ComplaintsforThe Procter & Gamble Company

• Initial Complaint

  09/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This complaint is in regards to your Downy pop up event in ******** ******** ** *** on Sept 4, around 12:30-1:15 PM when I was present at the site. I got there 30 mins before the event started and the security nor your staff prompted me or my friends on where the line was, even though they saw us standing there waiting. There were no apologies given by that when we were directed. Attached are pictures of the event and slightly where the incident occurred. So after another 30-40 mins of waiting on the line, we did receive a towel and some samples but then they had the line long for other things WITHIN the event like customizating the towel, hot tea and a tennis game that wasn’t explained very well because the brand ambassador they had in charge of that does not speak good English. Since I was upset that the lines within the event were long (and b/c they did not prompt the people that already did all that was done at the event to leave. Some people left with more than one towel or many samples. So I went to the tennis game booth. The rules of the game were not explained very well and I would have brought up this issue quietly to their supervisor (as I asked for one but 2 of your other brand ambassadors (one handing out the full size soap & the one supposedly monitoring the line - the one wearing the overalls - may not have her in the picture) deemed me as a “*****” or a problem. I was upset & mentioned how long they had me wait on the original line to get into the event & asked for the full-sized bottle at that point b/c I was refused a manager. The girl w/the overalls told me she would give me the bottle but that I had to leave the event. Security was never involved or escorted me out. No manager ever told me to leave either, which is not right. I wasn’t given the chance to enjoy the rest of the event, had to leave & text my friends what happened & the ambassador told her supervisor to “watch out for me” as I left w/no problem. I want a real apology for this.

  

  Business response

  09/11/2024

  Thanks for reaching out to the Better Business Bureau and Downy.

  We're sorry to hear about this experience regarding the Downy Pop Up event. We have shared this information with our Marketing Team, and appreciate you reaching out to us regarding this. 

  We appreciate the opportunity to address your concerns.

  

  Business response

  09/24/2024

  Thank you for reaching out to our team. We would like to extend our sincerest apologies for the negative experience you had at the Downy NYC Pop-up event. Your feedback is of utmost importance to us, and we have shared it back with our activation team.
  
  We appreciate you taking the time to visit the event and want to express our gratitude for your support. To that end, please keep an eye out for an email from us directly regarding this.

  Customer response

  09/24/2024

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

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought gain family size order defense started to wash clothes noticed it is as real watery hardly any smell and the clothes I wore broke me out in hives did not want to leave a bad review since I'm a lifetime user of gai and love there products never had any problems the cashier would not let me return the time tens since I did not keep my receipt all I asked is if they could just return it or let me maybe get another one

  

  Business response

  09/05/2024

  Thanks for reaching out to the Better Business Bureau (BBB) and Gain. We’re sorry to hear about your experience with this Gain detergent, and we’d be happy to assist.
  
  This isn’t the experience we want anyone to have and we appreciate your taking the time to let us know about it. You can be assured I will be sharing this with our P&G Safety Team and with the rest of our Gain Team. Please know, safety is our top priority and all our products are thoroughly evaluated to be safe when used as directed. We recommend discontinuing use of the product. We may re-contact you to request further information. Also, please keep the product in the event we may need to retrieve it.
  
  Since we value you, please keep an eye out for an email from us directly regarding your refund.
  
  We appreciate the opportunity to address your concerns.
  

  Customer response

  09/16/2024

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

  This matter has been resolved thank you for all your help
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  8/2 5:35pm CT I logged onto ********************** to enter a rebate fulfillment for the Made to Save rebate. The details of the rebate are "Made to Save Rebate: April 1, 2024 - June 30, 2024 Offer valid for purchases made 4/1/24-6/30/24 Get $15 when you spend $50 or get $5 when you spend $20 on Participating Brands (see terms in documents). This is a limit of 2 rebates per household. I have enough product value to submit for 2 $15 rebates. When going onto the website the form stated "offer not available". I read the terms and conditions which stated the deadline for submission is 8/2 at 11:59pm ET. 8/2 at 5:37pm CT I emailed *************************** which is the email address listed on the site for rebate support informing them that the rebate form on their website was down and that I was trying to enter my rebate. When I called the rebate support phone number ************ on 8/2 in the evening it said the office had already closed at 5pm CT. 8/5, the next business day I called the rebate support phone number ************ listed on their website. I was told by the representative that the form closed 8/1 11:59pm ET. I advised I would email the terms and conditions as this is incorrect, page 2 states it closes 8/2 at 11:59pm ET. 8/19, I called back as no one reached out to me and spoke to K*** who confirmed the deadline is 8/2 at 11:59pm ET. I requested a manager contact me as I haven’t heard a response. 8/30 I called back as no manager reached out to me and was told the form closed 8/1 at 11:59pm ET. I advised I had emailed the terms to them, made them aware the form closed early, and I was within the deadline to enter my rebate. I was told that they could not help me and would not fulfill my request and to contact the chat support on **********************. 8/30 around 1:30pm I send a request for help to the chat support on the website and was able to reach an agent. I was told to contact the rebate support # again as they couldn’t assist me.

