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:12/29/2022

  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.

  I purchased 3 items on 2 separate receipts as part if their promotion Buy $100/$150/$200 qualifying ****** electric toothbrush/ brush head refill with your ** get 20/$35/$60 Prepaid **.
  
  I uploaded the receipts to their website on 28Dec2022 and received confirmation as follows:
  
  Hi ********, 
  
  Your receipt has been successfully submitted! You will receive an email when your receipt has been validated. 
  
  Thanks,
  
  The ****** Team
  
  Questions, comments, or inquires? Contact us.
  
  I then received confirmation that I was eligible and the following was provided
  
  Hi ********,
  
  Thanks for choosing your reward!
  
  Here is your redemption code: **************
  
  To redeem:
  
  Enter your redemption code here.  Once you’ve entered your code, you will receive an email from [email protected].
  
  Please keep your eye on your junk and spam folders.
  
  Thanks,
  
  The ****** Team
  
  Questions, comments, or inquiries? Contact us..
  
  I went to the link provided and entered the redemption codes. They were received successfully but there was no email provided to confirm everything. I later contacted customer service and have yet to receive a response. I would like for the company fulfill their obligation and provide the rewards that I qualified for.
  
  Regards
  
  **** *********

  

  Business Response

  Date: 01/13/2023

  Thank you for reaching out to the Better Business Bureau regarding your ****** purchase.  We're sorry to hear of the experience you've had and have been researching this.  We do not have access to the Promotion Team's records and are waiting for a response from them. We appreciate your patience and will be in touch when we know more.

  Thank you again and kind regards. 

  Customer Answer

  Date: 01/13/2023

  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:12/29/2022

  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.

  This is regarding a Holiday Rebate hosted by the Company to buy $25 worth of product and get $25 back. I submitted my rebate which was approved and I received a redemption code. I entered my redemption code and received an email to claim my $25 gift card.
  On 12/6 I enter your redemption code here ***********************
  Once you’ve entered your code, you will receive an email from *****************************.
  Please keep your eye on your junk and spam folder
  No email ever came.
  I wrote 12/24 & 12/28
  This is very disappointing way to treat a customer.

  

  Business Response

  Date: 01/09/2023

  Thank you for reaching out to the Better Business Bureau
  regarding the Olay Rebate. We have reached out to the Promotions Team, to research
  this further.  They confirmed the email
  with your reward was sent 12/15/22.  They
  did resend it 1/5/23, please be sure to check your spam if the emails are not
  in regular inbox.
  
  Kind regards.

  Customer Answer

  Date: 01/09/2023

  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:12/28/2022

  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 have tried to get rebates in the past and it didn’t work. I do get my points most of the time without issue but it’s always a problem with the receipts for rebates. Olay has a $25 gift card for $25 purchase currently. The company has ignored my concerns as I found they do on all platforms no matter the issue. I made the eligible purchase but the Olay page won’t accept the receipt. It says it too large. It’s one receipt so how else can I submit it? I can’t change the size of the receipt which isn’t very long and as usual no one cares and they continue to dismiss me. I’ve definitely had my fill with the company and programs. As a professional reviewer I’ve seen the rewards program as a scam and now this… My review of any would be extremely negative cause I’ve had nothing but problems. Currently waiting on a promised $15 gift card I never received. It’s like the company doesn’t back up anything it says and definitely just says anything . Both of these are qualified but one says Hyd moisture instead of Olay and I lost my focal holiday and can’t see the one that says just Olay but did try to submit the Olay one bout a week ago. The system said it was too big and neither are big I have receipts with so much more on them and submitted to other apps with no issues. With Olay and P&G I always end up with a problem

  

  Business Response

  Date: 01/04/2023

  Thanks for reaching out to the Better Business Bureau regarding the Olay rebate.  We're sorry to hear of the issues you've had and are glad you let us know.  We do ask that you try the website again if you haven't recently, and please reply to this message to let us know if it accepted the receipt. If it does not, please reply with a copy of the receipt that the site will not accept.

