Complaints

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

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  Philips Healthcare

  3000 Minuteman Rd Andover, MA 01810-1032

• 

  Philips Healthcare

  1 Clarks Hl Framingham, MA 01702-8172

• 

  Philips Healthcare

  222 Jacobs Street Cambridge, MA 02141

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:10/28/2022

  Type:Product 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.

  On 9/16/22 I placed an order (#***********) for a Philips Series **** EP3241/54 espresso machine. The delivery was on time and without issue. The quality of the coffee however was poor; it tasted watery despite adjusting all possible settings. I would expect a PERFECT cup of coffee for the price of this machine. Philips' return policy is 30 days and since the machine is clearly not functioning properly, i decided to return the product. On 10/10/22, i started my return online. The second part of the return process was to print the required shipping label. That label never displayed. Instead, the status of my return stated to "contact customer service". I immediately called the customer service number and after a long wait was finally connected with someone. I spent over 30 minutes on the phone with a rep who kept having to "check on things" but never offered a resolution. He said i would receive an email. I never did. I called several more times and chatted with different reps twice more to ask for the status of my case number: 60-0032903997. No one ever followed up and i never received any email communication about the return status. My Order history on the Philips website shows a Return order number ********* with a status of "In transit to Philips" which is clearly not correct since i never received a shipping label. My request is for Philips to honor their return policy, send me a shipping label so i can return the product and receive a full refund.

  Customer Answer

  Date: 11/08/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 11/25/2022

  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.  
  
  We attempted to contact ********************** but have not heard back from her, despite the multiple emails sent to her.  At this time we are going to be closing the case. We will reopen and assist ********************* to resolve her issue if she reaches back out to us.   
  
  Please advise her to call our ******************** at ************** if she has any questions, and provide the internal case number referenced above.Or, if she needs direct assistance regarding this matter, she is 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:10/27/2022

  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.

  I purchased the Philips Sonicare Protectivecare **** on February 21, 2021 and paid around $110 for this product. The toothbrush is still currently under warranty. About a few weeks ago the toothbrush stopped working. I notified Philips about the warranty and opened up a case. I mentioned when the toothbrush stopped working, there was a faint burning smell leading up to when the toothbrush stopped working. **************** advised that since there was a smell, they need to pass this case to the safety team and the safety team will reach out to me for questions to initiate the process. I reached out to customer service on Oct 19, 2022 and was advised twice that the safety team should reach out to me within ***** hours. I have made multiple attempt to reach the safety team and there has been no communication. I even contacted the customer service team a few different occasion and was not able to provide any further help and only told me they will put a comment in the case number i reached out and that i just need to be patient. They specifically mentioned that their SLO for response is within ***** and we are now over a week out. I have no working toothbrush and Philips has made no attempt in reaching out to me to resolve. I have continued to try what i can do to resolve and reach out to them. Their customer service/Safety services are not consistent to the process they tell their customers. They also have no process to escalate or reach out to the responsible parties to help address. I am told to "be patient" despite being told their time allowed to reach out is already way passed their ***** hr window. Can you please help?

• Initial Complaint

  Date:10/26/2022

  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.

  On August 3, 2022 I ordered a Norelco OneBlade Face Razor from Philips and subscribed to there blade replacement. I paid for the razor and it was shipped on Aug 8. and I was excited to get it. I charged it and tried it and it scratched my face. I contacted the company on Aug 11 and talked to a person named ***** about returning and cancelling my replacement blade subscription. This was via there chat. Was given a case number (case number: 60-0032230537) and was told someone would contact me in 3-5 days. This never happened so I I contacted the company again on Aug 18 and talked to ******* and was again told they would expedite my claim and someone would be back in touch. I was sent a shipping label that turned out to be a sample. I also said I was concerned that I would be charged for the replacement blades and was informed I would not be. On Aug 26 I called again and was hung up on two times. I started a chat with ************** on Aug 26 after I had been hung up on. Was informed that I would not be charged for anything else and that he would personally see my case to the end. Never heard back from anyone yet or *****. On Sept 2 I did a chat with **************** Again explained my problem and was told he would follow my case. On Sept. 2 my card was charge for the replacement blades. I was at that point able to go on and cancel the subscription. To top it off they never sent the replacement blades that they charged me for! I have given up on them and have resolved to accept the loss of $50 for the original order and the replacement blades. I am concerned that 6 months from Sept 2 they will try and charge me another $20 for more replacement blades. ( I have copies of all chat between myself and Philips. I wish I had the for thought to record the calls. I do have the email that has the sample shipping label. They didn't send an invoice for the original purchase.) Thank you.

