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
- 389 total complaints in the last 3 years.
- 131 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:03/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am so very disgusted by the vulgar graphics of your commercial for always menstrual pads. Your depiction of red liquid soaking the menstrual pad is absolutely unnecessary. What woman needs to see this disgusting commercial? Women are not stupid nor are we uneducated about menstruation. It is wholly demeaning to be present in a room as this pathetic commercial plays out. I intend to make a full complaint to the CRTC and the network running these commercials. Run these commercials in countries in India, Sudan and the Republic of Congo. Education is one thing embarrassing women in Canada and United States is another. Shake your heads then ask your wives and daughters how they feel about seeing these ads.
Business Response
Date: 03/13/2025
We believe periods are a normal and healthy part of women’s
lives. By depicting periods realistically in media, we hope to normalize and
reinforce there is nothing shameful or secretive about them. We welcome
comments from our consumers regarding our advertisements, and feedback like
yours can help us shape future efforts. We'll be sure to let our Marketing Team
know how you feel.Kind regards.
Customer Answer
Date: 03/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
********* ********Initial Complaint
Date:03/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered package of 2 electric Oral B toothbrushes. paid $197.53 in full.
I had accidently placed the order twice. received another package of 2 toothbrushes, 4 total. I paid $197.53 twice. total $395.06.
I returned order # ****** on 11/07/2024, USPS tracking# **** **** **** **** **** **. postage $18.70.
26 Nov 2024 spoke to Sam, ###-###-####, opened case number ********. no response.
In Jan 2025, received post card dated 1-4-2025 that the information I sent was missing UPC symbol. and I had 3 weeks of the post card date to respond.
I sent my response by registared mail. USPS tracking # ******************** on 1-23-2025.
It is 1 March 2025. the tracking number still has that my response has not been picked up.
I would like a refund for the package of 2 toothbrushes I returned to them in Nov 2024. order#******, $197.53. If not a refund, I want them to return the package of toothbrushes that I still own. I wrote to them that if neither of those things happened that I would contact the BBB. that was January 2025. It is costing me $419.34. Oral-B has my toothbrushes and my money. Can you help? Thank you.Business Response
Date: 03/10/2025
Thank
you for reaching out to the Better Business Bureau regarding your Oral-B
duplicate orders and we’re sorry for the frustration. Since we do not have access
to the records of the Promotions Team that handles the Money Back Guarantee, we
did reach out to them for more information. They confirmed the information they
needed for the returned order was confirmed and a debit card refund of $179.98 was sent for processing on 02/27/2025 and
should reach you within four weeks of that date. Separately, our team is going
to issue a debit card of $36.25 to cover the tax and shipping cost to return
the brush. The debit cards will come separately
and look different from one another, our should reach you within 2-3 weeks.
We appreciate the opportunity
to research this further for you and appreciate your patience.Customer Answer
Date: 03/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** ******Initial Complaint
Date:03/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Oral B Gum Care Floss Picks (60 ct).
I have been purchasing these floss picks for years when they were labeled as Pro Health Clinical Protection floss picks. Since it was rebranded, the quality has drastically decreased. I no longer was able to use 1 floss pick for my entire mouth without it shredding. Now I have to use 2, maybe 3 to floss entire mouth because it has a tendency to snap easily. I repurchased these floss picks a few days ago and now it is horrible. It doesn't snap, it frays. It is difficult to get into my teeth now. Today i had to use 7 floss picks for my entire mouth. The torn pieces were left in my teeth, and I had to use regular rolled Oral b glide floss to refloss my teeth and remove the shredded pieces of floss in my teeth. Not only that, a piece of the frayed floss is stuck in my throat. I am having to drink lots of fluids and coughing to try to get it removed. This product should not be on the market as it indeed fray and shreds.Business Response
Date: 03/05/2025
Thank you for contacting the Better Business Bureau (BBB) and Oral-B Glide
We appreciate your years of loyalty and are very sorry to hear about your experience and we take issues of this nature seriously. Please look for an email from our Oral-B team with further details about how we can assist.
