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Business Profile

Wholesale Toiletries

Beiersdorf, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Toiletries.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:06/24/2025

    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.
    Purchased a jar of ******** skin repair. Has been going soggy for a few weeks. Expiration date ia 4 months away. Company playing gamea.

    Business Response

    Date: 06/24/2025

    **** *** ****

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

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

    In response to the
    Better Business Bureau case ID 23505410 from consumer ******* ******.  

    ******* ****** initially contacted our Consumer Care Team via our **************
    Contact Us form on Friday, June 20th to indicate she was not
    satisfied with a ******** Healing Ointment 14 oz. product she had purchased
    that had thinned out. The initial Contact Us submission arrived with a
    photograph of the front of the jar, and we contacted the consumer on Sunday,
    June 22nd asking for the batch code from the jar, as this is
    valuable information for our Quality Assurance Team.

    ******* ******
    kindly then submitted 4 additional photographs, one of which contained the
    batch code, and we then processed a letter and free product coupon, up to a
    maximum value of $25.50. This coupon should arrive by mail in 7-10 business
    days, or sooner. If ******* ****** prefers a refund check, we ask that she
    contact us again, and we will send this out separately by mail.

    It may be helpful
    for the BBB to know that Beiersdorf Inc.’s current address is now: (we
    relocated from the ******* ** address several years ago)
    Beiersdorf Inc.
    * ******** ****** **** *****
    *** ******* *****
    ********* ** *****

    If you have any
    questions, please don’t hesitate to contact me directly at ###-###-#### or ****************************

    Sincerely,

    Eileen T*****
    Senior Manager, Consumer Care
    Beiersdorf, Inc.

    Customer Answer

    Date: 07/01/2025

    I am waiting for promised coupons which have not arrived!

    Customer Answer

    Date: 07/02/2025

    Thank you for the follow-up communication. The coupons were mailed on June 24th 2025, by **** ****** Mail to: ******* ******, ***** ** ** ******* ******** ****** ** *****. Please confirm back that this is the correct address. Once again, thank you for contacting us. 

    Eileen T*****, Senior Manager, Consumer
    Beiersdorf Inc.

    Business Response

    Date: 07/02/2025

    Please provide confirmation that we have used the correct mailing address. If the coupons do not arrive by today, we will resend them by ******* ******* to the same address we noted in our earlier reply. We appreciate your assistance in this matter.

     

    Eileen T*****, Senior Manager, Consumer Care

    Beiersdorf Inc.

    Customer Answer

    Date: 07/02/2025

    Address is

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

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

    ********

    Business Response

    Date: 07/02/2025

    The consumer has confirmed her mailing address. We will resend the letter and coupons by ******* *******. With the July 4th holiday in mind, the coupons should be delivered by July 7th, the latest July 8th.

    We apologize that you did not receive our initial mailing sent by **** ****** first class mail.

    Best regards,

    Eileen T*****, Senior Manager, Consumer Care

    Beiersdorf, Inc.

  • Initial Complaint

    Date:03/20/2024

    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.
    Purchased ******* ***** ********** **** ****** - Broad Spectrum SPF 30 - Moisturizes and Protects Sensitive, Dry Skin - 4 fl. oz. . Face lotion bad quality. Does not work like product description. Leaves white film on face and burns face. Want reimbursement check sent to me for purchase price of $12.24. Thank you,

    Business Response

    Date: 03/20/2024

    In response to
    your notification regarding your case ID of ******** from consumer **** ***** (or **** ******), please be advised that his email about our ******* product was in
    fact received by our Consumer Care Team on March 19, 2024 and we responded back by email requesting the batch code from the product he purchased.

    Please be assured
    we stand behind our products and strive towards the satisfaction of our
    consumers.  We will send a refund check once we have the correct spelling of his last name and the batch code number from the product.

    If you have any
    questions, please don’t hesitate to contact me directly at ###-###-#### or ****************************

    Customer Answer

    Date: 03/21/2024

    correct spelling of last name is ****** 

    bath code number *************

     



    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.




    Sincerely,



    **** ******

  • Initial Complaint

    Date:11/15/2022

    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.
    My husband bought this product at **** food store in **** **. They are located on ****** *** ******** **** ** **** *******. It was the product aquaphor healing ointment. The upc number is ***** ***** . The lot number is hard to see for me . And the lotion is very waterer and it is leaking water out of the tube. We paid $20.00 dollars because we bought 1 of them. We just want our money back or a replacement lotion. We are recovering from covid and we are on oxygen. We are a disabled couple. We are on social security disability.
    Resolution, we want our money back please. Or a replacement lotion because of it being waterer . It was the first time we tried this product. Thank you.

    Business Response

    Date: 11/15/2022

    Hello ********,

    Thank you for your recent message regarding your experience with Aquaphor Healing Ointment. We will be sure to share the information you provided with our Quality Assurance Team. Our Consumer Care Team has sent you a follow-up email. Once we hear back, we will be happy to issue you a refund check for the product. Please allow 7-10 business days for the refund to arrive. Once again, thank you for making us aware of your experience. 

    Eileen T*****, Senior Manager, Consumer Care
    Beiersdorf Inc.

    Customer Answer

    Date: 11/23/2022

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

     

    We have not heard from the company at all. Thank you 

    Business Response

    Date: 11/27/2022

    Hello BBB and ******** - we previously had this email exchange with ********, and sent her a refund check for $20.00 by mail. See email exchange below from November 17, 2022. Please call ###-###-#### and ask for me, Eileen if we have not resolved the problem. Thank you, Eileen T*****, Senior Manager, Consumer Care

     

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    Eileen T*****
    November 17, 2022 at 12:33 PM
    Case
    Case closed
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    Eileen T*****
    November 17, 2022 at 12:33 PM
    Email
    To: ******** SaathoffView Details
    Actions for this Feed Item

    Hello ********,

    Thank you for your follow-up email regarding Aquaphor Healing Ointment 7 oz.

    We have sent the letter and refund to the address you provided to us in your email. Thank you again for checking back in.

    If you have any other questions or comments, please call us at ###-###-####. Our phone lines are open Monday to Friday, 9:30 am to 4:30 pm EST.

    Thank you for taking the time to contact us.

    Cordially,

    Sam
    Beiersdorf Consumer Care Team
    Beiersdorf Inc.

     




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

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

Beiersdorf, Inc. is NOT a BBB Accredited Business.

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