  Thank you and kind regards. 

  Customer Answer

  Date: 01/05/2023

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

  Unfortunately that was my second complaint. The company offered a gift certificate I never received weeks ago but the only thing I did receive was a email telling me it was a investigation into the matter
  

  
  

  
  

  

  Business Response

  Date: 01/10/2023

  Thanks again for reaching out regarding the Olay Rebate.  While we don't have access to the Promotions Team records they did report to us that you should have now received the rewards email.

   

  Please let us know if you need additional assistance. 

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  They seemly sent an email asking if I was able to upload the receipt that has been rejected it they didn’t resolve anything. I replied no… never heard back 
  Regards,
  
  
  
  ****** *******
  

  

  Business Response

  Date: 01/13/2023

  Thanks for responding.  The Promotions Team confirmed the rewards email was sent, if you do not see it in your regular inbox, please be sure to check your SPAM/JUNK file. Please let us know if you cannot find the email. 

   

  Kind regards. 

  Customer Answer

  Date: 01/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. Unfortunately I have had several complaints because I use the apps a lot… I got a email from Olay asking me was the complaint regarding to my receipt not being excepted resolved but I replied and have not heard anything back from the company. I did receive a gift card for a totally different situation on the P&G App.. when several gift cards were not working. Spoke to DD and SB coffee companies and they said the issue was with P&G… I have been trying to submit my receipt for the $25 for $25 offer I think it was called… didn’t work. Feel free to email me directly for my proofs that I did complain and have been ignored just like with the gift cards I earned and was dismissed. I’ve only written positive reviews about your company but at this point I’m sick of going back and forth. Your company failed to send the $15 earned
    in rebates previously to my 1229 Gazebo way address… then the issues with your gift cards and now I can’t seem to chat with anyone about this most recent promotion with I believed expires end of the month. As far as I’m concerned your customer service sucks and all your promotions are just scams. The company definitely doesn’t care cause I’ve been dismissed in chat, email, Instagram they never bothered to answer and ******** they told me I didn’t have an account. I have screenshots for each and every conversation and situation. This is ridiculous 
  Regards,
  
  
  
  ****** *******
  

  

  Business Response

  Date: 01/19/2023

  We’re
  sorry to hear of your continued disappointment. Based on your last message, it
  appears you’re having issues with multiple promotions.  As for the Olay Holiday Rebate, our
  Promotions Team has already issued the reward.  It should be in your email inbox, if not, please check your spam/junk
  email. 

  
  In
  your last reply you mentioned a comment about coffee and a $15 rebate.  It does not appear those were part of the Olay
  Holiday offer but may be related to another promotion.  If you would like to provide the name of
  those offers, when you submitted for them, and any additional details, we’ll be
  happy to research further. Again, please look for the Olay offer in your email.

  
  King
  regards.

• Initial Complaint

  Date:12/21/2022

  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.

  False Advertising on your website.
  
  This is the second time I purchased from *****. The first product I received was fine. The second time, I purchased more than $200 for facial care products on your ***** website. During that time, they have a promotion if a customer spent more than $200 they will send you a full-size Facial Treatment Essence for free. But it did not state the full-size Facial Treatment Essence is the overdue inventory. I never except a company will send their customer an overdue product, especially for a well-known company. I just open one bottle of the Facial Treatment Essence, it was small like a rotten egg. Their manager told me because their products did not contain the fragrances. so some products may smell like that. Who will want to put the rotten egg on their face every day? She said if you don't like that smell. Then you can order another one. First, I usually stock up on a full year of facial products once or twice a year from Bobbi brown. I never have experienced their product turning bad after a few months. So I never expect a company like ***** who usually sell the high-end product will send customers an overdue product. Your company should state all the bonus products will be the overdue product. Therefore, I did not open all the products when I received them. I only open it when I finished one bottle. I thought if I keep it sealed in the original package, it will stay longer. So, I never check the ***** product when I received it.
  
  By the way, your customer services manager was very rude and unprofessional. Why your company doesn't want to get the product back to see why the quality of your product will turn bad so fast. rather than tell customers to continue use expire goods.

