Business Profile

Electronic Equipment Dealers

Philips Healthcare

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

168 total complaints in the last 3 years.
46 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.

Initial Complaint
Date:06/19/2025
Type:Customer Service Issues
Status:
AnsweredMore 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 cancelled their service in January 2024 after the death of my father. They continued to charge my CC. I made several phone calls early in 2024 to resolve. They continued to charge my CC so I had my card issuer stop making payment. I have recently begun receiving multiple robocalls, several times a week, from 'accounting' to "correct" my information on file. Calls have been as early as 6:30 AM.
Business Response
Date: 06/27/2025
Complaint Case #: 23490698
Consumer: ****** ********

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 discovered that Mr. ***** contacted us with concerns regarding a Philips Lifeline. However, since he did not provide any product details, we reached out to him for product verification.His case was then escalated to the appropriate department for further review and assistance.

Please advise them to call our ******************** at ************** if they have any questions. 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: 06/27/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

The provided response does not apply to my complaint. Although my name is in the header, please reference the second paragraph of said response that references a Mr. ****** and requested product information??? It appears this is a cut and paste from another, unrelated complaint.
FAQ

Regards,
******

Business Response
Date: 06/30/2025
Complaint Case #: 23490698
Consumer: ****** ********

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 discovered that Mr. ******** had contacted us regarding concerns related to the billing of his Philips ******** services. The matter has been escalated to the appropriate department for comprehensive review and resolution.

Please advise them to call our ******************** at ************** if they have any questions. 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
Initial Complaint
Date:06/18/2025
Type:Service or Repair 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 got this razor and warrantied it and got the ****** as a gift - contract id Contract ID UG3I411Wg - ******/88 it doesnt work and shuts off so i called philips norelco and told them i registered it and its under warranty and they told me it cant be replaced because its not under warranty which it clearly is - the product doesnt work and all i want is a working product and they would not help me to replace the item after calling numerous times and speaking with mgmt - the model and info are above and the warranty and company is a scam with their bullcrap guarantee Philips warrants its products for a specific period of time after the date of purchase. Defects due to faulty materials and workmanship will be replaced at the expense of Philips
Business Response
Date: 06/27/2025
Complaint Case #: 23487482
Consumer: Frank Fasolo Iv
Internal case number: 60-0038607536

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 Mr. Fasolo had
contacted us regarding an issue with his Norelco Prestige Shaver, which he
reported was not powering on. After completing a thorough troubleshooting
process, we followed our standard procedure and requested that he return the
original product before a replacement could be issued. However, at Mr. Fasolo’s
insistence on receiving the replacement first as an exception, we accommodated
his request and sent a full-box replacement. The replacement was successfully
delivered to Mr. Fasolo on 06/25/2025.

Please advise them to call our Consumer Care Center at
1-888-744-5477 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,
Shobhika Vasistha
Presidential Liaison
Philips North America
Customer Answer
Date: 06/27/2025
[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 have determined that the response does satisfy my issues and/or concerns in reference to complaint #23487482. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
box shipped was loose, and the item was actually outside of the box in the box that it came into and was thrown out, and I had to go back and look for the item, initially the item was not in the box. All good.

Regards,

Frank Fasolo Iv
Initial Complaint
Date:06/16/2025
Type:Delivery 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 placed the order on May 30 for a Sonicare toothbrush but havent received anything yet. I tried calling the support line several times but havent receievd any help. I have been hung up on multiple times. I am frustrated with the situation. I want my order in 2 days or want my money back else i will escalate this further.
Business Response
Date: 06/23/2025
Complaint Case #: 23477333
Consumer: ******* *****
Internal case number: 60-0038607196

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 have determined that Mr. ***** had reached out regarding his Philips Online Store Order. We tried contacting ******** several times however, we have not received any response. At this point, we have closed this case. If Mr. ***** contacts us in the future, we will be happy to re-open her case in order to assist him.

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: 06/23/2025
[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 have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******* *****
Initial Complaint
Date:06/05/2025
Type:Product 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 spoke to the ********************* today, a woman named **** said the warehouse received my electric toothbrush handle, which was unusable & within the warranty period, & authorized to return. She noted the box was received 5/13/2025 @10:29am via ****** This should've resulted in a replacement item or coupon to get a new one. She said the back office team hasn't received verification the item was delivered. I said isn't 20 days adequate as I was originally told 7-10 days. She said she only can read what the back office team sends her. I asked for a supervisor, none available. Please help me.
Business Response
Date: 06/11/2025
Complaint Case #: 23408831
Consumer: *** *******
Internal case number: 60-0038384783

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 Mr. ******* had contacted us regarding an issue with his Sonicare Diamond Clean 9000 toothbrush, reporting that the shaft was loose. After confirming the return of the original unit for evaluation, we proceeded to offer Mr. ******* a full-box replacement. Since the original model was no longer available, we offered the Sonicare Diamond Clean 9300 as a substitute, which was delivered to Mr. ******* on 06/11/2025.