  

  Business response

  09/04/2024

  Thanks for reaching out to the Better Business Bureau (BBB), P&G. We’re sorry to hear about your experience with this rebate, and we’d be happy to assist.
  
  We’re sorry that the rebate closed before you were able to submit for it. The rebate shows it needs to be submitted online by 11:59 p.m. Eastern 11:59 Time on August 2, 2024. Since we value you, please keep an eye out for an email from us directly regarding your rebates.
  
  We appreciate the opportunity to address your concerns.
  
  
  

  Customer response

  09/10/2024

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

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Well companies like *******, ******, ******* ********, ****** and many others that sell toilet paper and paper towels. They have 40 different types of toilet paper and paper towels! I purchased paper towels recently seemingly the same brand I purchased before but it wasn't it was the same brand but different texture of paper towel. This has also happened when I purchased ******* toilet paper. I bought soft and and quilted but they have 30 different types I have yet to have the same brand of toilet paper that I did previous purchases. Sometimes I order through grocery pick up and the clerk can't tell the difference either. I know if I am having an issue with the multiple styles of toilet paper and paper towels than so are other ppl especially older people. They are doing this to do exactly that confuse us the consumer into paying the same amount for a crappier brand they offer. They should be only making a couple of brands of these items to not confuse there customers. I really hope you look into this. Just go one time to your local Walmart and go to the toilet paper isle/paper towel and you'll see how confusing it can be especially if you have multiple consumers in the isle. Not fair for us at all. Please look into this.

  

  Business response

  09/04/2024

  Thanks for reaching out to the Better Business Bureau (BBB), and we’re sorry for any confusion. Of the brands you mentioned, ****** and ******* are made by our company.   We do offer a variety of our products to try to meet the needs of all different consumers. We will share your comments with the appropriate people of our team. If you would like specific information on the different versions of the products, please visit our websites or contact us directly at the number on the packaging and we’ll be happy to assist. Also, a tip that we find works well, if you find a particular version of a product you like, be sure to take a photo of the packaging so the next time you’re shopping you can look for your favorite.
  
  We appreciate the opportunity to address your concerns.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased 10 family boxes of Puffs Plus lotion. As I removed the plastic outer layer and placed the tissue boxes in my closet, I noticed the boxes were delaminating on the side. Nearly all of the boxes are now open on the side--just sitting in my closet. I have not even torn off the top corrugate and the boxes/containers themselves have disintegrated. There is NO contact information ANYWHERE on the boxes or packages for how to contact someone at pg.com if there is an issue or concern. I was disheartened to go to their website only to find NO contact information for customers cited there, either. While I will pursue a refund for the items purchased separately, my primary concern is this vendor does not care about quality products as cited by the lack of contact details on their products --also missing from their website. I will NOT be buying PG products going forward based on their lack of customer care. Can you please engage them to begin referencing a place for customers to call with concerns on the products they are selling? The lack of customer care is alarming!

  

  Business response

  09/04/2024

  Thank you for reaching out to the Better Business Bureau regarding Puffs.  We're sorry to hear of your experience and would like to get a full understanding of this so we can assist. It would be helpful if you could reply with photos of the boxes so we can better understand the issue. It would be helpful if you provided the production code from one of the boxes, you'll find this "embossed/carved  into the paper one one of the side panels.  Finally, I'll also report the phone number is difficult to see on the boxes, it should be on the very bottom of the box, in very small print. 