  

  Business Response

  Date: 01/04/2023

  Thank you for reaching out to the Better Business Bureau, we’re
  sorry for your disappointment with the product.  We did review our records and see where you
  contacted us regarding the free bottle of ***** bottle received with your order
  in April.  As shared previously, the Facial Treatment Essence contains more than 90% Pitera, which
  is a bio-natural ingredient, without any artificially added fragrance or color.
  The unique smell and color come from the natural fermentation that offers a
  whole host of benefits for your skin’s healthy look, with a variety of
  micro-nutrients.
  
  Because Pitera is an ingredient created from
  nature, each bottle of Facial Treatment Essence may have differences in color
  and scent, but this will not affect the performance. Please be assured Pitera
  products are produced and shipped once they have passed rigorous quality
  control at our plants, which are equipped with ******* most state-of-the-art
  facilities.
  
  We’re sorry for the disappointment but due to our
  knowledge of the products and that this is expected, we would not replace the
  product.
  
  Kind regards.

  Customer Answer

  Date: 01/05/2023

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

  Your product is smell like rotten eggs. Who will like to put rotten eggs on the face every day? Your company should state on your website that the free products will be the expired product. If I know your company gives customers expired products as a free product, who will want to spend $200 to get the expired product? Don't mislead customers. State the fact that all the free items on your website will be the expired products. 
  
  
  
  
  Regards,
  
  
  
  *** **********
  
  

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair 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 purchased $50 worth of Olay products because of the $25 gift card rebate program they have going on. For over a week now I've been unable to register on the website. Every time I try, I get "Something went wrong". I've tried a different computer, different browser, on my phone etc etc. Looking online, it seems like everyone else attempting to register is also unable to do so. I've contacted their support numerous times, but no-one has ever gotten back to me about this issue. How am I supposed to submit for the rebate when your website wont even let me register? Talk about false advertising!

  

  Business Response

  Date: 01/04/2023

  Thanks for reaching out regarding the Olay Rebate. We're sorry to hear of the trouble you had when trying to register and have reported this.  The site has had many registrations and does appear to currently be working. Please reply to the Better Business Bureau and advise if you were able to register your purchase or if you're still having issues.

  Kind regards.

• Initial Complaint

  Date:12/17/2022

  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.

  On December 16, 2022 I brought Downy Unstopables from a Target in my area. After opening the product it appeared to filled half way. I’ve used the product before this has never happen before. It very upsetting when you purchase a product and it’s half way filled. Especially at the price of the product. It’s very disappointing for something like this to happen.

  

  Business Response

  Date: 12/21/2022

  Thank you for reaching out to the Better Business Bureau, and to Downy. We are sorry to hear about your most recent experience with your Downy Unstoppables.
  
  We have strict quality controls and it’s unusual for a package to leave our plant with less than the proper amount of product in it. Downy Unstoppables are filled by weight, not volume. The weight of beads in the pack and the number of washes you can expect to get from the pack is clearly stated on pack. The bottle may not appear to be full as space is left for product to settle. Bottles are not designed to be filled to the top. There needs to be space in the bottle to help with pouring.
  
  Please keep an eye out for an email from us directly regarding your Downy Unstoppables purchase.
  
  We thank you for again for reaching out to the Better Business Bureau.

• Initial Complaint

  Date:12/16/2022

  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.

