBB. Again, I felt like "Pampers" was attempting to avoid paying the actual refunds, and sending coupons as a tactic of "inferior payment method" and getting out of their "contractual obligation" in issuing the refunds as promised. I felt even more disrespected, insulted, depressed, and very stressed that this case was still not resolved after all of the email and phone follow-ups for three weeks as mentioned above.
  
  10. Overall, I felt that I was trapped into sending photos and receipts for additional compensation for the (second box of diapers), only to lose the existing promised refunds of $30 from "Pampers", and the $45.98 from "Always Discreet". I felt disappointed, upset, confused, and very stressed about these cases for a month and a half now. I had exhausted every avenue, including upper management from both "Pampers" and "Always Discreet", within the P&G company to resolve this matter, to no avail. It seems like no matter whom I spoke with, it was always the same response, "you have to send back all of the box of diapers to get compensated," to which I explained over and over again, that I no longer have the box of diapers, due to never being told to send it all back in the first place. If I had been told to send it, or even save the box of defective diapers from the beginning I would have. Instead, I am seemingly being penalized for the customer service representative's, apparent oversight or a gap in P&G's policy that punishes the consumer, rather than bring light to a defect in their manufacturing.
  
  
  Conclusion:
  
  I felt like the "Pampers" company engaged in "unfair and deceptive business practices", by entering into a "contract" where there was an "offer" of promised refund of $30 (providing reference#, and sending confirmation email regarding same), and an "acceptance" on my part to receive the refund, but then Pampers did a complete one-eighty and finding a way to get out of the "contract", by making unreasonable requests and making a decision on the (second box) of diapers, only to take away the promised $30 refund on the (first box) of diapers, and the "Always Discreet" refund of $45.98.
  
  As a result, "Pampers" "breached on their agreed upon contract" by "silently revoking" their agreement, and making additional unreasonable conditions, to avoid sending me the promised $30 refund. This also goes against "consumer protection laws", since Pampers diaper boxes contained different qualities of what was advertised or depicted on their boxes.
  
  I would respectfully request the promised refunds of $30 (from Pampers) and the $45.98 (from Always Discreet) to be issued and sent out to me as soon as possible, without any further delay, and without any further unreasonable or unrealistic requests, such as sending the entire box of diapers back, which again was not requested until a week after my email was sent to them.
  
  Everything that Pampers initially requested from me, they had already received and should have refunded me for the (second box) of diapers as well. With that, I would also like to respectfully request "Pampers" to refund me the additional compensation of $27.94 for the (second box), which a receipt was sent to them as proof of purchase per their initial request. (Please see the attached receipt, for the (second box) that was also sent to Pampers on November 29, 2023).
  
  In addition, I would respectfully request an inconvenience fee (between $50-$100), as part of all of the countless time lost with email and phone follow-ups (twelve times to be exact), "emotional distress/anguish" with not only losing my $30 promised refund, but for the "Pampers" case affecting my refund of $45.98 with "Always Discreet", along with being inconvenienced for a month and a half now, attempting to obtain the above promised refunds without success.
  
  I really felt disrespected and do not understand why "Pampers" would promise me to provide a refund, and then not only to take it back, but to also affect my case with "Always Discreet".
  
  I hope these two cases above with "Pampers" and "Always Discreet," could be resolved within a timely matter, without further unnecessary delay, or to make any other unreasonable requests or conditions to be met after the fact, to avoid providing me the promised refunds.
  
  Thank you for your time, consideration and prompt attention to this matter.
  
  I look forward to resolving this matter within due course.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/23/2024

  Thank you for reaching out to the Better Business Bureau and we're sorry you're disappointed with our policies and procedures. We did research your history of reports and the number does exceed what we feel is reasonable and we're sorry our products continually disappoint you.  You are welcome to make reports, however any compensation discussed will not be processed, you'll need to retain any product and follow the instructions in the letter for returning them via trackable shipping. Once the product is received, we'll make the decision on if compensation can be sent, based on the product received. Please be sure to include a copy of the receipt for the cost of shipping. 

  Kind regards. 

  Customer Answer

  Date: 01/23/2024

  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.
  
  
  Regards,
  
  
  
  ***** ******
  

  Customer Answer

  Date: 01/24/2024

  Dear Sir or Madam:

  Thank you for your response in this matter. However, while you claim falsely that it is company policy and procedure, it is completely irrelevant in this current case. 