  We look forward to hearing back from you and if possible, please include an email so we can communicate directly with you.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a refund for 3D Whitestrips Professional Effects due to excessive sensitivity and pain and was denied a refund because I misplaced the receipt and was unable to produce it. I offered to email the attached pictures as proof of purchase and it was denied. P & G should be pleased I did not complain to the FDA and other agencies. This company is irresponsible and does not appreciate their customers. They look for an excuse to not back up their product. I am due a refund of $40 because the attached pictures are proof of purchase and qualify for a refund.

  

  Business response

  09/03/2024

  Thanks for reaching out to the Better Business Bureau (BBB) and Crest. We’re sorry to hear about your experience and disappointment with our policies.
  
  Please know, in reviewing our records, we see you contacted us about the same issue back in 2021. At that time, you were unhappy that the Money Back Guarantee(MBG) required the receipt and UPC etc be returned and were not willing to do that, as a gesture of goodwill, we made an exception and provided a refund.  Since you experienced an adverse event, we would generally not expect a consumer to try the product again after an experience such as that. In addition, our Money Back Guarantee is once per household, per lifetime. In addition, when you reported an issue with an Oral-B toothbrush no longer working as expected, you were disappointed when we asked for the brush back, per normal process and had discarded it. Again, as a gesture of goodwill, our team assisted you.
  
  Going forward, it is important to be aligned to any return policies, money back guarantees, etc prior to purchasing any product as it is unlikely we would make additional exceptions in the future.
  
  To that end, keep an eye out for an email from us directly regarding your refund.
  
  We appreciate the opportunity to address your concerns.
  
  
  

  Customer response

  09/10/2024

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

  Austin:
  
  Reviewing your records to criticize me places you in the role of a bean-counter. It reveals you’re limited to no knowledge of business. Which is why you are not qualified to correspond to customers in the first place? If you knew the fundamentals of product development you would analyze the reasons for the returns which brings you to the conclusion this is the symptom of the problem. That is quality control and testing which was improperly implemented and the reason the three returns being defective. Your lack of understanding will not lead to a positive outcome where these products in question can be improved. More specifically, the Oral B Toothbrush was returned because it was not durable and had a short life. Criticizing me for returning this overpriced junk is unfair. The fact that I gave P & G a second opportunity to sell me the Crest 3D Whitesrtrips was made with the assumption that you made an improvement. Again, you reveal your short sightedness by stating, “we would generally not expect a consumer to try the product again after an experience such as that.”  Your assumption is without logic or merit.
  
  If you think this poorly thought out response referred to as a “gesture of goodwill”  is goodwill you are wrong. Actually it is an insult.  I suggest you think before you write. In conclusion, there is no appreciation for all the P & G products I buy and do not return. Furthermore, I returned the above mentioned items in good faith as I already pointed out the quality was not there. To suggest otherwise is unfair and unreasonable. Before you put your foot in your mouth prior to writing you next correspondence take a course in customer relations you don’t know anything about that as well.
  
  IN CLOSING I WILL END WITH THIS COMMENT: CUSTOMERS DO NOT RETURN QUALITY MERCHANDISE. WHAT CUSTOMERS RETURN ARE RESPONSES TO ARROGANT TEAM MEMBERS THAT KNOW NOTHING ABOUT BUSINESS. BE AWARE I AM SENDING A COPY OF THIS RESPONSE TO YOUR CEO AND BOARD OF DIRECTORS TO ADVISE THEM THEY SHOULD BE SELECTIVE AS TO WHO THEY HIRE TO REPERSENT P & G. YOU HAD AN OPPORTUNITY TO MAKE THIS RIGHT AND YOU FAILED ME AS A CUSTOMER.
  

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

  

  Business response

  09/10/2024

  Thank you for responding. As mentioned in our previous reply, we sent an email separately to you, advising of the onetime exception we would make. We hope you received that email on 9/3 that provided more details, if it is not in your email, check you junk or spam email, please let us know and we'll send it again. 

  Kind regards. 