  Purchase of $109.99 through the Crest Oral B ProShop on 02 OCT 2022. The item was shipped via UPS Ground Parcel. UPS “delivered” on 06 OCT 2022. No package could be located by the time I checked - UPS tagged it as a no answer and left at door delivery. It was either stolen or not delivered. After waiting a few days in case it was scanned incorrectly by UPS, I contacted Crest Oral B customer service. I told them the package said it was delivered but wasn’t there. They could not place a claim because their claims line was busy and stated they would call me back. After not receiving a call back over a few days, I called again. I believe it wasn’t until the 3rd time calling that I was put through to claims. They opened an investigation and said I would receive a call back. After not receiving any calls back, again, over a week or longer, I called for an update. I was told they were in contact with UPS and would give me a call back within 48 hours. I did not receive a call back, again. This happened at least 5 more times over a few weeks. More recently, in early December, months after originally calling and repeatedly calling throughout the time frame, a claims agent said I would receive a reshipment of the item and that she was processing it during our phone call and would call me back. Again, I did not receive a callback nor did I receive an email regarding the reshipment. I contacted again, 1 week later, requesting an update to this. The new claims agent could not find anything about a reshipment and put in a new request for either a reshipment or refund, as I was requesting either at this point. Then, having called last on December 15th, I was told I would have to wait for the investigation to be completed with UPS to further the process. This has been months now. I have been told multiple, completely different things from different people. I have never received a call back over the 5+ times being told I would. I do not have the product nor the refund still.

  

  Business Response

  Date: 01/09/2023

  Thank you so much for reaching out.  We're sorry for your disappointment and are attempting to research this further since it appears to have been purchased from the site used for professionals such as dentist.  Please let us know if you are a dental professional.

   

  Thank you and kind regards. 

  Customer Answer

  Date: 01/09/2023

  I am not a dentist, I am a dental student as listed in my account and as I’ve had to share every time I’ve called. Yes, of course this order was from the professional site. I have only called about it with specific information for months. I do not believe that this information couldn’t have been found out by quickly reviewing my account but instead more time is wasted for irrelevant requests   Finally, someone elevated this and I received the product. This only took a few months, 10+ calls, and hours wasted. This is the absolute worst customer service I have ever received and the fact I randomly received the product one day, without any notification or call from your company to update me at the very least, let alone apologize, is appalling.

  

  Business Response

  Date: 01/13/2023

  Thank you for the additional information.  We're sorry, our team does not have access to the Professional site records so could not review your account.  We have been and continue to research who can assist us with your complaint and hope to have a contact soon.

  We appreciate your patience. 

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair 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’ve attempted to chat on the site cause my rewards points were wasted on gift cards that didn’t work… from ** and *********. My area doesn’t have restaurants for the dot com yet another incident of lost points… The task rabbit is similar and the hotel one I recommend is for destinations not anywhere near me. I’ve been a loyal customer but will not be posting about your company to my fans being sick and disabled they like my Friday freebies mentions…. As a professional writer and reviewer I’ve said so many good things about this company. Finally got a email and was also dismissed by them… told me I don’t have enough points to get a gift card after I wrote a novel about how I have used my points but most of them were never redeemed cause I’m disabled and won’t be going states away to a hotel and ** doesn’t care either cause the first rep I spoke to blew me off and told me to call them!? They said call you guys.. Didn’t even bother to call ********* about that one. I basically feel robbed I have screenshots of most of the stuff… both conversations with the most unhelpful people ever who didn’t listen, I have never actually redeemed any ** or ********* gift cards. I just attempted to a** them and at least three didn’t work so far… I can find more screenshots if needed. Basically I cashed in points a lot of them thousands and got nothing for them… service unavailable, cards didn’t work, hotel discount can’t be used here, and both the task rabbit and restaurant.com points went to waste cause lack of businesses or services… I’d appreciate it if someone get back to me. I’d love to update my **** ****** Fanpage on ******** about how your handling this … If it’s anyway to look at the points I had .. I have emails for all the points I tried to to redeem for everything but ** and *********. I can screenshot my history or whatever you need to get a understanding of what I’m trying to convey… If you can pull up my point history you will see that ** and ** history won’t match

  

  Business Response

  Date: 12/19/2022

  Thank you for contacting the Better Business Bureau (BBB) and Procter & Gamble
  
  
  We are very sorry to hear about the issue you had about with redeeming your eGift card. Please keep an eye out from us directly for an email regarding the gift card.
  