  The current case involves a "contract" whereby "Pampers" promised to issue and send the refund of $30 for the first box,  regardless of the outcome of the decision for additional compensation for the second box where the entire box of diapers was unrealistically and unreasonably requested after a full week of a wait by Pampers. In addition, it affected my compensation for "Always Discreet" company as well. The fact that I did not get considered for the additional compensation for the "second box of diapers" is one thing, but to lose the initial promised refunds of $30 with  "Pampers" along with the $45.98 with "Always Discreet" is another. 

  No where did it state within your $30 promised email confirmation, that once a decision will be made on the "second box of diapers" for additional compensation, that all other promised refunds will be taken away. If this is truly your company policy, please provide proof regarding same, because I was not made aware of such said policy or procedure. To make such a statement without citing it within the BBB complaint, in my mind is an excuse to get out of the "contractual obligation" to issue and send me the refunds entirely, which as a loyal customer of Pampers is not appreciated nor is it tolerated.

  Furthermore, as I have mentioned over and over again, the request to send an entire box of diapers back after 1 full week, is unreasonable and unrealistic. I was not told of such a request from the nor did I have any knowledge of being required to do so.

  Again, the "multiple reports" are due to the Pampers diapers poor adhesive where the tabs detach. If Pampers does not want "multiple reports", then Pampers has to fix the issue, by making the tab adhesive stronger. This is not the only case with us, if you go to any website reviews on your diapers, customers have been complaining of the same issue where the tabs detach and voicing their frustration and complaints online. Apparently, this is an ongoing issue, and when pointed out on numerous occasions, Pampers likes to penalize the customer for pointing out the problem, but not taking any measures to correct it.

  Again, I would respectfully request the promised refunds of $30 from "Pampers" per the reference# and the email confirmation that was sent to me on November 28th. When you read that email confirmation that I had initially attached to the BBB complaint, nowhere does it note that the decision on the "second box of diapers" would halt the issuance of the $30 from "Pampers" and the $45.98 from "Always Discreet". If this is the case, again please provide proof regarding same (as I have done in my initial filing of the BBB complaint), since I was never made aware of this. Pampers received everything that they initially requested already, in that email request, which was the images of the diapers and the boxes. Nothing else was requested for the "second box of diapers". I would also respectfully request my promised refund of $45.98 with "Always Discreet", which I also received a reference# as confirmation, that it was going to be issued and sent out.

  Moreover, due to the countless contact on my part to have Pampers abide by their "contractual obligation" close to 2 months now, is outrageous and unacceptable business practice, and I would like an "inconvenience fee" as a result of all the time lost, emotional distress/anguish, stress, and trouble, along with being compensated for the "second box of diapers", that I did not get considered for, by Pampers after submitting the initial requests.

  I would appreciate it, if "Pampers" and "Always Discreet", resolved this matter, without any other further delays and excuses for their unfounded and unconsionable action, such as stating that it is their "company policy and/or procedure", which again no such company policy was even cited within the BBB complaint response, by Pampers. This case has nothing to do with company policy nor does it state anywhere that the decision on "the second box of diapers" would cause the customer to lose their initial promised refunds of $30 and $45.98, for no longer having the entire box of diapers that was requested after a full week of no response. 

  Thank you.

  Sincerely,

  *****

• Initial Complaint

  Date:01/12/2024

  Type:Billing Issues
  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.

  Hi,
  I have P&G rewards account (******************************)
  Recently, I noticed that I was not able to log in my account.
  So I sent a message to the team. They replied that my account has been suspended because of activity appears to be in potential violation. Also they don't give any information about this.
  However, I never make any violation of their rules. I just participate to the programs(quiz, surveys and submit receipts)
  I am making this claim because they really need to change the way how treat their customers.
  Additionally, they are still sending me a promotional advertising to my email even though they suspended my account.
  
  my log in ID is ***************

  

  Business Response

  Date: 01/23/2024

  Thank you for contacting the Better Business Bureau (BBB) and PG Good Everyday.
  
  We are very sorry to hear that you were unable to access your account and redeem your points. 
  
  After a full investigation, your account is now active. Because we value you as a consumer we’ve also added some points to your account. Also, please look in your postal mail for coupons from Crest, Bounty, and Febreze. They should arrive in about 10 business days. 
  
  Again, we are very sorry for the inconvenience and appreciate your loyalty to our brands .

