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Business Profile

Hygiene Products

Edgewell Personal Care

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hygiene Products.

Complaints

This profile includes complaints for Edgewell Personal Care's headquarters and its corporate-owned locations. To view all corporate locations, see

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Edgewell Personal Care has 3 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/08/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Issue #1: Edgewell personal Health care is not taking responsibility despite all information, pictures and proof of purchases provided.
      Issue #2: Edgewell personal health care does not care about customers who suffered facial cuts from lower quality products (****** ***** *) sold and NOT advertised as lower/different quality sold via third parties.
      Issue #3: Disappointing and dismissive responses with NO reimbursement provided.

      ********** *.- Consumer Response Representative
      Case# *******
      This representative was playing with me by asking more and more information (which was fully provided), having discussions over the phone and never proceeded with the reimbursement. I wasted my time by alerting Edgewell personal Health care about these issues and they do not seem to open an investigation, address the issues or facilitated a reimbursement.

      Purchases: proofs of purchase and pictures attached.
      The total purchased were *** 117.27 and *** 96.63 (Total *** 213.90)


      Best,

      Customer Answer

      Date: 08/13/2024

      I just received a check from Edgewell for the requested amount. 

      In a letter signed by Barry M, they mentioned that it is difficult to know the quality issue I raised for not having the item.

      Edgewell did not offered to send a paid post to investigate as I told them I have all items.

      They have not addressed the quality issue and would like to continue with the complaint.

      *******

      Business Response

      Date: 08/15/2024

      ****** *** ****
      ********* * ********
      **** ****
      We are in receipt of
      Complaint #********, received on Thursday, August 8, 2024,
      from Mr. ******* ********. Below is a summary of the interactions and our
      resolution to the complaint:
      On July 17, 2024
      Mr. ******** reached out to Edgewell and let us know he was not happy with his ****** ***** * purchased on ******.
      Edgewell responded asking for more information about his experience and pictures of the product. 
      Mr. ******** replied with photo’s of the product and receipts, however the receipts did not show breakdown of the purchases.
      On July 18, 2024 Edgewell responded to Mr. ******** letting him know we needed additional proof of purchase information for ALL products (razors) to assess the requested refund.
      On July 19, 2024 Mr. ******** replied stating he wasn’t pleased with the additional ask. 
      On July 23, 2024 Mr. ******** replied with ****** receipts.
      On July 30, 2024, Edgewell issued a curtesy refund; typically, it takes 7-10 days via mail for the consumer to receive.


      Sincerely,
      Heather K****
      Senior Manager, Post Market Surveillance

      Customer Answer

      Date: 08/15/2024



      Complaint: ********

      Dear Heather K**** and BBB manager,

      I Hereby confirm I have received a cheque as a reimbursement. I am grateful for this.

      ON the other hand, I am not the only one who experience this issues and Edgewell has not addressed my concerns.

      Has they reduce the quality, change the manufacturing or procedure how the ***** * blades are being produced/sharpened? 

      Have they use recyclable material??

      What is the explanation for such changes?


      These are the fundamental reasons I am rejecting this response.



      Sincerely,



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

      Business Response

      Date: 08/21/2024

      ****** *** ****
      ********* * ********
      **** *** ******* *** ****
      Thank you for your email. I’m relieved to hear that the
      reimbursement issue has been resolved. I truly appreciate your patience
      throughout this process.
      I understand and empathize with your concerns regarding the
      ***** * blades. Your feedback is incredibly important to us, and I want to
      address each of your points with the attention and care they deserve.
      Regarding the quality and manufacturing of the ***** *
      blades, I want to reassure you that there have been no changes to the quality
      or the manufacturing process. We are dedicated to maintaining the high
      standards you expect, and any differences you are experiencing are not due to
      changes on our part. The sharpening and production procedures remain the same,
      and if you are noticing any issues, they are not a result of modifications in
      our processes.
      While the ***** * blades currently do not use recyclable
      materials, we are committed to making advancements in this area and will keep
      our customers updated on any future developments. We are actively working on
      reducing plastic waste and improving recyclability in our products. For some of
      our products we’ve switched to paper-based cartons, cutting down on plastic and
      material use.  For more information about
      how we are supporting recycling, please see our Sustainability Report  - ****************************************************************************************************************************
      I understand that the gel reservoir's longevity may not
      always meet your expectations. Factors such as moisture and drying conditions
      can affect its performance. To help preserve the lubrication, we recommend
      storing the cartridge away from water after use. Additionally, the removal of
      Titanium Dioxide has changed the gel reservoir's appearance to a greyish hue,
      but please be assured that this does not impact the performance of the
      lubrication strip. The functionality remains consistent despite this visual change.
      We genuinely value your feedback and are committed to
      improving our products. Your satisfaction is very important to us. If you have
      any more questions or if there’s anything else we can assist you with, please
      don’t hesitate to reach out to us directly at *************, Monday through
      Friday, between 8 am and 6 pm Eastern Time.
      Thank you,
      Edgewell Personal Care

