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:04/11/2025

  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.

  I purchased a Philips Sonicare toothbrush set (model HX684W) from ************* in January 2020. It included two toothbrushes. Around February 2025, both devices began to exhibit issues: unusually loud noise and reduced vibration, especially after replacing the brush heads as usual. One unit was more severe, but both had the same issue.I contacted Philips customer service twice. The first representative initially offered a 20% discount voucher. After I mentioned other consumers online had received replacements even after the warranty expired, they updated the offer to a 25% voucher and a 2-pack of free brush heads. I was not satisfied with this solution, so I contacted a second representative.The second representative only offered a 20% voucher and insisted on collecting my purchase receipt, phone number, and shipping addresseven though no replacement would be sent. I found this concerning and unnecessary from a data privacy perspective. Despite that, I made the effort to visit a ****** store in person to retrieve my receipt, as ****** could not provide one online. I submitted the information, but the outcome didnt change. The representative repeated the same 20% offer, which had already been made earlier without needing personal data.When I asked what difference the receipt or personal information made if it didnt change the outcome, I did not receive a clear answer. I escalated the issue, but the same representative responded again with the same stance, stating the previous offer of free brush heads was a mistake and not approved by management.I believe the handling of this case was dismissive and unprofessional. I provided all requested documentation and explained the product malfunction clearly. As both units failed the same way just outside the warranty, and given the inconsistency in service, Im requesting a fairer resolutioneither a replacement or compensation beyond a standard discount.

  Business Response

  Date: 04/22/2025

  Complaint Case #: 23190283
  Consumer: **** ***
  Internal case number: 60-0038293392
  
  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 Ms. *** had expressed concerns about two of her Sonicare Protective Clean toothbrushes. She reported that both units were emitting excessive noise and experiencing unusually strong vibrations. We extended our apologies for the inconvenience and explained our warranty terms. Although the toothbrushes were no longer within the warranty period, we made an exception and provided full-box replacements for both units as a goodwill gesture and to uphold customer satisfaction.
  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:04/10/2025

  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.

  I initially received an email from Philips, correct domain and everything, stating there was a sale for world oral health day. They had a toothbrush listed as $39.96 from $129.96. I attempted to purchase it through the link and it took my to the Philips website but showed a different price. I contacted support to resolve this and they stated that is the incorrect price shown in the email. I said okay, but I wanted the advertised price because it was sent to me and I took the time to go to the website and was let down by the different pricing, and further wasted time contacting support. They told me they would need to send the case to another team, which they did. I was contacted about a week later with a 15% discount code, despite me being able to get a 20% discount with being military. I contacted them a 2nd time today to follow up, since they do not allow you to respond to their emails. They offered me 20% in the chat, and I refused, stating I needed at least a 70% discount to get the advertised price. They then stated they would send my case to the team again, which they did. The replied offering me a 25% discount and stated they would not offer anymore. I disagree with the statement that they are unable to offer more, and it's not like I'm asking for 70% off a car it's a toothbrush. I have always been a Philips customer and have gotten many friends and family to buy Sonicare toothbrushes. This is a massive company with a huge market and they cannot honor advertised prices when their advertising department messes up? They fixed the email quickly, but cannot thank me with the original price. Very odd. I will resolve this issue if the original price is granted. Or maybe you can provide it for free after all this hassle, lying and manipulation. I have provided a screenshot of the email and a saved PDF of the email before they secretly changed the price.

  Business Response

  Date: 04/22/2025

  Complaint Case #: 23188030
  Consumer: ****** ********
  Internal case number: 60-0038233360
  
  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 to report a pricing discrepancy in the promotional email related to the World Oral Health Day offer. We promptly apologized for the oversight and explained that, occasionally, such inconsistencies may occur due to errors in our automated systems. As a gesture of goodwill, we offered Mr. ******** a 30% voucher, which he declined. To ensure his satisfaction, he instead requested a price adjustment to be applied once the order has been delivered.

  
  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:04/04/2025

  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.

  Every time Phillips sends me a replacement razor they go bad within a few months either they get really slow or they get very rough on my ***** even after replacing the heads it is some kind of weird motor issue and I would like Them to send me a very strong high end razor model that doesn't have this issue.

  Business Response

  Date: 04/11/2025

  Complaint Case #: 23163558
  Consumer: ******* ********
  Internal case number: 60-0038310174
  
  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 ******, specifically noting that it tended to lose power after a few months of use. We sincerely apologized for the inconvenience and, after gathering the necessary product information and conducting thorough troubleshooting, offered a replacement. However, as *********** was dissatisfied with the original model and had already received a previous replacement, we provided a full-box replacement of an upgraded model,the Series 7000 Wet & ************ ******. Mr. ******** confirmed receipt of the upgraded unit on April 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: 04/11/2025

  [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:04/01/2025

  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.