  Customer Answer

  Date: 01/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I still can't login to my account.

  My email address is [email protected]

  Regards,
  
  
  
  ******** **
  
  

  

  Business Response

  Date: 01/24/2024

  Thank you for reaching out and we're sorry for any confusion our response caused. It can take several days for an account to be reactivated, if you're not able to access it by next Tuesday, please let us know.

  Thanks again. 

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  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 two bottle of Old Spice Pure Sport High Endurance body wash and one smelled like burnt sweet fruit which lingered in my nose and dried out my sinuses causing nose bleeds for a few days, also it burned my skin when applied. I used the other one and it smelled like dish detergent and caused sinus congestion and upset stomach. When changing to another bottle a day later all problems stopped and it is okay now. I contacted the P&G questions line to explain this and hopfully get coupons to repalce these bottles but all they said was to stop using it and they will not send coupons to repalce their defective products because I was was given a coupon for another bottle a few weeks earlier due to the same problem but much worse. This bottle smelled like burnt sweet smelling fruit which buned my sinues and I could not taste anything but this for days it too caused my skin to burn and tingle badly. So I am out $15 plus tax and they don't seem to care, just stop using it they say. The LOT number was the same on all three bottles and they all were bad. None smell like Old Spice but like old lady perfume/dish detergent or again burnt sweet fruit. Who wants to smell like that and have a bloddy nose and burnign skin? This company needs to care about its customers and hone up to their mistakes and shortcomings. Make it right you already own too many brands doing business with you is near unavoidable.

  

  Business Response

  Date: 01/23/2024

  Thank you for reaching out and I'm sorry for disappointing experience, we have reviewed your case and appreciate the explanation. Our team has issued a refund for the purchase, which is being via prepaid debit card, it should reach you in the next week. 

  We wish you the best. 

  Customer Answer

  Date: 01/25/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.  I hope they have my full name and address on record becausee I beleive I didn't supply it in this complaint.  If i have to do anything else, such as supply more information please let me know.
  
  
  
  Regards,
  
  
  
  Bob W
  

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  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.

  On or about Oct 17, 2023 I ordered a ******* product from **********. The product was delivered on or about Oct 19th 2023. Shortly after I received the product, I realized I had ordered the incorrect size as the refills I had at home would not fit this product. I tried to attach the refills in various configurations to no avail. So, I was not satisfied with the product and decided to get a refund. P&G's own money back guarantee states that "if you are not completely satisfied with a *******
  product for any reason, we’ll refund the purchase price on a prepaid card." On Nov 1st, I filled out the form, and sent them the UPC and all other required information. The form was put in my mailbox on Nov 1st. My printer keeps a time stamp for all documents printed, so this is how I recall the date.
  
  On or about Jan 2, 2024 I receive a card from P&G denying my refund. I call the number on the card and am told that their system is showing a post marked date of 11/17/2023. Since this would be day 31 after the item was purchased, they denied the claim. In order for the claim to be valid, I am told that the post marked date would have to be 30 days. I sent the form in on Nov 1. which should have arrived well within the 30 days' time frame. Is it not possible they did not get to it weeks after receiving it? Is it not possible that someone on their end messed up and put in the wrong date? They claim that since I was 1 day, ONE DAY!!, over their required time frame, they denied my less than $20 rebate. They has scam and unethical behavior written all over it. This company needs to know that no matter how big they are, they need to make their customers happy and not nickel and dime them.
  
  I am asking for a refund of what I paid for this product.

  

  Business Response

  Date: 01/05/2024

  Thanks for reaching out to ******* and the Better Business Bureau. We’re sorry to hear about this experience with the ******* Money Back Guarantee.
  
  While we don’t handle the Money Back Guarantee directly at consumer relations, we’d still like to assist. Please keep an eye out for an email from us directly regarding your refund.
  
  We appreciate your patience, and the opportunity to address your concerns.

  Customer Answer

  Date: 01/08/2024

  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.  I have sent out my address to the company and will await the proposed refund via a prepaid debit card, as stated in their email to me.
  
  
  
  Regards,
  
  
  
  *** *****
  

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  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 a toothbrush as a gift for Christmas. The item was sent via UPS with tracking number ****************** . UPS marked it delivered but when I got home, there was no package at all in front of my door. UPS took some picture of feet and a floor which doesn’t indicate my location and unit number nor any proof that they delivered it to the correct address.
  
