ComplaintsforQuip NYC Inc.

Dental Supplies

Multi Location Business

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Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
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.
Quip *************** has made it impossible to cancel the subscription from their website.
Business response
09/25/2024
Our Refill Plans have no commitment and can be canceled at any time through the customers profile. While our cancelation instructions are listed on our help page, were always happy to assist via email if anything is unclear. In this case, the customer requested to cancel their Refill Plan on September 15, 2024, and we processed the cancelation on September 16, 2024, as requested. However, the customer did not request a refund for their order at that time. If theyd like a refund for any order placed within the last 30 days, they can easily set up a return through their profile. If the customer has any other questions, they can reach out to us at *******************************
Initial Complaint
09/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased my rechargeable toothbrush (blue) from ******. The toothbrush is under warranty. I have had problems with the toothbrush. Quip sent a new one out. It malfunctioned after 1 month. Toothbrush wont charge. I havent dropped or damaged the toothbrush. I use my toothbrush everyday for 5 minutes then turn it off. The replacements are of poor quality. I have contacted Quip over *** about this. When they finally got back with me recently, it was over 1 month. They stated that they were busy, had a large volume of warranty claims. If they are getting this Many claims, they need to close this company down. On 8/15/24, they asked for a picture of the toothbrush and Motr head serial number. I sent what they requested. No response. Emailed them again on 9/10/24, they sent out same generic email, as when they dont ever respond back. They email you about warranty info received, but dont ever get back with you with a replacement toothbrush. Quip can just give me my $50 back for my toothbrush. I can purchase another brand if they arent going to comply with their replacement warranty!! Also, they revamped their site. Therefore when you login to your acct you cant get into it. I use my previous login info. It use to work, now it doesnt.
Business response
09/18/2024
Our records show that the customer initially reached out on August 12, 2024, to request a warranty replacement due to a malfunctioning toothbrush. We responded on August 15, 2024, requesting additional information to proceed with the replacement, but did not receive a reply until September 9, 2024, when the customer followed up for an update. On September 12, 2024, we informed the customer that we had not yet received the requested information and asked them to provide it so we could move forward with the replacement. The customer provided the necessary details the same day, and we processed and shipped a full replacement on September 15, 2024. If the customer has any further questions, they can continue the email thread or contact us at *******************************.
Customer response
09/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I emailed Quip multiple times. Was told that responses were back logged due to receiving a lot of emails. Locked out of my account. Unable to to warranty claim under my account. I basically thought the company had closed down due to no responses. Since doing my complaint with BBB, I have been getting immediate responses from Quip. For Quip to lie as if I havent contacted them multiple times is unacceptable. Waiting on Quip to send out new Ocean Blue toothbrush.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******** ******

Customer response
09/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] This complaint is not resolved. Quip sent me out another toothbrush that doesnt even vibrate. Stated they are sending out a new one. Why keep sending out defective toothbrushes. Resolve the problem by analyzing why the toothbrushes are defective. I have asked Quip to send me a label to return the toothbrush for evaluation. Quip keeps responding with same initial response. They are getting new ways to resolve matter, but are just copying and pasting initial response. Quip, please resolve the complaint and respond appropriately!!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******** ******

Business response
10/14/2024
While recurring issues are uncommon, we are always happy to assist with troubleshooting or provide guidance from our Quality Team. If troubleshooting steps do not resolve the issue, we are more than willing to facilitate a replacement.
In this case, the customer reached out on September 21, 2024, reporting issues with their new toothbrush. By the time we responded on September 23, 2024, the customer had already initiated a replacement through our self-service portal which was marked as delivered on September 26, 2024. We provided a return label on September 23, 2024, so the malfunctioning toothbrush could be returned for further inspection by our Quality Team. Should the customer have any further questions, we recommend they reach out to us at *******************************.
Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have canceled my subscription to quip over a year ago, but continue to receive packages by them and get charged for them. I have logged on to my account and it says everything is canceled. There is no way to contact them on their website. A year ago I tried contacting them in the only place I could find with any contact information and the person I was chatting with informed me that I was speaking with the sales department and they could not help me.
Business response
09/18/2024
Our records indicate that the customer canceled their Refill Plan associated with the provided email address on September 2, 2023. However, on September 10, 2024, they informed us that they were still being charged and receiving deliveries. Upon further investigation, we identified an active Refill Plan under a different account due to a small typo in the email address. As a result, we canceled the active Refill Plan on September 16, 2024, and issued a refund for the product cost of the September 2, 2024 refill order. However, we are unable to process any additional refunds, as all previous orders fall outside our 30-day return policy, and a cancellation for the second account was not requested prior to September 10, 2024. If the customer has any other questions, they can reach out to us at *******************************
Customer response
09/21/2024
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 and the matter has been resolved.