  Customer response

  09/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  I have not received the $40 debit card within P & G’s refund guideline of ten days as you stated in the September 3, email you sent me. Since P & G failed to do so I request the debit card is sent to me by overnight courier. In addition, there has been no response to the email I responded to below:
  
  “Austin:
  
  Reviewing your records to criticize me places you in the role of a bean-counter. It reveals you’re limited to no knowledge of business. Which is why you are not qualified to correspond to customers in the first place? If you knew the fundamentals of product development you would analyze the reasons for the returns which bring you to the conclusion this is the symptom of the problem. That is quality control and testing which was improperly implemented and the reason the three returns being defective. Your lack of understanding will not lead to a positive outcome where these products in question can be improved. More specifically, the Oral B Toothbrush was returned because it was not durable and had a short life. Criticizing me for returning this overpriced junk is unfair. The fact that I gave P & G a second opportunity to sell me the Crest 3D Whitesrtrips was made with the assumption that you made an improvement. Again, you reveal your short sightedness by stating, “we would generally not expect a consumer to try the product again after an experience such as that.”  Your assumption is without logic or merit.
  
  If you think this poorly thought out response referred to as a “gesture of goodwill” is goodwill you are wrong. Actually it is an insult.  I suggest you think before you write. In conclusion, there is no appreciation for all the P & G products such as Crest Toothpaste I buy and do not return. Furthermore, I returned the above mentioned items in good faith as I already pointed out the quality were not there. To suggest otherwise is unfair and unreasonable. Before you put your foot in your mouth prior to writing you next correspondence take a course in customer relations you don’t know anything about that as well.
  
  IN CLOSING I WILL END WITH THIS COMMENT: CUSTOMERS DO NOT RETURN QUALITY MERCHANDISE. WHAT CUSTOMERS RETURN ARE RESPONSES TO ARROGANT TEAM MEMBERS THAT KNOW NOTHING ABOUT BUSINESS. BE AWARE I AM SENDING A COPY OF THIS RESPONSE TO YOUR CEO AND BOARD OF DIRECTORS TO ADVISE THEM THEY SHOULD BE SELECTIVE AS TO WHO THEY HIRE TO REPERSENT P & G. YOU HAD AN OPPORTUNITY TO MAKE THIS RIGHT AND YOU FAILED ME AS A CUSTOMER.”
  
  NOTE: *** ***** IT WAS CLEARLY STATED ABOVE THAT I  HAVE   
               RESPONDED TO AUSTIN’S SEPTEMBER 3, EMAIL.
               READ YOUR CORREESPONDENCE CAREFULY IN THE FUTURE AS                THIS DOES NOT LOOK FAVORABLE TOWARDS YOU!

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

  

  Business response

  09/16/2024

  Thanks for writing back and we're sorry for any confusion. The deliver time for mailings is business days, the 10th business day will be tomorrow, September 17th. You are welcome to call the bank to confirm that the card was issued and the mailing date, their number is  ###-###-####.  

  Again, we were happy to make this exception for you and we appreciate your patience in waiting for the USPS to deliver the debit card.

  Kind regards. 

  Customer response

  09/16/2024

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

  Although I appreciate your debit card response I still expect a response to the initial response. 

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

  

  Business response

  09/25/2024

  Thank you for replying, we're unsure what additional response you're requesting. Below is our initial response to the BBB, which is the same message we sent directly to you on 9/3 at 4:50 EST, although we did add the information we were sending to the reply. 

  Kind regards.

   

  
  
  Thanks for reaching out to the Better Business Bureau (BBB) and Crest. We’re sorry to hear about your experience and disappointment with our policies.
  
  Please know, in reviewing our records, we see you contacted us about the same issue back in 2021. At that time, you were unhappy that the Money Back Guarantee(MBG) required the receipt and UPC etc be returned and were not willing to do that, as a gesture of goodwill, we made an exception and provided a refund.  Since you experienced an adverse event, we would generally not expect a consumer to try the product again after an experience such as that. In addition, our Money Back Guarantee is once per household, per lifetime. In addition, when you reported an issue with an Oral-B toothbrush no longer working as expected, you were disappointed when we asked for the brush back, per normal process and had discarded it. Again, as a gesture of goodwill, our team assisted you.
  
  Going forward, it is important to be aligned to any return policies, money back guarantees, etc prior to purchasing any product as it is unlikely we would make additional exceptions in the future.
  
  To that end, keep an eye out for an email from us directly regarding your refund.
  
  We appreciate the opportunity to address your concerns.

  Customer response

  09/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  My response is clear if you do not understand it I am not surprised. That's why companies are not hiring recent graduates because they consider them unmotivated with poor communication skills. This is best that our Woke Universities can produce. Read it again and maybe it will sink in. If it does not tell your CEO to figure it out.
  
