Complaints

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.

• Initial Complaint

  Date:06/23/2025

  Type:Order Issues
  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 can concur with others that have filed a complaint against this company:1. The company is falsely operating and advertising under the name of ************************** but are not associated.2. The dental equipment is a childs toy at best. It is not dental equipment. It does not clean teeth. My dentist STRONGLY advised against using the "toy" on my teeth.3. The company will not answer emails and has a voicemail stating all operators are busy when you call. 4. They ignore all responses associated to refunds or returns.5. The company is actually an international company that is running a scam on US consumers.I am seeking $61.18 as a refund. I will happily pay to return this trash to the distributor.

  Customer Answer

  Date: 06/24/2025

  
  
  Better Business Bureau:
  
  
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID 23506046.

  The business fully refunded my credit card of all charges on 06/24/25.

  My issue is resolved and my complaint can be closed. 

  
  
  
  Sincerely,
  
  
  
  Monya Ortega

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  *********** presents itself online as a maker of a revolutionary new toothbrush sold at a high price. It's name is confusing to consumers and indeed, I thought it was the same maker as the very popular and well-established Phillips worldwide brand ***************** toothbrush. The consumer confusion led me to purchase the Sonic Brush product in reliance on the Phillips brand. I made the purchase online on Nov. 21, 2024. I also bought the Sonic Brush V5 disinfection box, as well as an additional Sonic Brush replacement mouthpiece. The total I paid was $84.97 (American dollars). My order number was *****. The order took a long time to arrive, and when it did, I immediately noticed that the "disinfection box" was actually just some piece of broken cheap plastic/not any UV disinfection or otherwise. I tried the brush and it did not clean my mouth at all - not at all. It's a total sham. I emailed Sonic-Brush at the contact email on their website to describe the issue and received an odd response asking me to send photos. I replied with the order photos email that showed the items I received and paid, and demanded to get info on how to return and refund. I never received another email and now the company has stonewalled me, which objectively is not good faith given their website says consumers only have 14 days to return. They are purposefully burning up the return time window. I advised the company by email that I would be filing a BBB complaint and an *** complaint for consumer fraud. They are trading on the Phillips brand to sell a junky plastic fake product and to rip consumers off. When I try to call their phone number - based in *********, although the address for the website is ******, nobody answers. The company is online selling to consumers at a high price broken and/or not working products at all and confusing consumers to think it is affiliated with or is the Phillips Brand. I want a refund for sure, and Phillips brand should be notified of this mimic, too.

  Business Response

  Date: 12/17/2024

  Complaint Case #: 22678679
  Consumer: ****** *****
  Internal case number: 60-0037830852
  
  Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database. 

  In researching further, we found that ****** Nuchos concern was related to a product issue with ***************, not Philips Sonicare. We informed the consumer that, as this involves a different retailer, we are unable to assist her. Ms. ***** understood the situation and thanked us for our efforts in reaching out to her.

  
  Please advise them to call our ******************** at ************** if they have any questions, and provide the internal case number referenced above. Or, if they need direct assistance regarding this matter,they are welcome to contact us at the number or email provided to them anytime M-F between 9-6 EST.

  
  We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.
  
  Sincerely,
  ******** ********
  Presidential Liaison
  Philips North America

  Customer Answer

  Date: 12/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and as I have already reached out to you, I never filed a BBB complaint re Phillips. My complaint was properly filed re ***************, and you (BBB) mishandled and interally changed it to be re Phillips. The BBB needs to make the correction on its end, as my original complaint clearly identifies *************** and was not and is not re Phillips at all. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:01/11/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 December 17, 2023 I purchased the Sonic Brush Pro w/ Extra Mouth Tray bundle (order# T2072655) online from www.trysonicbrush.com. The product was listed as in stock with a delivery time of 3-4 business days. As of today, January 10, ************************************************* an update of any kind. I have repeatedly attempted to contact the company through email, direct message, and phone with no answer or response.

• Initial Complaint

  Date:01/11/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered 2 Sonic Brush v5 on November 27th. I got notice that it shipped on December 3rd. On Dec. 16th, I received a notice that the shipment failed and was returned to sender. I contacted the company via their contact email, initially requesting them send out my shipment and did not get a response. Since then, I have reached out to them with 3 additional emails, now asking for a refund. I have never heard back from the company and am unable to find any other way of contacting them. I spent over $100 for nothing, and I would like my money back!

• Initial Complaint

  Date:01/05/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Yes. I ordered the sonic brush in pink plus a extra mouth piece. I placed the order on 12/21/23. The total of the order was $51.96. of course they took my money right away. So it's 1/5/24 have not got my order. I have probably tried at least maybe 10 times to contact them. Finally I got a response and they said they looked into it and my order basically doesn't exist. So no more contact with them. At this point I just want a refund. They are just a bunch of scammers. Their customer service *****. I think they think I will go away. But I'm on a fixed income. I want my money back. PLEASE can you help me. I would so appreciate it.