Sincerely,

***** ***********
Initial Complaint
08/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
After receiving my final aligners, I was informed that they should last for years and be worn at night to prevent grinding, migraines, and to maintain my teeth alignment. However, the aligners barely lasted a year before fraying to the point of cutting into my gums. They now need to be replaced, and I believe they should be covered under a warranty.Due to Quip's lack of response, my teeth have begun to shift back, and the migraines have returned as I can no longer use my old night guard (which no longer fits due to my new teeth alignment). Even the dentist associated with Quip doesn't have a direct contact at your company.I am very disappointed with the quality of these aligners. The quality was noticeably poor even during the aligner routine, and now it's even more apparent with a tray that I have to use for an extended period. If I had been aware of these issues, I would have chosen ********** instead.
Business response
09/12/2024
Our team is currently investigating this case and will be in touch via email shortly.
Initial Complaint
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Quip allowed someone to reopen my closed account under a different email and applied the other accounts charges to my credit card.
Business response
07/30/2024
Upon reviewing the account associated with the customer's email, we can confirm that the subscription was canceled on November 21, 2021. This account was never reopened, as we do not have the ability to sign up for Refill Plans on behalf of customers. However, we see that a second, separate account was created under a different email address using the same payment method saved under the customer's account. Although the customer's subscription was canceled, if any other account was open with their payment details, we have no way of knowing this unless we are directly notified. On July 16, 2024, we took the appropriate precautions to ensure the customer will no longer be charged. Additionally, per the customers request, we processed courtesy refunds for any orders placed between May 2022 and June 2024. The customer can follow up via the email thread or reach out to us at ******************** if they have any further questions.
Initial Complaint
07/12/2024
Complaint Type:
Delivery Issues
Status:
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.
I purchased 2 smart motors and 2 replacement brush heads. I used a coupon for the brush heads and they did not show up on my profile at all. The smart motors are there unfulfilled since the transaction occurred on 25JUN2024. I received a confirmation email and was charged for the items the same day. They said it would ship in 0-3 business days, but that time has long passed. I have tried to contact them at least 3 times in different ways and they have not responded. the chat bot says "does not compute" when I give it the digits of my order number it asked for. They have no direct way to contact the company and this is the only place I have seen them respond to people. I just want my order fulfilled or at least acknowledgement that they have it in their system and it is being worked on.
Business response
07/30/2024
We've recently undergone site updates to improve our user experience. During this transition, some functions may not have been available, and customers may not have been able to see their full order history as we integrated with our new platform, Shopify. The customer placed their order on June 25, 2024, using a claim code. The claim code was successfully applied, providing a $14 discount. The customer reached out to us on July 8, 2024, and we responded on July 11, 2024, informing them that their order was marked as delivered to the address on file on June 29, 2024. If the customer did not receive this order, we are more than happy to help. The customer can email us at ********************, and we'd be happy to assist further.
Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Quip makes it impossible to contact the warranty department. They you chat bots, there is no phone number and if you do find it theres no answer, emails go unanswered. And unless you register your toothbrush you cant use portal for warranty claims. So Quip makes it so frustrating that you give up and they dont have to cover the warranty of a toothbrush that lasts a few months. They should have to make their website more customer friendly and have a phone or working email thats answered. Basics.
Business response
04/18/2024
In reviewing the customers account we can confirm they purchased two Clear Floss Tip Refills and two Large Mint Anticavity Toothpastes on April 05, 2024. The order total for these products was $23.15. Please note, our site does allow customers to make a "One time purchase". If the customer wishes to make a one time purchase, this has to be selected, however the customer elected to create a Refill Plan. Refill Plans have no commitment and can be canceled at anytime within the customer's profile. If the customer would like to return their order and cancel their Refill Plan, we advise that they reach out within 30 days of purchase in accordance to our 30 day return/refund policy. If the customer has any other questions or concerns, they can email us at ********************.
Customer response
05/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Im not sure what the reply was regarding my complaint was about a toothbrush not a subscription. They didnt even get that right. I was upset with the warranty on the toothbrush and the difficulty in replacing it using their lifetime warranty process.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************