  ******* *********
  

  

  Business response

  09/26/2024

  Customer has confirmed receipt of the debit card in a previous response. We hope this resolves his concerns.

  Customer response

  09/27/2024

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

  IT’S TIME TO RESPOND TO EACH OF MY POINTS WHICH YOU REFUSE TO DO OR CANNOT COMPREHEND. ALL YOUR RESPONSES ARE INCOMPLETE. CEO M******’S RETIREMENT PAPERS SHOULD BE PLACED ON HIS DESK TODAY. HE IS UNABLE TO MANAGE YOU AND YOU’RE ASSOCIATES WHO FAIL TO PROTECT YOUR BRAND BY TAKING CONSTRUCTIVE ACTION. YOU ARE UNQUALIFIED TO REPRESENT THIS COMPANY DUE TO YOUR FAILURE AND ABILITY TO FORMULATE PRODUCT IMPROVEMENT.  BLAMING YOUR CUSTOMERS FOR RETURNING YOUR DEFECTIVE, POOR QUALITY PRODUCTS IN TFHE END WILL DECREASE THE VALUE OF YOUR STOCK. GO SEE WHAT THE CEO OF AT&T DID TO THEIR STOCK, IT’S DOWN 50% FROM 2021.  I WILL BE INFORMING THE BD. OF DIRECTORS THE NEED FOR NEW LEADERSHIP. BE ADVISED THIS COMPANY NO LONGER HAS MY TRUST.  
  ******* *********
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unresolved Refunds for Cancelled Orders and Lack of Communication Dear Better Business Bureau, I am filing a complaint against Crest Oral-B's ******* (****************) due to unresolved issues concerning our ******* account (Account Number: **********). In June 2024, Crest Oral-B unexpectedly closed our account and cancelled multiple orders without any prior notice. These orders were returned to the sender, yet we have not received refunds for any of these transactions, nor have we received any communication from Crest Oral-B despite repeated attempts to contact them. Cancelled Orders and Amounts: Order Number: ********** - $5,518.41 Order Number: ********** - $2,759.20 Order Number: ********** - $2,759.20 Order Number: ********** - $2,759.20 Order Number: ********** - $2,759.20 Order Number: ********** - $2,759.20 Order Number: ********** - $2,759.20 Order Number: ********** - $2,759.20 Order Number: ********** - $2,759.20 Order Number: ********** - $2,759.20 Order Number: ********** - $3,941.80 Order Number: ********** - $3,941.80 Order Number: ********** - $3,941.80 Order Number: ********** - $3,941.80 The total amount due for refunds is $44,358.01. We request immediate processing of these refunds and clear communication regarding our account status. The lack of response from Crest Oral-B has caused financial strain, and we seek the BBB’s assistance in resolving this matter swiftly. Thank you for your attention to this issue. Sincerely, **** **** ** ****** ***** Crest Oral B *******

  

  Business response

  08/29/2024

  Thank you for reaching out and we're sorry to hear of the issues you've had. We have forwarded your report to the Professional Dental Division as we do not have access to their records or policies, we expect them to reach out to you in the coming weeks.

  Kind regards.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an electric shaver and it doesn't do as advertised. I called the company and was told to call Braun and fill out paperwork and I would be notified in 48 hours to receive instructions and label to return. It has been 13 days and I have heard nothing!!! I responded again to them and was told check my "Spam". There is nothing in there also. I am totally disgusted and want an immediate resolution includig a full refund. My confirmation number for this is #24941549 Apparently, Braun and Procter and Gamble as one as is Gillette for this product which is "Gillette Venus Rifle Paper Company - Braun Silk-epil 3

  

  Business response

  08/29/2024

  Thank you for contacting the Better Business Bureau (BBB) and Braun.
  
  We are very sorry to hear about your experience. After looking into this further, it appears that your submission was denied because, this product is considered a Venus product, not covered under Braun. We are sorry for any confusion this caused and appreciate the feedback. Because we value you as a consumer, please look for an email from our Braun team with details about how we can further assist.
  
  We appreciate the opportunity to address your concerns.
  

  

  Business response

  09/03/2024

  Thank you for writing back and we're sorry for any confusion. We've attached the email that was sent on 8/30, you'll see the date and information in the attachment.

  Kind regards. 

