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:09/10/2022

  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.

  My Sonicare toothbrush failed during the warranty period and Philips has not issued a warranty replacement after 3 months. I initiated a warranty replacement on 28 May 2022. I followed up with them every week or two and they said each time that they will escalate to a specialist, and when a specialist emails me a week or two after that, they re-ask what the numbers are on the bottom of the toothbrush, then communications stop until I initiate another chat session and the process restarts. My last response to them was on June 23rd and have not heard from them since. Details:Product: PHILIPS Sonicare DiamondClean Smart **** ********************* Toothbrush Purchase date: 24 Sep 2021 Warranty: good through 24 Mar **** Background:Since purchasing the toothbrush on Sep 25th 2021, it along with two replacements have failed in the same manner; the steel connector on the main unit, where replaceable toothbrush heads connect to, becomes loose and swivels about. There is nothing the consumer can do to fix this issue as it is internal to the electric toothbrush. On the two previous warranty replacements they provided prepaid return bags which I used to promptly send back the faulty toothbrushes. This would be my 3rd replacement within eight months of owning the product.

  Customer Answer

  Date: 09/21/2022

  Hello,

  I received an email on 9/13/2022 from Philips ************* asking for my phone number and a good time for them to reach me regarding my BBB complaint. I responded on 9/14/2022 with some good times during their business hours along with my phone number. As of 9/21/2022, I have not received a call from them or a response to my email.

  Thank you,
  

  -****

• Initial Complaint

  Date:09/08/2022

  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.

  Purchased a Philips Sonicare **** ************************************ Toothbrush off of Amazon November 26th, 2021. The toothbrush eventually started to not work and now barely vibrates when turned on. I made a claim with Phillips to get it replaced. They asked for the receipt, so I uploaded the receipt I received from Amazon. I then get hit with an email from Phillips saying that I altered the receipt and that they would no longer honor the warranty? I got the receipt straight from Amazon. So in order for Phillips to avoid fixing their terrible product, they made up something random to get out of the warranty window. I tried calling their customer support, but they state the same thing and will not allow me to speak with a supervisor at all. I spent over $300 for a faulty toothbrush that lasted me 6 months. I will never put my money towards Phillips products ever again.

  Business Response

  Date: 09/16/2022

  Complaint Case #: 17936727
  Consumer: ********************;
  Internal case number: 60-0032220494
   
  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 were able to confirm that **************** was still under the warranty period and processed a replacement for him. We will be following up with him to confirm the delivery of the new toothbrush to him.   
   
  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  
  
  

• Initial Complaint

  Date:09/01/2022

  Type:Order 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 September 22, 2020 I purchased a Philips **** fully automatic coffee machine. About 3 weeks ago, the grinder started acting up on it, and flashing error lights periodically. Now, the machine won't grind at all. I reached out to customer service to get a warranty claim started, which they advised would *********** weeks. (60-0032460003) I haven't received a ***** shipping label to even send the machine to the repair shop. 6 weeks repair time for a $1000 coffee maker is unacceptable. I want you to either send me a new grinder assembly which I can install myself, or a new machine entirely.

  Customer Answer

  Date: 09/11/2022

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

• Initial Complaint

  Date:08/31/2022

  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.

  In July 2022, I signed up for an oral care subscription so that Philips would send me a replacement brush head every quarter. I was charged $12.71 but when I tried to look up my subscription on Philips.com it said I had no subscription. I also never received the brush head. I called Philips and they created a resolution case - my reference no. with them is 60-0032089469. They emailed me back and said they fixed the subscription problem and asked if I wanted to continue with my subscription. I replied yes and then never heard back from them. I still didn't get the product and when I tried to look up the subscription on line it doesn't appear. I then tried to call them back and every time I called the subscription line the system would hang up on me. I tried over 20 times. I finally reached out last Friday via chat and got an agent that said that my subscription would be cancelled within 2-3 days. I never received an email to that effect and I didn't see a refund yet. So I reached out today again via chat and the same agent (*****) said that my refund would now be processed in 2 weeks. I then asked a clarifying question and he went silent for 20 minutes and then ended the chat without responding to my question. I would like help in having Philips refund me my money and ensure that my subscription is cancelled. I do not trust that they will not keep charging me every quarter.Thank you.

  Business Response

  Date: 09/15/2022

  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 tried to sign up for the subscription program but due to a technical issue the subscription was not created after she was charged. She was contacted about this and offered ether account creation or a refund, and she initially accepted the account creation. However, due to the delay in getting the account created, **************************** had opted or the refund instead. We processed the refund and also sent her a complimentary pack of the brush heads she was trying to subscribe to for the inconvenience.    
   
  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  
  
  

  Customer Answer

  Date: 09/28/2022

  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. 

   

  i thought the issue was resolved. But this past week I received an email saying that my subscription is active and that they are mailing me more toothbrush heads. I sent an email to the contact who handled the BBB complaint and didnt hear back. I sent a second email to the contact today saying I would be reaching out to the BBB after getting an email saying the product was being sent to me. I had asked that the subscription be cancelled and in fact it has not. I am concerned that they will be charging my credit card in the future. 

   

  [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:08/30/2022

  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.

  I purchased the Philips Sonicare One toothbrush in February. The traveling case stopped closing a few weeks ago. It doesn't matter how the brush is situated in the case, it won't close. I tried to contact customer support through the chat function on their site, but the bot would not connect me to a human. I need a replacement case.