  
  We appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 12/21/2022

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

  Unfortunately me and P&G are at odds about everything as of last. I fulfilled the *** deal in part by buying facial moisturizer from Olay. I have submitted the original receipt twice and am told it’s not a qualified item on it. The very first product is a Olay product but doesn’t say that plainly but that’s not my fault. If you expect *** or retailer to only put your product name there that’s not at all my issue. I’ve filed 2 complaints this month being challenged constantly on everything and not having your company take out their precious time to make a call.. send an email to someone other than myself. I was told from ** my gift cards was used prior to me setting up my account… ** said the card number I have isn’t even activated and now Im being refused points all together for your products do again your not honorable, but basically call your customers liars and move on. As published writer **** ****** I review lots of your products and post positive things and definitely have made you guys a huge part of my IG freebie Friday posts. It’s always other brands and I’ll be making my way to ******** after this confusion. I don’t need to contact *** because they show my purchase in the app.
  
  

  

  Business Response

  Date: 12/21/2022

  Thank you for contacting the Better Business Bureau (BBB) and Procter & Gamble
  
  We've sent you an email today (12/21/22) regarding this concern. We're sorry that you had this experience, and are glad you reached out to us. 
  
  We appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:12/13/2022

  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.

  This is regarding a **** Holiday Rebate hosted by teh Company to buy $25 worth of product and get $25 back.
  ************************************** I submitted my rebate which was approved and I received a redemption code. I entered my redemption code and received an email to claim my $25 gift card. When I click the link to claim my gift card I received an error. I have called the customer service and emailed the support several times and with no resolution. The email from support says someone from my household has claimed the rebate, and it is 1 per household. I live alone so there is no one else that can claim the rebate from my household.
  This is very disappointing way to treat a customer. I would very much like to talk to someone who can help me receive my rebate. Thank you!

  

  Business Response

  Date: 12/16/2022

  Thanks for reaching out to the Better Business Bureau(BBB)  regarding the **** promotion.  We’re sorry for the disappointing experience
  and appreciating the opportunity to research this with our Promotions Team.   They
  are currently researching what error caused the issue, but in the meantime,
  have provided the following link for you to redeem your reward ******************************************************************************************* . Please notify the BBB if there is an issue using the link.

  
  Thank you again and kind regards. Tell us why here...

  Customer Answer

  Date: 12/16/2022

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

• Initial Complaint

  Date:12/13/2022

  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.

  I purchased a gift from this company that was supposed to be delivered two weeks ago in order to celebrate and early Christmas with my in-laws (gift was intended for my father in law). We celebrated this past weekend with them so since the item I purchased from this company did NOT come on time, I purchased one from our local Target. I made the company aware that I needed it by a certain date which they failed to ever respond. I have emailed multiple times with no response yet and the item just arrived today. When requesting a return label they refused, saying it was my responsibility. I believe I should be able to return this item free of any charge since it came later than it should have.

  

  Business Response

  Date: 12/21/2022

  Thank you for contacting the Better Business Bureau (BBB) and Oral-B.
  
  
  We are very sorry to hear about the issue you had about your Oral-B order. Orders are typically delivered within 5-8 business days. Estimated arrival dates are not guaranteed, as weather delays and other unforeseen circumstances may impact delivery time. Our policy is to send a replacement order if you do not receive your order. This information can be found in our shop policy located here: https://oralb.com/en-us/oral-b-shop-policy/
  
  
  Please return your product along with your name, address, contact phone number and the original receipt/order confirmation, indicating purchase price and the date, to the address provided below to receive a prepaid **** card in the amount of your purchase.  We do not cover the cost of shipping.
  
  
  Oral-B 60 Day Satisfaction Guarantee
  Impact Fulfillment Services
  1559 Faucette Road
  Burlington, NC 27215
  
  We appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 12/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  the business has not offered me a satisfactory solution due to their website offering free returns and never mention a prepaid **** card. The only solution I will accept is a prepaid return label since I do not trust the company to refund my item once they receive it and I need a refund to my original payment method. If they do not oblige I will continue blasting this company on their lack of customer service and false advertising. 
  Regards,
  
  
  
  ***** *******