  Customer response

  09/03/2024

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

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 2 boxes (*********** + ***********) of Oral-B "REPLACEMENT BRUSH HEADS," each containing 10 heads, on 1/4/2024 from ****** via *********. The timing of my purchase was driven by a promotional discount (list price $59.09 vs discounted price /$48.09/box, see uploaded receipt). I didn't need to use the brush heads at the time of purchase as I still had a couple in reserve. When I recently went to open the boxes having run out of my existing supply, I discovered that none of the brush heads fit my Oral-B iO Series 9. I did not realize until then that there were differently shaped heads for different Oral-B toothbrushes. I checked both boxes and the only description thereon is "REPLACEMENT BRUSH HEADS," no mention or warning of compatibility with only a subset of Oral-B toothbrushes. I called Customer Service @ ###-###-####, today 8/20/2024. The agent I spoke with was very agreeable and tried hard to assist me. He informed me that the company's very strict policy is that refunds are only available within 60 days of purchase. I explained to him the practical reason for my late discovery of the problem. He asked for and received the barcodes (**********, **********) and another unlabeled ID # (**********, **********) (see uploaded pictures of all sides of both boxes). He asked me to look for a compatibility description/warning that he believed was printed on the package and I found none. He consulted with his supervisor because he was sympathetic to my cause. In the end, he could only offer me one coupon for a discount on purchasing more replacement heads. I am following up on this because the rigidity of the refund policy is arbitrary and grossly unfair given that I had no way of knowing that I purchased a product I cannot use and I did not have reason to find out until too late. I hope that your intervention can result in me exchanging the heads I have for 20 compatible ones and that the company adds compatibility information/ warning to its packaging.

  

  Business response

  08/22/2024

  Thank you for contacting the Better Business Bureau (BBB) and Oral-B.
  
  We are very sorry to hear that the brush heads you purchased were not compatible with your toothbrush. It appears that your purchase date is not eligible for the Money Back Guarantee. However, since we value you as a consumer, please look for an email from our Oral-B team with more details about how we can assist.
  
  Again, we are sorry for your experience and appreciate the opportunity to address your concerns

  Customer response

  08/28/2024

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

  The business wrote, through you, on 8/22/2024, "please look for an email from our Oral-B team with more details about how we can assist."

  Today is 8/28/2024 and I have just searched my email inbox, including spam for anything from Oral-B or Procter and Gamble and I cannot find any email from the "Oral-B team."

  I am therefore "rejecting" the Business' Response, as your system puts it, only in the sense that the offer of assistance they said they were going to make has not materialized in any shape or form so I cannot even have an opinion on it, let alone "accept" it.

  I still am puzzled by P&G citing the date of purchase as an immutable rule when it is unreasonable in the context of their packaging missing crucial information and me having a logical and legitimate reason for discovering the problem late. 

  Thank you.

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

  

  Business response

  08/29/2024

  Thank you for letting us know our email was not in your inbox, that is most unusual. Attached is the email, showing the date it was sent, I hope this helps with the next steps to assist you.

  Kind regards. 

  Customer response

  08/30/2024

  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. 
  

  Per P&G/Oral-B offer to make a one-time exception and refund my purchase after receipt of the merchandise, I have shipped it to the specified address. I look forward to receiving a full refund for the purchase and shipping cost.

  Thank you, BBB, and P&G/Oral-B for resolving my issue promptly and equitably .

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

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2 packs of Pampers Bluey Easy ups from ****** for a total of $36.99 each and I paid in total $73.98. My special needs 5 year old daughter developed a horrible rash from the pampers easy up. Pampers will only refund me $58.98 because ****** gave me a $15 gift card. ****** giving me a gift card was irrelevant because I still paid $73.98 and it cost me gas to get to the store. I. Haven't even received the promised refund of $58.98 either. I want my full refund I paid $73.98.

  

  Business response

  09/04/2024

  Thank you for reaching out and we're sorry for your disappointment. Please know when a discount is used or a gift card is awarded for a purchase, if the item is returned or a refund is requested, standard practice is to deduct the value of the discount or value of the gift card since the savings was provided at the time or purchase or later when the gift card is used. As a onetime gesture of goodwill, we will assist this time, but please note we would not make an exception in the future. Please look for a mailing form us in the next 10-14 business days.

  Kind regards. 

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