Business response
05/28/2024
We apologize for the misunderstanding caused by our previous response. It seems there was an error in the information provided. That said, at this time, we do not offer live phone support. However, we are always happy to help via email, as well as chat. Our help email can be located on our help page under 'Contact us'. That being said, we see that the customer emailed us on April 11, 2024, requesting a replacement toothbrush. As the customer's account did not have their shipping address, and no orders were placed under the account, we asked for additional information in order to proceed with their warranty request. The customer was able to provide additional information needed to proceed with their warranty claim, and a replacement was successfully sent on April 18, 2024. The customer can follow up via the email thread or reach out to us at ******************** if they have any further questions.
Initial Complaint
04/10/2024
Complaint Type:
Product Issues
Status:
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.
I wound up with a duplicate order for refills. The website makes it IMPOSSIBLE to straighten out. They've somehow begun servicing "teams" from businesses, but I am an individual - and subscribed when they were quite new.All I want to is cancel one or the other of my accounts: One is in my husband's name (*******************************) and I used his credit card. Then there was some nonsense about my having to write to them on his computer, so I opened an account for refills (every 3 months) in my name (***********************) and now I'm getting TWO refills -- with no way to get rid of one or the other. This should not be complicated.
Business response
04/18/2024
The customer contacted us on December 22, 2023, requesting to have their toothpaste removed from their plan. As they were not writing in from the email address associated with their account, we requested further information to locate their account. Once their account was located, due to our privacy policy, we asked that they write in from the account email to request to remove the toothpaste from their Refill Plan. Once they were able to write in from the correct email address, we removed the Large Mint Toothpaste as requested. They then asked to update their email address to the original email they were writing in from, and we stated we had to hear from the account email in order to help further, however we did not receive a response. The customer then created another account and Refill Plan on March 23, 2024, using a different email address. As the original account was not canceled and we never received a cancelation request, they were charged for both active Refill Plans. The customer can reply to the existing thread, or email us at ******************** if they have any questions.
Initial Complaint
12/13/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I bought 3 non-perishable items from the company all of which broke within the first couple of uses.The toothbrush i bought does not take or hold charge even though i have barely used it The flosser device i bought does not work properly, does not hold floss tight enough for it to be used on teeth,The floss dispenser also broke and stopped dispensing within the 2nd or 3rd use Quips customer service are completely avoiding having to respond and send automated responses that have nothing to do with the queries and customer service concerns being put to them Upon having this terrible experience i checked online (trustpilot) and hundreds if not thousands of other customers are having this same terrible experience of poor quality products that barely work and break or stop functioning after minimal use.This is an embarrassment to *** rule of law, entrepreneurship, and spirit of fairness and democracy and something should be done about it
Business response
12/20/2023
The customer reached out to us via email on September 26, 2023, informing us that while they were happy with their toothbrush purchase, their two Floss devices were not working as intended and asked for a refund. Due to a high volume of email inquiries at that time, our Customer Experience Team responded on October 05, 2023, letting them know that their order was placed on August 06, 2023, so while we couldn't issue a refund as their purchase was passed our 30-day return policy, we were happy to look in their warranty options on their Floss devices and offered some troubleshooting steps. However, the customer did not respond to us. The customer then reached out to us on December 11, 2023, informing us that all three items were now not working, and while they did not want to return their items, they did want to know more information on our warranty policy. On December 12, 2023, our Customer Experience Team responded back confirming that they were covered under our warranty for one year after purchase or for the life of an active Refill Plan, and offered to replace all three quip products. The customer can reply directly to the current email thread, or follow up with us at ******************** if they have any additional questions.
Initial Complaint
12/13/2023
Complaint Type:
Billing Issues
Status:
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.
I agreed to be billed $5.00 after about a year they started billing $20.00 I tried to dispute it but the phone number to dispute it dosent work! I try to cancel on line but I get an error message about the website. I found a phone number for the company but it says we do not offer phone support go online (a vicious circle). This is looking like a scam company!
Business response
01/02/2024
We do not currently offer outbound phone support, but per our help page, we are always happy to help via chat, or email. Refill Plans have no commitment and can be canceled at any time within a customer profile area. Customers are always able to sign in to their account by visiting getquip.com and clicking "sign in" on the right-hand side of the page. That being said, in reviewing the customer's account, we see they initially signed up for a Refill Plan containing one Brush Head + AAA battery on August 25, 2019. Their Refill Plan went into an "Unpaid" status in February of 2022, due to expired card details. Emails were sent to the customer informing them of their Refill Plan status. On February 2, 2023, the customer created a new Refill Plan containing one Brush Head + AAA battery and one Large Mint Toothpaste and in doing so, updated their card details thus reactivating their unpaid Refill Plan. Please note that with every refill order that was sent, an order processing email was sent to allow 24 hours to cancel. Our system automatically consolidated their two Refill Plans and they were charged every three months for two Brush Heads, and one Large Mint Toothpastes. That said, the customer reached out to us via email on December 12, 2023, requesting to cancel their Refill Plan. We canceled their plan as requested and confirmed with the customer on December 12, 2023. We will be unable to refund the customer for any order as all orders have passed our 30-day return policy. The customer can reach out to us at ******************** if they have any questions.

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