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: 06/12/2025
[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 have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*** *******
Initial Complaint
Date:05/02/2025
Type:Service or Repair 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 received at Philips-Sonicare Prestige 9900 toothbrush as a gift. It was a very nice and expensive gift (retails for $400 apparently). Recently it randomly stopped working so I reached out to have it serviced. They said they do not do repairs on them for hygiene reasons and then proceeded to check for warranty. I did register the item and complete the warranty information as directed only. I was even told I'd receive an extended warranty, which was great!Then I was told that the item would not be warranty'd because I don't have a receipt. I tried to explain I don't have a receipt because it was a gift and they said then we will base the warranty off the serial number of the device. When they did that they said the device is out of warranty and sent me a discount code for 25% a future purchase (why would I purchase a product from a company that doesn't stand behind their products, even their expensive ones?). I did everything asked of me and just because the item was a gift and I don't have a receipt they are not providing a warranty for their defective product. I would like them to replace or repair the product. I am happy to return the product for review as I have its original packaging and you can clearly see the item is in excellent condition and was well taken care of. So it was clearly defective.I've attached photos of the device to show its condition. I can include more of the charger, case, box, etc if requested.
Business Response
Date: 05/12/2025
Complaint Case #: 23277786
Consumer: ***** ****** III
Internal case number: 60-0038380131

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 Mr. ****** had reached out to us regarding an issue with his Sonicare 9900 Prestige toothbrush, which he reported was not powering on. Upon reviewing the relevant product information, it was determined that the unit was no longer covered under warranty based on the serial number, and Mr. ****** was unable to provide a valid proof of purchase. We informed Mr. ****** of our warranty policy and requested to return the original product for evaluation. To facilitate this process, a prepaid ***** return label was provided. Upon completion of our assessment of the returned unit, we sent a full-box replacement of the Sonicare toothbrush as a one-time exception on 05/12/2025.

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: 05/15/2025
[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 have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***** ****** Iii
Initial Complaint
Date:04/28/2025
Type:Service or Repair 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.
Philips Canada Reference # **-0038339221 I initially purchased the unit (OneBlade, model qp2630/70/8) from ****** and within about 1 month the fragile plastic blade broke as I was shaving. I did cut myself and decided to call Philips as this was important to advise (Oct 18th 2024). A new blade was sent as a replacement. Note that the receipt was submitted for verification of warranty.Last week the same issue happened with the replacement blade that the Philips warehouse sent out to me, stemming from the initial warranty. Although not cutting my face this time, I decided to call again and report the issue (April 14 2025). The email response that I received (Complaints Manager ******) was that the replacement blade sent by Philips did not have a warranty and the complaint was now concluded as the product itself was out of warranty. I did not have an issue with the actual device, but in fact the blade that was sent on Oct 18 2024. So how is the warranty void? Note that I now have a second issue with the unresponsive email I sent back to ****** requesting information regarding my next legal step. She neglected to reply even though I advised that I was going to go to the BBB for help if unresolved. ****** did not care about this, so is she suitable for the position she holds and what she represents?
Business Response
Date: 05/01/2025
Complaint Case #: 23258610
Consumer: ***** ****
Internal case number: 60-0038339221

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 Mr. **** had reported concerns regarding the replacement blades for his Norelco One Blade. He indicated that the plastic component of one of the replacement blades was broken. We apologized for the inconvenience and informed him about our warranty terms. As a one-time courtesy, we offered Mr. **** two replacement blades. He confirmed receipt of the order on 05/01/2025.

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: 05/02/2025
[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 have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***** ****
Initial Complaint
Date:04/23/2025
Type:Service or Repair 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 had a Philips Norelco Series 7200 and after a while it stopped working and after talking to Philips i sent back for a replacement and they received the item and they refuse to send either the replacement or send the old one back... i demand a proper action Philips Norelco Series 7200 Model#: S7887/82 Serial#: ********* /A
Business Response
Date: 04/29/2025
Complaint Case #: 23240398
Consumer: **** *******
Internal case number: 60-0038344141

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 Mr. ******* had reported an issue with his Norelco ****** not powering on. He returned the original product and subsequently inquired about the status of the replacement.We apologized for the inconvenience and informed Mr. ******* that once a returned item is received; it typically takes 12 business days to verify the details. Following successful verification and confirmation of the returned product, we promptly issued a full-box replacement for his Norelco ******. As the original model was out of stock, we provided an upgraded model, which ********** accepted. He confirmed receipt of the replacement order on 04/29/2025.

