Complaints

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

close

Find a Location

Philips Healthcare has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/16/2022

  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.

  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. 
  

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

  ebpage 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.

• 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.

  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,
  
  *************************

  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.

• 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.