      Customer Answer

      Date: 08/21/2024



      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.

      Hope Edgewell make the necessary changes for quality assurance. So far, customers like myself do not have a good experience for when the ***** * were released.



      Sincerely,



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

    • Initial Complaint

      Date:06/27/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      My family was in ******* for 7 days end of May. My kids are adults and all flew with carry on and we met in *******. I checked a bag and brought all the sunscreen - ****** **** *** ** and below. My kids are fair skinned and extremely cautious in the sun. They put on the products and waited 20-30 minutes to allow it to dry. Then they were in the sun for 30-45 minutes and we were concerned seeing how "pink" they got so quickly. That night both kids were burnt. My husband and I were using *** *** and did not burn. I contacted the company, filled out all the lengthy and at times invasive forms and sent all the pictures of the 4 cans of sunscreen with the UPC codes, the lot codes and expirations. I delivered everything they requested and I get an email that says "thanks, we have sent the information to the appropriate departments and if there is anything else you need, let us know". I wrote back saying there was a lot more I needed like why were they not retrieving the cans and testing them, were was my refund for spending $40 on sunscreen. I have sent 2 responses and they are NOT replying at all. I want to send the poor product in at their shipping cost and receive a refund.

      Business Response

      Date: 07/08/2024

      July 5, 2024
      Complaint # ********
      Dear BBB,
      We are in receipt of
      Complaint #********, received on Thursday, June 27, 2024, from Ms. *** *****. Below is
      a summary of the interactions and our resolution to the complaint:
      On June 8, 2024, Ms. ***** reached out to Edgewell and let us know she and other family members had sustained a sunburn after using several of our Banana Boat products.
      On June 10, 2024, Edgewell responded asking for more information about their experience, medical form (detailing exact details of the events, medications, and other relevant information to the events) and pictures of the product and impacted areas of the sunburn. 
      On June 12, 2024, Ms. ***** responded back with photos of the product and the medical form, Ms. ***** was unable to provide photos of the impacted areas of the sunburn
      Ms. ***** did not request a refund at that time.
      Our on-staff nurses reviewed the case based on the information available, and determined there was no need to escalate further.
      On June 14, 2024 Edgewell responded letting Ms. ***** know we had received her response and shared the information with our team.
      On June 14, 2024, Ms. ***** responded wanted to know why we didn’t need the product back. 
      Ms. ***** did not request a refund at that time.
      On June 26, 2024 Edgewell responded letting Ms. ***** know the reason we were are asking for additional information about their experience and the product that was used, is so we can go back and review our product batches in house taking into consideration the same conditions that they experienced. The information provided was sufficient, we did not need the product back to complete our investigation.
      On July 5, 2024, Edgewell issued a curtesy refund; she should receive in 7-10 days via mail.


      Sincerely,
      Heather K****
      Senior Manager, Post Market Surveillance

      Customer Answer

      Date: 07/10/2024

      I find Edgewells response quite sadly distorted since it is all in writing on my side.  Until contacting BBB, the Edgewell company (maker of Banana Boat sunscreen) was going to ignore any offer of refund, coupon or even a decent response.  MY EMAIL to them referred to the $40 worth of sunscreen purchased and they completely did not respond.  Edgewells request of information is designed to overwhelm most consumers with pages and pages of information (some of which is HIPPA level issues) so that the consumer gives up.  Although I will close out the case of Banana Boat failure and Edgewell, it is ONLY because the BBB notified them that they have decided to reply.  Thank you BBB for being on the consumer side when companies like this one have lost their way when it comes to the consumer.