  Business Response

  Date: 09/15/2022

  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 ************** was still under the warranty period however, accessories are not covered under the warranty period. We also informed her that the travel case for her model, the Philips One, is not sold separately. We offered to fully replace her toothbrush for which she accepted.    
   
  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:08/27/2022

  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.

  Tried to call Philips sonicare customer service *************) for resolving an issue on toothbrush not working. The first time the customer service agent went through questions with me and asking information about me but after my several complaints on background noise, she either dropped my call accidentally or hung up on me. I went to call again and again (at least three times), but they all seemed to not hearing me and then hung up. I did check if there's something wrong with my microphone, but it is not. So I can certainly sure they connected my call but ended up hanging up on me. This is absolutely not acceptable!!!

  Business Response

  Date: 09/12/2022

  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 ********** multiple times by email, and have not gotten a response. Due to the lack of response from the consumer we are moving to close the case. If the consumer does reach back out to us, we will reopen their case and assist them in resolving their issue. 
   
  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  
  
  

• Initial Complaint

  Date:08/26/2022

  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.

  This morning, August 25, 2022, I purchased a Philips Sonicare Power Toothbrush from CVS, my local drugstore. I bought this brand because it was advertised to "Improves gum health up to 100%". However, once I opened the box and read the instructions, they said ********* is a 3-minute mode, recommended to be used with the G2 **************** brush head". This brush head WAS NOT included in the purchase and when I called CVS to see if they carried this additional product, they said it's going to cost me an additional $39.99 w/o tax. The original purchase was $102.99 w/o tax.

• Initial Complaint

  Date:08/19/2022

  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 purchased two Philips sonicare electric toothbrushes HX939P from ****** in November 2020. Philips provides two years warranty on electric toothbrush. My toothbrush started making loud noise after turning on several months ago and after removing brush head, the tip was very loose. I don't wanna stand this issue and contacted Philips early August. They created a case and several days passed no update. I contacted them and was told that receipt I downloaded from ****** website was invalid. So I uploaded the receipt again making sure what they need was there. After around a week, I got email saying "We have noticed irregularities with the requests we have received to send warranty replacement products to this address. This is to advise that Philips will no longer honor requests for replacement products to be sent to this address under our warranty. Additionally, should we continue to receive repeated attempts to misuse our warranty, Philips will take any and all appropriate legal action, including contacting the appropriate authorities."This doesn't make sense to me so I tried both chatting online and also calling them to understand what was wrong, however they couldn't explain and only said this is backend team decision and no way to know the reason. I don't know what "irregularities request" and "misuse warranty" mean here. My husband's toothbrush had same issue earlier this year and got replacement. I bought two toothbrushes and both of them had trouble which is very common issue when I searched online.

  Business Response

  Date: 09/16/2022

  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 Ms. **** had accidentally given the wrong model and serial number as she had an older model toothbrush that she had accidentally grabbed to give the information on. After confirming the correct model and serial number, and verifying the troubleshooting steps, we processed a replacement for her. We advised her to dispose of any old toothbrushes that are no longer working so that this mix up does not happen again/    
   
  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  
   
  
  

  Customer Answer

  Date: 09/20/2022

  [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:08/16/2022

  Type:Product 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 was charged on July 17, 2022 at Philips subscription page, subscribed to brush heads successfully,It has been a month now, I never receive 1 brush head.The customer service said there is no subscription under my accounts.I want to cancel subscription but customer service is not responding to my emails.everytime, The live chat told me to wait 5 business days, however, no one respond to my emails.Please help refund and cancel subscription. thanks you.

• Initial Complaint

  Date:08/16/2022

  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.

  On July 10, 2022 I called Phillips to inquire about my broken sonicare toothbrush. I was informed that it was not under warranty if I did not have a receipt so they offered me a 30% voucher to purchase a new toothbrush. On 7/28/22, I attempted to order the Expert Clean **** sonic electric toothbrush model number HX9690. The price on the website was $72. I added it to the cart to check out and saw that the sale price was not reflected in the cart. The price in the cart was $189.96. I was unable to process the order so I called customer service. They asked for a screenshot which I sent but they were also unable to process the order. They forwarded me to a another department who was supposed to be able to do this for me but the department was closed. So I left a message but never received a call back. I returned a call to Phillips on 7/31 and they said the information would be forwarded to the appropriate ****** I received an email on 8/4 again asking for screenshots of the price on the webpage and the different price in the cart. I immediately replied to the email attaching the requested photos. I called back on August 6th for an update but was not given any further information, only to wait until I heard back via email. On August 11, I again called and was told to give it one more day and was assured I would receive an email the following day. None was forthcoming. A final call on August 16 was made since no correspondence was received via phone or email and was again told to wait an additional five days. It should not be this difficult to place an order for a toothbrush online. It is $72 and I have an additional 30% off voucher to apply. I would like the order placed and I dont understand why the situation must be escalated and examined. Every call requires an in-depth review of all of the steps above to no avail. This is very poor customer service.

  Customer Answer

  Date: 08/31/2022

  I did receive an email from the business stating I could order the item and they would do a partial refund.  But the item is out of stock.  I have called to inquire what I should do but customer service could not advise me and there has been no reply to my email explaining it was out of stock (along with a screenshot showing this). So it has not been resolved. 
  

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