  Purchased a Philips Sonicare toothbrush. There was safety issue and was reported within the warrantee period. Called customer service and they agreed it was an issue. They said I will bet a call back and given a contact information to return the toothbrush. Well, over 3 calls backs to customer service on the status, I finally got a call back but at 6am. A message was left to call back the customer service number. So the cycle returns. I have called back over 5 times and still got not word. Would you assist? Below is the email I got on June 7 2024. Dear **** *******, Thank you for choosing Philips! This is a follow-up to our recent conversation about the Philips ************************************ toothbrush For your reference, here's your case number 60-0036532535. We value your time. Please refer to your case number to help expedite any follow-up you may have on this matter. We take the consumer experience seriously and thank you again for choosing Philips. You may receive a short email survey, giving you the opportunity to rate on a scale from 0-10 the support you have received from us here at Philips. If you are pleased with our service, you would rate either a 9 or 10 with 10 being the best. Sincerely,Belle Philips Consumer Experience Team, North America Please do not reply to this email.For any questions, please contact us at ***************************************** or please call our ************************** at **************. Our normal business hours* are: Monday - Saturday: 9:00AM - 9:00PM EST Sunday: 9:00AM - 6:00PM EST *Excluding ***** Holidays; Hours may vary by product type.

  Business Response

  Date: 04/10/2025

  Complaint Case #: 23142153
  Consumer: **** *******
  Internal case number: 60-0036532535
  
  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 raised concerns regarding his Sonicare toothbrush, specifically reporting a broken metal shaft. We extended our apologies for the inconvenience and clarified our warranty terms. It was also noted that email communication issues on Mr. ******** end caused delays in the resolution process. After verifying the product details,we processed a full box replacement, which was successfully delivered on April 9, 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: 04/11/2025

  [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:03/28/2025

  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.

  I purchased my Sonicare Protective Clean 5100 toothbrush in June 2022, and it has broken and been replaced 3 times now (dates of replacement 2/2024, 7/2024, 3/2025). The company has admittedly done a good job of replacing it and standing by the warranty; I do appreciate that.Last week, I spoke on the phone with their customer service department, now for the third time, as their second replacement (my third model of the toothbrush) had broken within 3 years of the original purchase. They told me they could send a replacement but this would be my last.I asked to speak to their supervisor, not only because the warranty system clearly wasn't working for either of us, but because the repeated product failures were forcing me to go several weeks without a functional electric toothbrush (dentists have determined electric toothbrushes are necessary for my health given my gum recession). I wanted to have a guarantee of quality control, and some explanation for why their toothbrushes kept failing so quickly. This representative refused to let me speak to a supervisor, telling me it "wasn't possible". After a prolonged argument, he finally told me he would ask a supervisor to call me back. I asked him how long before I would receive this call, and I was told 2 working business days. 4 business days later, I had received no call.I called again and the second ***** initially told me that no replacement had been sent, despite the first ***** telling me he had generated a replacement order. She also refused to let me speak with a supervisor. After staying on hold with her for almost 30 minutes, she finally amended her statement and realized a replacement had been generated, but still refused to let me speak with a supervisor. It was only when I told her I would either speak with a supervisor, or file a complaint with Better Business Bureau, that she promised a callback. I received no such callback. I want a supervisor to call me to address my quality control concern

  Business Response

  Date: 04/10/2025

  Complaint Case #: 23122494
  Consumer: **** ********
  Internal case number: 60-0038252841
  
  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 Sonicare toothbrush, specifically noting a loose metal shaft. We sincerely apologized for the inconvenience and clarified our warranty terms. A replacement handle was delivered to Mr. ******** on March 24, 2025.However, he expressed dissatisfaction with the model received. To address his concerns, we offered to send a full box replacement of an upgraded model, the Expert Clean 7500, once the most recent replacement handle is returned. A prepaid ***** return label was provided to Mr. ********* and we are currently awaiting the return of the previous replacement handle.

  
  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:03/28/2025

  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 purchased a Philips Sonicare Prestige 9900 Power Toothbrush (model number HX 9990/13) on March 6, 2025. The order number is: ***********.On Saturday, March 8, 2025 I initiated a return of the toothbrush through Philips' website. I requested a return and they sent me a ***** return label. I dropped the toothbursh off at ***** that day and received an email confirmation from Philips saying "Your return is on its way."It has been 20 days since I returned the item and I have not received a refund. When I check the ***** tracking, it says the number cannot be found. I've spoken with Philips customer service on the phone and via email. For weeks, they say "someone will be in touch with you within 5 business days." But nobody gets in touch and nobody has any pertinent news about the return.I fulfilled my obligation to return the toothbrush and I am entitled to my refund. I urge Philips to honor their end of the contract and refund me immediately.