  Customer Answer

  Date: 11/05/2022

  [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 partially satisfied my issues and/or concerns in reference to complaint #********. They responded to the charged amount and sent no product and they refunded me for that part. They did not reply to the original complaint of not sending me the proper return shipping label for the razor which would have lead to a refund of the razor also. Do to the length of time I doubt they will respond to that issue. Based on that I will accept the refund they did issue and close the complaint.

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

• Initial Complaint

  Date:10/17/2022

  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 my toothbrush 5/4/2020. The toothbrush malfunctioned in early September 2022, with metal shank keeps falling off. I reported this incident to Philips CSR on 9/15/2022 and was confirmed that the toothbrush is still within the 3 year warranty period. My case (60-0032655915) is further escalated to another department and I was told to wait for 5 business days. Now it has been more than a month. I checked in multiple times and were dismissed with the same response that this case is now handled by the other department so I need to keep waiting.

  Business Response

  Date: 11/18/2022

  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. *** case was escalated to the safety team for investigation and resolution. We were able to connect with the safety team and they did send him the returns hipping label as well as the questionnaire. We have also processed and sent him the replacement toothbrush which was delivered to him on 11/11/2022.
  
  Please advise him to call our ******************** at ************** if he has any questions, and provide the internal case number referenced above.Or, if he needs direct assistance regarding this matter, he is 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: 11/28/2022

  [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:10/17/2022

  Type:Sales and Advertising 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 purchase a 2 set of Philip Toothbrush and one of them started going bad. Fill out a warranty claim with Philip and they sent me a ***** label to send the product back. RTS order number: IT-philips-******** Case number: 60-0032357420 Been contacting **************** constantly for 5 weeks now and they had received my toothbrush for over 6 weeks. Everything I call, they said they will escalate my issue and they will contact me within 2-3 business days.. nothing.. every call is another escalation and another wait for 2+ days. I don't know what else to do. I've been using SonicCare Toothbrush for over 15 years and my previous one never had problem but this **************** thing is awful. Really make me think twice about buying Philip product going forward. My call with Philip today was another escalation but this time, they want me to wait another 4-5 business days. Nice..

  Customer Answer

  Date: 10/28/2022

  [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:10/08/2022

  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.

  I made a subscription purchase dated 10/09/2020 for the past three months I being calling Philips at ************** to cancel my subscription first time I called the representative stated she would open a case and refer to get canceled and I would get an email with 5 to 7 days which I didnt called again and the same scenario nothing happened called again today 10/8/2020 around 12:30pm and got ***** on the phone who stated she did not see any cases open to canceled my subscription which I told her this was my third call she explained the same thing about the five days to seven days. I will get an email how about the status of the cancellation? I told her Id want to speak with a manager or supervisor which she said she would transfer me over and what she did she just transfer it back to the switchboard this time I got ******* and he stated that the supervisor. Name ****** was on her lunch break and it was not available to call her back after 1 PM which I just did and was not successful reaching ******. This is really frustrating just to cancel a subscription. I just want this subscription to be canceled and get it over with if possible.

• Initial Complaint

  Date:10/02/2022

  Type:Product 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.