We appreciate the opportunity to address your concernsCustomer Answer
Date: 03/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** ********Initial Complaint
Date:03/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently purchased 3 twin packs of secret shower fresh deodorant for myself and the girls. Upon opening the first pack and turning the knob on the bottom for the deodorant to rise up, the white button popped out and several small chunks of deodorant fell out. This happened with four of the six that I bought. The white button/cap on the bottom snapped right back in place but everytime it's turned nothing goes up, the cap pops back out and more chunks fall out. This is the first time I have every experienced this happening. I have previously made contact with P&G before concerning when the deodorant gets somewhat close to the end that the entire solid just snaps off of the holder inside and falls out making it unuseable and wasted. I did not receive any response to that concern. It isn't as though these are inexpensive by no means therefore this is concerning to the point that I don't want to change products but may have no other option financially. Thank you for listening and hopefully repairing the issue.Business Response
Date: 03/05/2025
Thank you for reaching out regarding Secret, we truly
appreciate your loyalty and for introducing the product to your daughters. We’re
sorry to hear of the issues you’ve had and are happy to help. I also review our
files and see your previous report from 10/21/23 case ********, we did reply via
email on 10/24/23 and also sent a coupon to the PO Box address provided. We’re
so sorry you didn’t get them and are at a loss as it is unusual for both an
email and postal response not to reach a consumer. We’re happy to take care of
that purchase today as well.
Be assured, the photos and description were helpful. Our products and packaging go through many
quality checks to ensure they reach you in perfect condition. What you've
described is not something we would expect so it is important that we know and
I'm sharing your experience with our Quality Assurance Team.
In the meantime, we’re sending 5-$8 off coupons to help
offset replacement of the sticks you reported. Please look for our postal
mailing to reach you in about 10 business days.
We truly appreciate the chance to make this right and be
sure to reach out anytime.Customer Answer
Date: 03/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was not expecting any form of retribution and I am very appreciative of P & G to offer such. Furthermore, the company responding and stating that they will definitely address the concern with their quality control is a perfect response.
Regards,
****** ********Initial Complaint
Date:02/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased the Oral-B electric toothbrush and product makes me anxiety after while I use it it's something high in the vibration it's causing the my gums bleeding product is open I cannot return that I bought from the online and they have their satisfaction money back guarantee program I submit to my online purchase receipt and I couldn't successfully receive anything they were saying that you need a PDF we never received form of receipt in PDF format and their customer services emails general email cannot reply sending any corresponding I spoke with customer service supervisor she told me that to reply back to the same email I tried to reply back came back it's not working that email this is unacceptable day advertise money back guarantee satisfaction but when we try to use that program they are not really working with the customer importance of the purchaser satisfaction
Kind regards BBBBusiness Response
Date: 02/27/2025
Thank you
for reaching out to Oral-B and the Better Business Bureau. We’re sorry you were
disappointed with the Oral-B brush you purchased and that your Money Back
Guarantee was denied. In reviewing the receipt submitted, we noticed the price far
exceeds the average retail price, including if you buy the product via our
Oral-B website and the receipt had unusual formatting. Finally, our website provides details about our Money
Back Guarantee, if you click on the following link ****************,
you’ll find as part of those terms the purchase does have to be through an
authorized retailer, we’ve included a segment from the information below.
We stand
behind our products and quality controls. If for any reason you are not
satisfied with an OralB® product you purchased from us or one of our authorized
sellers in the United States, you may request a refund.Please
note that because we are unable to control the quality of our products sold by
unauthorized sellers, unless otherwise prohibited by law, the OralB® Money Back
Guarantee is not available for products purchased from unauthorized sellers,
including unauthorized internet sites.
Based on the
information provided above, the submission does not qualify, therefore a refund
will not be issued.
We wish you
the best.Customer Answer
Date: 03/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below. Money back guarantee program false advertisement not the customers benefit for defective or malfunctioning horrible quality product that's unacceptable and very disappointed NEVER purchase as a product Oral-B
Regards,
**** ******
Initial Complaint
Date:02/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint Against Procter & Gamble (Febreze Product Damage & Poor Customer Service)
Dear BBB Representative,
I am submitting a complaint against Procter & Gamble (P&G) regarding damage caused by their Febreze product and their poor handling of my claim.
Complaint Details:
• I purchased a Febreze product that damaged my blanket and jacket.
• I filed a digital damage claim, including photos and details.
• P&G rejected my claim and sent me coupons instead of reimbursement.
• They later offered to re-evaluate the claim but required me to physically mail the damaged items, which is an unreasonable burden for a $200 claim.
• After weeks of emails and efforts, I have received no fair resolution.
Desired Resolution:
I request that P&G:
1. Refund me $200 for the damaged items.
2. Improve their claims process to make it fairer for consumers.
I am submitting this complaint in hopes that BBB will encourage P&G to resolve this matter fairly. Please let me know how I can further assist in this review.Business Response
Date: 02/26/2025
Thank
your for reaching out to the Better Business Bureau regarding Febreze. We’re
sorry you were disappointed with the findings from the claim and as shared via
email, we’re happy to reopen you claim and proceed to a physical claim which we
shared in our initial email was a possible and encouraged you to keep the item
and product in the event a physical evaluation was needed. We have requested
the mailing materials be sent; they should arrive in the next 7-10 business
days. Once we receive the items, we’ll complete a fair evaluation to determine if
the claim will be paid or denied.