  Business Response

  Date: 03/31/2025

  Complaint Case #: 22785715
  Consumer: ******* ********
  Internal case number: 60-0038180819
  
  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 reached out regarding a refund issue with her Online Store Order (#***********). She returned the Sonicare 9900 Prestige on March 8, 2025, but did not receive the refund. We sincerely apologized for the inconvenience and conducted a thorough review of her request. As a result, we promptly processed the refund on March 31, 2025, and notified Ms. ******** of the update the same day.

  
  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: 04/03/2025

  [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:03/24/2025

  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.

  item did not function or even work I HAVE A DISABILITY AND THIS TIME WASTED TALKING TO AI VIA DIFFERENT NUMBERS IS INSANE.THE COMPANY IS TOO BIG.NEED A REFUND CHECK BE SENT TO ME ASAP.I HAVE WASTED HOURS ON PHONE CALLS.DIFFICULT COMPANY TO DO BUSINESS ******** CODE ***** ***** F15T8 OTHER NUMBER 3235 ****** 09 COST WAS *****

  Business Response

  Date: 04/02/2025

  Complaint Case #: 23092855
  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 bulb. 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, 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: 04/02/2025

  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. 

  AFTER COMMUNICATING TO ******** ********, I TOLD HER THAT I SPENT ALMOST AN HOUR AND 20 MINUTES ON HOLD OR SPEAKING TO PEOPLE WHO COYLD NOT UNDERSTAND BASIC COMMUNICATION. ITS DIFFICULT TO COMPREHEND THAT YOU ARE ASKING ME TO JUMP THROUGH THOSE FIERY HOOPS AGAIN- I GAVE YOU ALL THE **** ON TRHE ***** ALL THE ****? AND MY ADDRESS AND REQUESTED THAT YOU SHIP A CHECK TO ME FOR THE PRICE OF THE ***** IT WAS 15.00.

  I HAVE NO INTEREST IN WASTING MORE TIME; WHAT ABOUT YOU RESPONDING BY MAKING SURE A CHECK IS SENT ASAP; MY REQUEST WAS MANY WEEKS AGO?
  
  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,

  ******

   

   

  Business Response

  Date: 04/13/2025

  We sincerely apologize for the inconvenience caused to you. As discussed, we have issued the refund for the product.

• Initial Complaint

  Date:02/28/2025

  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.

  I purchased a Sonicare Prestige 9900 Power Toothbrush with ******* for $267.49 and registered it with Philips. The toothbrush stopped working in December 2024, and I filed a warranty claim. Philips provided a return label, explicitly requesting that I include the charging base, which I did.After several calls and hours spent with customer support, I finally received a replacement toothbrushbut without the charging base, which is necessary for testing and using the device. Despite repeated escalations and inconsistent responses from their offshore customer support team, I have yet to receive a resolution.On January 27, 2025, Philips informed me via email that the charging base had been shipped, but as of today, I have not received it. I am left without a functional toothbrush despite returning my original unit as requested. I seek either the missing charging base or a credit to purchase a new *************** Number: 60-0038008107 Philips Consumer Care: ************** I would appreciate BBBs assistance in resolving this matter.

  Business Response

  Date: 03/13/2025

  Complaint Case #: 23004163
  Consumer: ****** *******
  Internal case number: 60-0037888424
  
  Thank you for bringing this situation to our attention and giving us the opportunity to assist. We have thoroughly reviewed both the forwarded complaint and the information in our consumer contact database.

  
  In researching further, we found that Ms. ******* had reported issues with her ******** not working. We apologized for the inconvenience and requested that she return the original product for a quality evaluation. We offered a warranty replacement; however, the charger was on ************ address this, we prioritized shipment as soon as it became available. Since Ms. ******* was dissatisfied with the color of the charging base, and although the warranty does not guarantee a specific color, we made an exception and offered a full-box replacement of the original model, which she accepted. The full-box replacement was delivered on 03/12/2025.

  
  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: 03/14/2025

  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. 

  The response does not adequately address my experience with this business. I submitted a warranty claim on January 1, 2025.  It is now March 14, 2025 and the process to receive a fully functioning replacement is not acceptable. I had to call Customer Support numerous times and several times the representative who was assisting me disconnected the call. These representatives were clearly following a script with english not being their primary language. You could tell it was a call center due to the noise in the background. It took nearly a month to receive the toothbrush handle. However, the handle alone was useless, because without a charging base, the product does not function. I had to call back again and was sent a plastic stand, but still not a charging base. Finally, a representative agreed to send me a different color charging base. However, when I received the package it was missing the adapter to plug it into an outlet. After filing the BBB complaint, I did receive communication from ******** and she offered to send a brand new, full box replacement, which I accepted. The replacement arrived, but after charging for more than 12 hours, the toothbrush does not function. At this point, I have all of the components to piece together a functioning toothbrush, but the overall experience with this business has been terrible. I believe based on the packaging of the "full box replacement" that I was sent a refurbished model, not a brand new toothbrush.  
  