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: 04/30/2025
[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 have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

**** *******
Initial Complaint
Date:04/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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.
We had purchased a Phillips tv on 7-28-2023 and on 4-14-2025 ****** made a loud pop sound and has then refused to work we contacted customer service of ******************** where we were hung up on multiple times after attempting for three hours to contact someone Finally a person who sounded foreign answered the call and was not able to understand most English when we purchased the TV it was said to have a 24 month warranty it has not been 24 months and contacting customer service they say they can't do nothing about it and that they refuse to help and hang up so we're disputing here that we want a refund for this TV since it is under warranty and faulty phillips states directly on their website which I will include a link and a screenshot to that all products have a 24 month warranty meanwhile they refused to honor their said warranty this was the main reason we purchased this TV we purchased two of these TV's at the same time and this one has become faulty we'd like a refund for the failed one since it has not been 24 months and the disrespect we have been receiving from their customer service trying to contact anyone using any other customer service lines since they have no US customer service i'm hoping the ********************** can get me the right contact information to someone who actually seems to care and isn't going to give me a broken English response that says we don't want to help you we have dealt with a few customer service agents who are extremely rude hung up on us and who simply didn't understand basic English link to Their website showing the warrant ****************************************************************************
Business Response
Date: 04/17/2025
Thank you for reaching out to us and providing us with the customers comments. We wished to clarify some information concerning the customers call. Based on the information the customer provided, he contacted us only once on 4/14/2025. On the call, he asked about the length of our warranty policy. Our agent spoke with the caller, Mr. ******* and then a second unnamed gentleman joined the call. The second ****** on the call provided some information about the television, such as the serial number. Our agent who handled the call was able to tell from the televisions serial number that the unit was outside of our one year warranty period. Our agent explained that our devices generally have a one year warranty, and then she asked what issue the customer was seeing with the unit. Even if the unit was outside of the warranty, we may have still be able to fix the issue via troubleshooting. Please note that the agent was also speaking in clear and perfect English throughout the call.

The original customer, Mr. ******* then returned to the call and grew belligerent. He used foul language against our agent, who remained polite and calm. The customer then used more vulgar language and outright threatened to kill our agent before hanging up on her. We record all of our calls for training purposes, and we can provide a recording of this call to the Better Business Bureau upon request.

As it stands, our agent followed protocol and answered the customers questions.Looking into the information the customer has provided, he was reading the warranty information for our Philips home appliances. Our home appliances can have two year warranties, but they are handled via a separate company called *******. The customers television, however, had a one year warranty based on the date of purchase. This means the customers warranty would have ended on 7/28/2024. The customer also claims our agent hung up on him, but our system shows the customer ended the call from his end. The customer claims our agent was unclear and unhelpful, but the customer did not allow our agent to ask any more questions before he grew belligerent and violent.

At the end of the call, the customer chose to be abusive and threatening to our agent.Besides the fact that the customer is outside of the warranty period,due to his behavior on the call, we will not be offering the customer further warranty options.

Customer Answer
Date: 04/17/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*********
Initial Complaint
Date:04/15/2025
Type:Customer Service Issues
Status:
AnsweredMore 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 have issues with two Norelco razors and their web site is inaccessible. They have a web site but when you click on anything you are unable to access anything.I have been unable to even find a physical address to mail my concerns/tissues/problems to.
Business Response
Date: 04/22/2025
Complaint Case #: 23195573
Consumer: ****** ******
Internal case number: 60-0038348561

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 Mr. ****** had contacted us regarding his two Norelco shavers. He reported that one of the shavers was not charging and requested a user manual for the other. We apologized for the inconvenience and asked Mr. ****** to provide the product details.After receiving the necessary information for the ****** experiencing charging issues, we provided troubleshooting guidance and informed him of our warranty terms.
As the product was no longer under warranty, we offered Mr. ****** a 30%discount voucher for a future purchase. We are currently awaiting the model number of the second ****** in order to send him the appropriate user manual.
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
Initial Complaint
Date:04/14/2025
Type:Service or Repair 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 purchased a Philips Norelco multi groomer series 9000 mens rechargeable trimmer from target on September 15 2020 . I payed $92.12 with taxes. On the front on the box as well as the paperwork inside it says that theres a 10 year warranty with this item. I have reached out to Philips company on April 12 2025 because my trimmer stopped working. The female representative told me that there products only had a two year warranty and that whatever was on the box was not correct.The representative informed me she could give me a 30% coupon for a future product but that was the best they can do and couldnt refund me completely or give me a replacement product. I asked to speak with a supervisor or manager and the female employee stated she can get me her supervisor but the supervisor would say the same thing and wont be able to do anything that she couldnt do. When I asked to speak with a supervisor again she stated she was unavailable but will have her call me back within 24 hours. I have yet to get a call back.
Business Response
Date: 04/23/2025
Complaint Case #: 23200196
Consumer: ***** *******
Internal case number: 60-0038331199

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 Mr. ******* had reported an issue with his Norelco Multigroomer, specifically that the device was not charging. We apologized for the inconvenience and collected the necessary information to verify the product. After successful verification, we offered Mr. ******* a full-box replacement. As the original model was out of stock, we provided him with a full-box replacement of the upgraded model, which Mr. ******* accepted.

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: 04/23/2025
[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 have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

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

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Philips Healthcare is NOT a BBB Accredited Business.