We
appreciate your patience and wish you the best.Customer Answer
Date: 03/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Per customer phone call 3/5/25 3:50PM I have spent over $500.00 in money and time trying to resolve this issue and all the business has sent me are coupons for their products and envelopes that are too small for the items in dispute and that are not postage paid. I am not wasting my time on this if the business is not willing to meet me halfway.
Regards,
****** ****
Business Response
Date: 03/05/2025
Thank you for reaching out and we're sorry you're
disappointed with our process. We did attempt to process your claim regarding
your coat via digital claims and based on our knowledge of the product, do not
believe our product could cause the issue we saw in the photos of the coat as
the product is intended for most fabrics. While you did later mention a blanket,
that was not included in your claim nor in the photos. Please know, we've included the first two
paragraphs of our initial email response as a reminder that filing a claim is
not a guarantee of payment and where we recommend you retain the items in the
event a physical claim is needed.If you would like to affix the return label to a box or
other larger envelope, it will cover the postage to us for the coat, blanket,
and Febreze product. If you need to purchase a box, please include the receipt
with your mailing. Once the items are received, we’ll complete a full
evaluation to consider the claim a second time.We hope you elect to complete the physical claim process. This
give us the opportunity to either confirm our product was not at fault or if
the product was used properly and is found to be at fault, we’ll know why this
happened. As always, we respect the decision is yours.
Excerpt from original email response:
“Thank you for contacting us regarding your experience while
using our Febreze Fabric Refresher. We’re sorry to hear of this and would be
happy to start a digital claim for you. To better understand your experience
and to make a decision regarding your claim, we would like more details and ask
that you reply to this email, providing the information requested below.
Please know, that we cannot guarantee a decision can be made by our Damage
Claim Team via digital claim, so we do recommend you retain all items
associated with the claim, including the product used and items you’re seeking
compensation for, in the event they need to be returned to us for a full
physical evaluation. It’s also important to share that submission of a claim
isn’t a guarantee of payment of that claim, but it’s our commitment to
investigate fairly and thoroughly…”Customer Answer
Date: 03/06/2025
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 email instructed me to pay for a tracking service, and now I’m expected to purchase boxes just to send a blanket. The envelope they provided doesn’t even fit the jacket.
I have already sent over 20 pictures, which should be more than enough for them to understand the situation. This entire process is unnecessarily complicated and has already cost me over $500 worth of my time.
I will not be sending anything by mail or spending any additional money on this matter. The process is far too time-consuming, and the customer service has been extremely disappointing.
Regards,
****** ****
Initial Complaint
Date:02/25/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased teeth whitening kit in August of 2024...after using it for the entire time they suggested, I saw little to no whitening on my teeth.
I sent in the refund request, as the instructions stated on the box. I included everything they asked for, name birthday, address and reason for refund. I did not have original receipt, so I had the store , costco, print one for me.
This was Sept 9th 2024
10/29/24
I received a letter to include a receipt wirh the name of store.
so I went online and printed a receipt from my account, which included then ****** name.
Then 02/04/25 I recieved another notice telling me to "correct" the following:
"Submitter must be the age of majority in their state"
What the heck does that even mean?
I am sending copies of everything I have already sent them...
No phone number to call and ask what that means??? They have my birthday.
They are just trying to get out of their guarantee and refunding my request.
Sending in mail today.Business Response
Date: 02/28/2025
Thank you for contacting the Better Business Bureau (BBB) and Crest.
We are very sorry to hear that you did not receive your refund. Although we do not handle promotions directly, we would be happy to assist. If you could submit copies of your submission for review, once they are received, we will recontact you with next steps.
We look forward to hearing from you and appreciate the opportunity to address your concerns.Customer Answer
Date: 02/28/2025
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 OUR RThey did not give me a person or address to send my info to? If I just sent it to the company....where would it go???
I need person/department and address to send my copies to.
Regards,
**** *******
Business Response
Date: 03/04/2025
Thanks for writing back and we're sorry for any confusion. Please just submit the documents electronically to the Better Business Bureau, you can do this by taking photos or scanning the documents.
We look forward to receiving the information.
Customer Answer
Date: 03/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.I do not know how to attach my pictures, if (I've tried) and no address to send to?
Regards,
**** *******
Business Response
Date: 03/20/2025
We’re
sorry for any confusion, generally you can easily attach photos with your BBB
complaint. Please look for an email directly from us in the coming days.Customer Answer
Date: 03/20/2025
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.
