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:08/14/2022

  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.

  I am subscribed to a subscription head renewal for my electronic toothbrush that occurs every 3 months. I have not received the past 3 toothbrush heads, even though I have gotten charged for them. The website states that I should be getting emailed with a tracking number each time I am charged and that I should be receiving the new toothbrush head between 3-6 days after being charged. I never receive any emails with a tracking number, even though my correct email is on file. I have tried to call their customer support line numerous times and the person that answers will say hello and then immediately hang up. I have also contacted them through their online chat service, and it is a similar situation. The online agent will ask me what my issue is and then before I can type my answer the chat freezes and then will close. I know it is not a computer/internet issue because I have tried to use the online chat service with different computers and in different places. They do not have an email for me to contact either. I would like to be delivered my missing brush heads, since I was charged for them and I would also like to cancel my subscription. I have attached the invoices for the heads I was charged for, but never received.

  Business Response

  Date: 08/30/2022

  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. ***** subscription was active however, not receiving the brush heads that she was supposed to. We have processed a shipment of the 3 missing brush heads for her and have cancelled her subscription for her.  
   
  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:08/10/2022

  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.

  ******************* a Philips Sonicare Representative for the ******** area charged my card without consent. In addition to that he claimed he'd send me return labels since I have a small practice and no room to put all this stuff. This was on August 1,2022. I never received labels. My office called Philips **************** and spoke to ******************************* and he said he processed a complaint and someone from ****************, a higher authority, would get back to me. That didn't happen. It's been over a week, and I called back again the representative put me on hold, came back and said it should take another 3-4 days and I have to return the items when I told her I will not be doing that I don't have a car. She hung up. This hasn't been settled and it was unethical to charge my card without consent. No one in **************** has helped either! I am very disappointed and won't be referring them to others.

• Initial Complaint

  Date:08/06/2022

  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.

  My toothbrush stopped working from them 7 months post purchase. They have a two year warranty. I've been trying to get a replacement for the past few weeks and their entire customer service system is either automated or sourced from third world countries and therefore customer support doesn't understand or is not trained properly to handle such issues. Given that philips is such a huge ***************** you'd expect them to treat their customers well. However, it appears they only care about their profits and not their product. Beware before you purchase from them. If the product dies on you, it will be a huge headache to get to customer support and there won't be any resolution either.

  Business Response

  Date: 08/30/2022

  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 term however, was not able to process the troubleshooting steps when her had reached out for assistance. After completing the troubleshooting with her, we processed a replacement toothbrush for her. We are going to be following up with her to confirm the delivery of the new replacement.   
   
  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:08/01/2022

  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.

  Bought philips **** espresso machine in March for $600 directly from philips website. Less than two months into it, americano button stopped working, which I later found this is a very common problem on all their machines. I contacted philips and they created a label for me to send it to ************** gear for repair. Once they got it; they state it was damaged in the process but this issue is connected to the power board and a replacement is warranted, as there is no fix to this issue. They submitted the swap request to philips. **** days later it was approved and I was sent a machine, but it was 2 series older than the machine I ordered and paid for. I contacted philips and they told me someone would get back to me. After a week of waiting, I got an email with a label to send the machine back. I called and they said they couldnt send my machine until they got this one back. They received that machine back on July 11 and Ive been calling since to try to get my replacement sent back out. They keep telling me they are working on it but theres been bo resolve. After two weeks went by, I asked for a refund, they told me they cant do that but they gave me a coupon code for their website to purchase something else and said they would have someone call with updates. For the last week and a half, the updates have been we are looking to see if we have this in stock last I heard from them was Thursday the 28th. I requested a refund again, she said I couldnt get a refund. I asked what they had in stock, send me something and compensate me if its less, or Ill pay if its more, havent heard anything about that. Mentioned that they could have paid me the difference in my machine and the machine they sent, but ho one ever called, just sent a label. They dont seem to be trying to resolve this issue, even though its their mistake they sent me the wrong machine. August 6th will be two months since I sent this away for repair. Wanting refund or the machine.

  Customer Answer

  Date: 08/12/2022

  Better business bureau:

   

  In reference to complaint #********. The company sent my replacement item 4 days after my complaint to you all. Not sure if it was in response to this or not. But this case can be closed. I appreciate it!
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/01/2022

  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 placed a subscription order for brush heads on 7/6/22 and got charged $15.14. I spoke with a rep the following week asking about the status and she stated that it was never created. In my account it shows "your subscription is created or pending". I was told the matter would be escalated and that I'd hear back from a supervisor through email and this never happened. I chatted back on the following Thursday and was told today or tomorrow I will hear via email. And I never did. I called a bit later and was hung up on before I could say a word, so I chatted and once again was told I would be reached out to shortly. I tweeted at Phillips and they DMd me saying they sent someone an email to deal with my issue. A couple days later I got an email stating they were still looking into my issue and to email directly back if I have any questions. I responded 3 business days later asking what the update was, and I got a response today. It stated that they were still working on it, and that there is no need to respond further until they email me again. Im furious now over a $15 refund that should be easy, and I want all of my personal information cleaned off the site entirely.

• Initial Complaint

  Date:07/31/2022

  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 a Philips Sonicare on August 14, 2021. I used it for no more than 3 months when the top of the product became loose and it made a loud noise when it was turned on. The brushing was less effective. I reported the problem to the company and they sent me two messages about my problem being in progress. I havent heard anything from the company in months. The product ID number is ****************. I spent $78.21 on that electric product and feel that Philips should stand behind their products. I feel that was a lot of money to spend on a tooth brush system that only lasted 3 months. Id like a replacement or my money back.

  Business Response

  Date: 08/12/2022

  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.  
  
  In researching further, we found that while we had reached out to *************** back in February when she initially contacted us for support, the email did not get through to her properly. We informed her what the email entailed, and offered upgrade due to her original model being unavailable for replacement. *************** accepted the offered upgrade and we confirmed with her on 08/11/2022 the delivery of the new toothbrush.  
   
  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