  The business is refusing to refund my money back. You would thought you would get good customer service to a business you thought that offers many good products and which product is also I’ve use for a long time. All I want is for them to give me back my money.
  
  To any consumer reading this, don’t order directly from them. Or consider other options before buying Oral B and/or P&G products. Customer Service is horrible and doesn’t want to take accountability.

  

  Business Response

  Date: 01/02/2024

  
  Thank you for contacting the Better Business Bureau (BBB) and Oral-B.
  
  We are very sorry to hear that you did not receive your order. After researching the tracking number, and consulting with the delivery service, it was determined that the order was delivered as expected. For this reason, we are not able to send a replacement. 
  
  Our suggestion would be to consult with local law enforcement and report the item stolen. 
  
  We appreciate your patience, and the opportunity to address your concerns.
  

• Initial Complaint

  Date:12/17/2023

  Type:Delivery Issues
  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.

  On November 21, 2023, I ordered a twin pack ****** **** from the Oral B website for $130. It shipped fast, but they didn't include my street number, only the city and state. So on November 29, USPS sent it back to them. I called and chatted twice with their customer service and they are refusing to send me a replacement or a refund. They told me IF the warehouse receives the package they will then give me a refund. Could take a month. Worst customer service ever.

  

  Business Response

  Date: 12/28/2023

  Thank you for reaching out and we're sorry for your disappointing experience. It does appear part of your address was not included with the order, therefore the shipper was returning it. In this situation, we do have to allow for the order to be returned, before further action can be taken. We have reached out to the team previously and the order was not returned as of yet, we are asking again.

  We appreciate your patience and have expressed your disappointment with our policies. 

  Customer Answer

  Date: 01/08/2024

  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:12/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Procter & Gamble ended paper reward coupons within the Pampers Club program. P&G did not advise of the discontinuation of paper coupons. I have reward dollars I am now unable to redeem as their electronic coupons are unusable at stores I shop at. Additionally, I have cases of diapers with rewards I have not yet uploaded to the Pampers Club app. I have been provided misinformation in email communications from the company (stating that paper coupons are not usable where I shop for diapers at **** Wholesale Club, when in fact they are usable there) and customer service has been unable to rectify the problem.
  
  One of the reasons I had purchased Pampers brand was for their rewards program and have now been "blindsided" by their change in the program. I feel this is unethical and this change has also cost me money. Pampers never notified me of the upcoming change, else I would have redeemed all my points prior.
  
  The only "resolution" customer service has provided was a promise to advise their "team" that I prefer paper coupons. This does not remediate the cost to me.
  
  For reference, the email strong I have had with customer service is:
  ********************************* ********

  

  Business Response

  Date: 12/28/2023

  Thank you for contacting the Better Business Bureau (BBB)
  and Pampers.
  
  We are very sorry to hear about your disappointment with
  the Pampers Rewards Program. Please know that, your disappointment has been
  shared with the rest of our Pampers team.
  
  Although, your favorite retailer is not included in our
  program, because we value you, as a consumer, we would be more than happy to
  send some money, saving coupons for Pampers. Our understanding is that
  historically, BJs does not accept manufacturers paper coupons, but we'll send
  them with the hope you'll be able to use them there or at another retailer.
  
  Thank you for your years of loyalty to Pampers. We
  appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:12/14/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tide auto-dose order ****** was never received. UPS tracking informs the carton was empty and empty carton was discarded. UPS said they would inform sender. We emailed P&G replenishment service 4 times and texted them 4 times with no response. I have no phone number to reach them. We would like a replacement or a refund.

  

  Business Response

  Date: 12/21/2023

  Thanks for reaching out to Tide and the Better Business
  Bureau.
  
  We're sorry to hear of this issue and we'd like to help, however the Tide Auto-Dose orders are
  handled by the Tide Auto Dose Team. Since we don't have access to their
  records, we have reached out to them for additional information. Please know,
  with scheduled time off this holiday season, there may be a delay in the
  response. In the meantime, if you were able to contact them directly to solve the issue, please let us know. 
  
  Again, we are sorry for your disappointment, and
  appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 12/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:12/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is against the Pampers Club program.
  
  Pampers Club is an incentive to loyal customers. After purchasing Pampers diapers, once you scan the code inside the box you will get $0.20-$0.50 on your Pampers club account.
  