Regards,
**** *******
Customer Answer
Date: 03/24/2025
I am trying to attach the documents they asked for it only let's me attach oneBusiness Response
Date: 03/25/2025
We're sorry for any confusion, and we'd be happy to assist you.
While we do not handle rebates directly, we'd still like to assist you with this. To that end, please keep an eye out for an email from us directly regarding your refund.
Customer Answer
Date: 03/26/2025
Better Business Bureau:
I have not received the rebate card yet...but if I receive it...I'll will be satisfied.
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:02/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
P&G offered me a year of free toilet paper, then took it back, and agreed to settle for two $25 gift cards if I would drop my right to file a class action lawsuit. I agreed on December 22, 2024. I have not received the coupons and an earlier message I sent through their "contact us" resulted in my receiving a formulaic response that had nothing to do with my query.Business Response
Date: 02/26/2025
Thank you for reaching out and we appreciate the opportunity to research this further. Please know we checked both email address; ************************** and ************************* and neither were in the list
of addresses the original email that was sent 12/16. Did you receive the original email at a different address?So we can research further, please provide a photo of the original email you received from Charmin, showing the email it was sent to and the date.
We look forward to hearing back from you.
Business Response
Date: 03/20/2025
We truly appreciate your patience and look forward to you letting us know when the debit card arrives.
Kind regards.
Customer Answer
Date: 03/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
Rosemary T*****Initial Complaint
Date:02/19/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 16, 2025, I emailed senior management (including CEO Jon M******) at Procter & Gamble regarding a serious reaction to one of their affiliated products, framing and detailing the timeline of events, the specific product in question, medications used for said reaction, and a breakdown of recompense sought.
While initially promised a resolution in this matter by senior management staff, I later received a phone call from a truly unprofessional “Global Consumer Relations” specialist whom accosted me for much the same information already provided in my multiple detailed grievances, and demanding information from me which I do not possess or feel comfortable providing (due to personal health matters and privacy laws). I was promised that this matter would be escalated to Procter & Gamble’s Executive Board for resolving, and to date continue to have my emails and calls ignored.
At this stage, I am simply attempting to resolve this matter as amicably and immediately as possible with a fair compromise in order to bring resolution to this matter — as I am also presently dealing with serious matters of a personal nature revolving around a recent natural disaster in my area.
Please escalate this matter urgently to your Risk Management department for immediate handling and resolution at this present stage.
Thank you kindly in advance for your urgent response.Business Response
Date: 02/26/2025
Thank you for reaching out to
the Better Business Bureau regarding Bevel. We were sorry to hear of your
experience and since safety is our utmost priority, we appreciate you bringing
this to our attention. As shared, all our products undergo thorough evaluations
to ensure they are safe when used as directed; however, some individuals may
have specific sensitivities to certain ingredients or formulations.
In reviewing our records, we
see that you are communicating with a Director within our company.
Again, we appreciate your
reaching out.Customer Answer
Date: 02/26/2025
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.To date, I continue to provide the Company (and the noted “Director” Rosemary) with an exorbitant amount of personal, medical, and financial information to fully resolve this matter at the present stage and pre-litigation and/or Arbitration. However, to date, The Procter & Gamble Company continues to accost me for more invasive information to resolve this arduous and distressing matter, even in lieu of the grossly exorbitant amount of information submitted — all for what amounts to a profoundly modest recompense request.
Please be advised that as of today, February 26, 2025, I have submitted yet further documents & evidentiary support in this matter, and I look forward to its full and final resolution immediately and at the present, pre-litigation stage today.
Regards,
** ********
Business Response
Date: 03/10/2025
Thank you for your response. In reviewing your communications, we see that you're willing to return information requested via postal mail once you receive our mailing. Please let us know the tracking number when you return the requested items, and we'll have our team be on the lookout.
Kind regards.
Customer Answer
Date: 03/10/2025
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 continue to await direct contact from senior management to fully and finally resolve this matter immediately.
Regards,
** ********
Business Response
Date: 03/18/2025
Thank you for reaching out. In reviewing your case it appears you're continuing to work with individuals within our company to come to a resolution.
We appreciate your patience and wish you the best.