      Customer Answer

      Date: 07/10/2024



      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.  Edgewell did respond AFTER they were contacted by the BBB and have suggested that a refund check is in the mail.  If not received, I will come back for further help.  Thank you BBB as it was only after YOU contacted the company that they responded correctly to a major complaint.



      Sincerely,



      *** *****

    • Initial Complaint

      Date:08/28/2023

      Type:Product Issues
      Status:
      Answered
      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.
      We bought ****** **** Kids Spray Sunscreen. We applied the Product based on the instructions on the can. Within 15 mins we were burned pretty well. I contacted ****** ****. Submitted all the information they requested. Product ***, Product name and code with pictures. 2 weeks went by and I did a follow up. With a response of no further information and requested how much longer I should wait. With ZERO response. This is unacceptable that I am being ignored. This isn't something to brush off. The product did not work what I had purchased. It resulted in injury and pain. Being ignored by the company is completely unprofessional.

      Business Response

      Date: 08/29/2023

      August 29, 2023
      Complaint #*********
      Dear BBB,
      We are in receipt of
      Complaint #*********, received on Monday, August 28, 2023, from Mr. ***** *****. Below is a summary of the interactions and our resolution to the
      complaint:
      On July 23, 2023, Mr. ***** reached out to Edgewell and let us know he had sustained a sunburn after using one of our ****** **** products.
      On July 24, 2023, Edgewell responded asking for more information about his experience, medical form (detailing exact details of the events, medications, and other relevant information to the events) and pictures of the product and impacted areas of the sunburn. 
      We did receive a response back the same day from Mr. ***** with photos of the product, but we have yet to receive the Medical Form detailing the events or images of the sunburns. 
      Mr. ***** did not request a refund at that time.
      Our on-staff nurses reviewed the case based on the information available, determined there was no need to escalate further.
      On August 12, 2023, Mr. ***** reached back out asking what was being done about this case.
      On August 14, 2023, Edgewell responded letting Mr. ***** know all our products are uniquely formulated and rigorously tested to meet the claimed SPF as required by government regulated sunscreen standards and in compliance with these regulations. We also asked Mr. ***** to please clarify what additional information he was requesting. 
      We did not hear back from Mr. ***** after this correspondence.
      On August 28, 2023, Edgewell reached back out to Mr. ***** and left a message.  We have not heard back from Mr. *****.  We issued a curtesy refund; he should receive in 7-10 days via mail.


      Sincerely,
      Heather K****
      Senior Manager, Post Market Surveillance

      Business Response

      Date: 08/29/2023

      August 29, 2023
      Complaint #*********
      Dear BBB,
      We are in receipt of
      Complaint #*********, received on Monday, August 28, 2023, from Mr. ***** *****. Below is a summary of the interactions and our resolution to the
      complaint:
      On July 23, 2023, Mr. ***** reached out to Edgewell and let us know he had sustained a sunburn after using one of our ****** **** products.
      On July 24, 2023, Edgewell responded asking for more information about his experience, medical form (detailing exact details of the events, medications, and other relevant information to the events) and pictures of the product and impacted areas of the sunburn. 
      We did receive a response back the same day from Mr. ***** with photos of the product, but we have yet to receive the Medical Form detailing the events or images of the sunburns. 
      Mr. ***** did not request a refund at that time.
      Our on-staff nurses reviewed the case based on the information available, determined there was no need to escalate further.
      On August 12, 2023, Mr. ***** reached back out asking what was being done about this case.
      On August 14, 2023, Edgewell responded letting Mr. ***** know all our products are uniquely formulated and rigorously tested to meet the claimed SPF as required by government regulated sunscreen standards and in compliance with these regulations. We also asked Mr. ***** to please clarify what additional information he was requesting. 
      We did not hear back from Mr. ***** after this correspondence.
      On August 28, 2023, Edgewell reached back out to Mr. ***** and left a message.  We have not heard back from Mr. *****.  We issued a curtesy refund; he should receive in 7-10 days via mail.


      Sincerely,
      Heather K****
      Senior Manager, Post Market Surveillance

    Edgewell Personal Care is NOT a BBB Accredited Business.

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