  My original transaction was on 3/19/2020. I subscribed to Phillips toothbrush head replenishment services on a quarterly basis (subscription number (S00051586). After receiving my original order and realizing the toothbrush head I ordered was the wrong size, I decided I needed to cancel my order on 7/15/2020. I attempted to do so on the Phillips website after my second order. The Phillips website indicated that it was waiting for a replenishment return in order to fully cancel my order. Between my first and second orders, I had moved addresses and no longer had access to the second order to return it in the first place. I reached out to Phillips customer service and was told that my issue would be escalated and I would hear back from someone within 3-5 business days. I never heard back and forgot about the situation until recently when I was charged yet again. I called customer service once again to request that my issue by resolved, only to be told that the original case was closed because it was sent to the wrong department. I had received no contact from Phillips indicating that my case was closed and that I was going to be continued to be charged. I was told by the latest representative that again she was going to escalate my case yet this time to the correct department and I would hear back within 3-5 business days. That case was filed 9/22 and it has been 10 days (and 6 business days) and I have yet to have heard anything. I have attempted to reach out to Philips again only to be hung up on after 35 minutes on hold. I have been charged wrongfully on the following dates: 09/19/2022, 06/19/2022, 03/19/2022, 12/19/2021, 09/19/2021, 06/19/2021, 03/19/2021, 12/19/2020, 09/19/2020. I have been charged a total of $69.05 after requesting to cancel my order ($8.63 per order). I am requesting a refund for the wrongful but more importantly a complete cancellation of my subscription to avoid future charges.

  Business Response

  Date: 10/21/2022

  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 **************** did try to cancel her subscription however, there was error in the cancelation being processed. We were able to fully cancel the subscription for her and process the refund for the missing shipments. We have informed her that the refund should show on her original payment method within three (3) to five (5) business days, and will follow up with her to ensure that she does receive it.  
  
  Please advise her to call our ******************** at ************** if she has any questions, and provide the internal case number referenced above.Or, if she needs direct assistance regarding this matter, she is 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:09/17/2022

  Type:Delivery 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 purchased a razor worth around 230$, the Norelco ****** ****. On the website, the company state that it will be delivered within 2-5 days, my order was originally labeled as shipped on September 7th, and they provided me with a shipping number where I can track my package. But ever since they provided me with the shipping number, the shipping status is pending only, aka created labels. Because of that, I contacted ***** on the 10th, and they claimed they never received the package. Later, I reached out to Philip Customer Support, and they apologised to me and stated this in a recent error between them with ***** delivery; they told me a Manager would reach me in two to three business days, but I never received any notification ever since that. Because of that, I called Philip customer support again this afternoon, and they told me to wait another week with an unprofessional attitude. I don't think I am patient enough to wait for another week. This is my first time placing an order from Philip, and I am super disappointed. I would like to receive a clarification from the manager to state what's happening and an apology.

  Business Response

  Date: 10/06/2022

  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 ************** had placed an order through our online store however, due to a processing error the order did not ship out.We reshipped the order for them and we were able to confirm the delivery of the item on 09/26/2022.  
  
  Please advise them to call our ******************** at ************** if they has any questions, and provide the internal case number referenced above.Or, if they needs 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:09/15/2022

  Type:Delivery 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.

  This complaint is for Philips online store order ***********. I returned the coffee machine to Philips on August 7th. And the ***** tracking shows it was delivered to them on August 9th. Up till today Sept. 15th, I still haven't received a refund for this coffee machine. I have ***** delivery confirmation letter and an email from Philips acknowledging receipt of this machine as proof. My request is to have the original purchase amount of $701.52 refunded to my credit card.

  Business Response

  Date: 10/21/2022

  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 while Ms. ** had sent the product back to get the refund back onto her original payment method, there was a previous charge dispute that was stopping the refund from going through. Even though she had rescinded the dispute and provided the confirmation of this, we were unable to clear the dispute on our end. Due to this we are processing her a refund check. We have informed her that this can take up to four (4) to six (6) weeks for delivery. We will be following up with her along the way to ensure that she receives the check.    
  
  Please advise her to call our ******************** at ************** if she has any questions, and provide the internal case number referenced above.Or, if she needs direct assistance regarding this matter, she is 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:09/12/2022

  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.

  Ordered on 8/12 (order number ***********) and delivery was scheduled for 8/17 but ***** lost the package, and on 8/26 ***** told me to contact Philips to have a replacement sent. I contacted Philips on 8/26 and they created a case 60-0032412545, and said they would get back to me in 3-5 business days. I reached out again on 9/6 and they said that they will investigate. I reached out again on 9/12 and they said that they are still investigating the case.Please help me have Philips send me my order (preferred)! or issue a refund so I can purchase from Amazon etc.

  Customer Answer

  Date: 09/23/2022

  Better Business Bureau:
  
  The very next day after submitting the compliant the business reached out to me, and within a couple of days my order was shipped and my issues in reference to complaint #******** are resolved. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  Thank you!

  
  Regards,
  *******