Customer Answer
Date: 03/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
** ********Initial Complaint
Date:02/18/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was sent an email in late 2024 informing me I had “won” and online contest for one free year supply of Charmin paper products. Shortly after contacting Charmin to receive these “winnings” I was emailed a response informing me I was not truly a winner of this contest. As compensation they offered two manufacturer coupons both claiming to be redeemable for one Charmin package up to $25.00 with an expiration of 06/30/2025. The coupon had printed on it a barcode that looked unlike a “normal” barcode from a grocery item barcode. I took my two coupons to ****** retail store, of which I know accepts manufacturer coupons and carries Charmin paper products. I purchased two Charmin toilet paper packs worth $26.49 EACH. The cashier scanned my coupons and stated he couldn’t accept the coupons and to try to use them at Customer Service desk. Customer service scanned the coupons and also stated the coupons wouldn’t be accepted. Customer service scanned a Charmin item for under the $25.00 coupon threshold retailing at $19.00 and even then the Service Desk attendant told me the coupons were not valid. I researched online and accounts of the same Proctor & Gamble Charmin coupons did not work for others stating they were compensated for “not actually winning the year supply of Charmin” just like myself. These other customers attempted to use their $25.00 coupons at *******, another known retailer that accepts manufacturer coupons and sells Charmin products. I want actual compensation for time and effort wasted on a fraudulent scam of a contest as well as scamming those in the aftermath into believing they were actually compensated, after which realizing they were scammed a second time into being offered worthless paper coupons. Not one account I have been aware of has actually been compensated for this matter online or in person. I believe this current scam is ongoing and I want a company wide apology to all those involved and monetary compensation for those unredeemable coupons.Business Response
Date: 02/20/2025
Thank you so much for reaching out and we appreciate your patience. I'm sorry to hear you retailer wouldn't accept the coupons, the coupons are standard type of coupon that P&G offers, but we respect that it is the discretion of the retailer to accept coupons or not. We appreciate the photo of the coupons, if you would please write void across them and send a photo back to the Better Business Bureau, we would be happy to send a prepaid debit card in their place.
We look forward to hearing back from you.
Customer Answer
Date: 02/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I still request the company make an apology and contact all those impacted by this error and inability to the use coupons as intended. I await the results of being able to redeem the gift card valued at $50.00 to determine if my complaint is fully resolved.
Regards,
**** ****Customer Answer
Date: 04/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Problem:
I “won” and online contest for one free year supply of Charmin paper products. Shortly after contacting Charmin to reply and was emailed a response informing me I was not truly a winner of this contest. For they offered two manufacturer coupons both claiming to be redeemable for one Charmin package up to $25.00 with an expiration of 06/30/2025. The coupon had printed on it a barcode that looked unlike a “normal” barcode from a grocery item barcode. I took my two coupons to ****** store, of which I know accepts manufacturer coupons and carries Charmin paper products. I purchased two Charmin toilet paper packs worth $26.49 EACH. The cashier scanned my coupons and stated he couldn’t accept the coupons and to try to use them at Customer Service desk. Customer service scanned the coupons and also stated the coupons wouldn’t be accepted. Customer service scanned a Charmin item for under the $25.00 coupon threshold retailing at $19.00 and even then the Service Desk attendant told me the coupons were not valid. P&G Charmin coupons did not work for others stating they were compensated for “not actually winning the year supply of Charmin” just like myself. These other customers attempted to use their $25.00 coupons at Walmart, another known retailer that accepts manufacturer coupons and sells Charmin products. I believe this current scam is ongoing. As of 2/20/25 P&G reached out via BBB and stated it was the retailers discretion to accept the coupons. Dozens of customers including myself reach out to the company for compensation are told we will be sent a gift card for the value of the coupons $50, that in my personal case has not arrived in 7 weeks after the claim was “resolved.” No I have not received a gift card resolving the matter, yet P&G requests I send them photo proof I voided out my “coupons” drawing a line through them. I did everything as requested and they are continuing to scam me and 7 weeks after, no gift card sent.
Desired Outcome:
Monetary settlement
Regards,
**** ****
Business Response
Date: 04/14/2025
Thank you for replying and we're sorry for any confusion. Your last claim was closed, and we did not see the coupons with void written on them until today. Now that we have those, we're requesting the debit card. Please allow 7-14 business days for it to arrive.
We appreciate your patience.
Customer Answer
Date: 04/18/2025
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.My last case was closed after I, on 2/26/25, complied with P&G request to void my unusable “coupons” and take photo of them as proof. It has been just under 2 months and no gift card was sent. The latest response of we just now saw your proof of voiding coupons is unacceptable especially when you expect 7-14 days to be the turnaround. I expect to successfully accept the claim as closed after receipt the gift cards are sent and aren’t unusable just as the coupons proved to be.
Regards,
**** ****
Business Response
Date: 05/01/2025
Thanks for writing back, please let us know if the debit card we issued arrived.
Kind regards.
Customer Answer
Date: 05/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, a gift card in the amount of the original coupons value was offered and I find that this resolution is satisfactory to me.
Regards,
****
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