  In the past couple years, I bought hundreds boxes of diapers from Pampers and scanned every single code inside Pampers boxes. Slowly my account accumulated $96.70. I was about to redeem rewards cash for the holiday. Surprisingly, the only option available now is to use them as a $5 coupon toward diapers. This program used to have more options like bikes, toys, gift cards to redeem for. But everything is gone except diapers. My two kids are 6 years old and 4 years old and diapers are no longer needed in my family.
  
  I contacted Pampers customer service and was told Pampers sent out notification before Mar 15th about the change of their program. I did not receive any email notification about their change so I requested Pampers to provide evidence that they did inform me before the change. However, Pampers was not able to provide any proof and ironically still urged me to redeem more diapers through their portal.
  
  I would like to request Pampers to refund me the cash rewards.
  
  Sincerely,

  

  Business Response

  Date: 12/27/2023

  Thank you for contacting the Better Business Bureau (BBB) and Pampers.
  
  We are sorry to hear about your disappointment with the changes to our Pampers Rewards program. Please know, that your feedback has been shared with the rest of our Pampers team. As mentioned previously, we did send out a notification to all of our members, indicating these changes. We always recommend enabling notifications, so that, you can stay up-to-date. However, we understand and respect the choice of each consumer with regard to notifications. Additionally, the terms of the program specifically mention the possibility of revisions and specific notifications I've included that section of the terms below.
  
  
  THE PROCTER & GAMBLE DISTRIBUTING LLC AND/OR ONE OF ITS AFFILIATES ("P&G") RESERVE THE RIGHT TO MODIFY OR TERMINATE THE LOYALTY PROGRAM AT ANY TIME AND IN ANY MANNER, IN WHOLE OR IN PART, AS OUTLINED BELOW, EVEN THOUGH SUCH CHANGES MAY AFFECT THE REDEMPTION VALUE OF PAMPERS CASH AND/OR PAMPERS CASH ALREADY ACCUMULATED OR THE AVAILABILITY OF REDEEMABLE MERCHANDISE. ANY CHANGES OR MODIFICATIONS WILL BE EFFECTIVE IMMEDIATELY UPON POSTING THE REVISIONS TO ****************!!NgSi4SaN6ydtRVQ-!2iA6Vmrru8BWj36Vrcn98VYLWWT5SropEspB1IlJbziRNxuC88iqxuQMQyPnHBGycZqfI3iiZZ2dM_3Tr2bunQ$ <****************!!NgSi4SaN6ydtRVQ-!2iA6Vmrru8BWj36Vrcn98VYLWWT5SropEspB1IlJbziRNxuC88iqxuQMQyPnHBGycZqfI3iiZZ2dM_3Tr2bunQ$ > AND YOU WAIVE ANY RIGHT YOU MAY HAVE TO RECEIVE SPECIFIC NOTICE OF SUCH CHANGES OR MODIFICATIONS..."
  
  
  However, because we value you as both a Pampers and P&G consumer, please look for an email from our Pampers Team with details about how we can further assist. We appreciate your loyalty and the opportunity to address your concerns.

• Initial Complaint

  Date:12/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 12/13/2023
  
  Ordered the wrong item (actually the wrong color for the item I wanted). I called within 5 minutes of placing the order, before the payment was processed, and have been told I cannot cancel the order, cannot change the order and that I must take delivery of the item.
  
  I'm sorry, one should be able to cancel or modify within MINUTES of the order being placed, and now I'm forced to take delivery of an item I don't want, and I have to pay to return it?? That's ridiculous.

  

  Business Response

  Date: 12/18/2023

  
  Thank you for contacting the Better Business Bureau (BBB)
  and Oral-B.
  
  We are very sorry to hear that you are dissatisfied with
  being unable to change your order, and appreciate you reaching out to us
  directly on the 13th.. We’re dedicated to a speedy delivery, as such, we cannot
  change or edit orders after they have been placed. Rest assured, we will share
  your disappointment with the rest of our team.
  
  Please know that, we do state that orders cannot be
  cancelled and share  the terms of our
  Money Back Guarantee in our shop policy on our website. The terms stipulate
  that the product has to be returned to a specific address and the refund will
  be sent via a prepaid card, and the cost of shipping is covered by the
  consumer. However, we’d still like to help. Please keep an eye out for an email
  from us directly regarding shipping costs to return the unit.
  
  Again, we are very sorry for your disappointment. We
  appreciate the opportunity to address your concerns.