  Sincerely,
  ****** Phoenix
   
  
  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,

  ******

   

   

  Business Response

  Date: 03/21/2025

  Complaint Case #: 23004163
  Consumer: ****** *******
  Internal case number: 60-0037888424
  
  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 expressed concerns regarding her experience and the replacement she received.We sincerely apologized and reassured her that her feedback is taken very seriously, and we are actively implementing measures to enhance the customer experience. To ensure her replacement toothbrush is functioning properly and that her concerns have been fully addressed, we attempted to contact her but have not received a response.
  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:02/15/2025

  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.

  Hello, dear Better Business Bureau. I would like to report inappropriate behavior of Philips Electronics company. I have a product which is electric razor and I faced an issue with that. I have contacted Philips customer care to find a solution to rescue the razor. After a small conversation with Achraf and after I sent them my original purchase details, I was told that a replacement order will be placed same day. This was on February 13 of this year. After all, I haven't received any order confirmation emails along with any updates. At this point, I do believe that Philips Electronics company, ************************ lied to me since nothing of promised was done.The full conversation was attached to this claim as a proof.

  Business Response

  Date: 02/25/2025

  Complaint Case #: 22945147
  Consumer: **** *****
  Internal case number: 60-0038091574
  
  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 reported issues with his Norelco ******. Following our standard process, we gathered the product details and requested that he return the original item for a quality evaluation before proceeding with a replacement. However, despite multiple attempts to contact **** after informing him about the return, we have not received any response.

  
  If **** ***** wishes to proceed in accordance with our warranty terms we initially informed, he is welcome to contact us via the provided phone number or email during our business hours, Monday through Friday, from 9 AM to 6 PM 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:02/14/2025

  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.

  My ****** stopped functioning a few days ago so I decided to ask Philips for help. Originally, I've asked for some instructions which I could try to apply to make it work again but after a troubleshooting an agent ****** M asked me to provide a picture of the device so it was provided right away over the conversation. After that, the agent told "attach a receipt to process a replacement now", so I went through and attached the whole order details page from my ******* account. After it was uploaded, the agent told me that I should wait for escalation. I don't know what happened but the agent originally lied to me telling that a replacement should be placed now. I found this offensive since I shared everything that I was requested to. After a while I was contacted by Belle (Consumer Experience Team) and that person surprised me telling me that I need to return the ****** for inspection to them. So, I supposed to use the ****** almost every day and now they never provided me any other option except for retrieving it from me without getting me any replacements. I've originally paid about $100 for that low-quality product which worked for just a half of the year. I've replied that "okay, send me that label" since it's better than just throw that away to garbage. Since I was lied by the ****** M and then Belle asked me for absolutely inappropriate things, I'll aim to get this reviewed by a lawyer since the company obviously trying to get away of honoring the warranty. I'll need to ask the higher department for a manual review just to rate these agent's services.

  Business Response

  Date: 02/14/2025

  Complaint Case #: 22940988
  Consumer: ***** ******
  Internal case number: 60-0038086409
  
  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 expressed concerns regarding his Norelco ****** S7887/82. We sincerely apologized for the inconvenience and requested that he return the product for validation before proceeding with a warranty replacement. However, Mr. ****** declined our assistance in resolving the matter.

  
  Philips always reserves the right to validate a product before providing a warranty replacement. If Mr. ****** wishes to proceed in accordance with our warranty terms, he is welcome to contact us via the provided phone number or email during our business hours, Monday through Friday, from 9 AM to 6 PM 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: 02/14/2025

  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. 

  Agent ******** is manipulating facts clearly. This will be stored as well for my further legal actions. At first, the company couldn't even understand that I used the ****** on a daily basis and I would need it for my morning routine. I paid for a WORKING product originally. Then, I faced offensive language and a lie by ****** (see the screenshot), Belle and ******** themselves. I told earlier that I'll return it since it's better than just throwing it away since it's now bricked but I wasn't provided with a return label even though I was told that the return label was issued. This is all too fishy. Now, my role is to aware as much people as needed to stay away from this company. Everything will be discussed during a further legal mails.
  
  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,

  *****

   

   

  Business Response

  Date: 02/21/2025

  Complaint Case #: 22940988
  Consumer: ***** ******
  Internal case number: 60-0038086409
  
  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 expressed dissatisfaction with the warranty process related to his Norelco ****** S7887/82. We sincerely apologized again for the inconvenience and offered our assistance, but Mr. ****** did not respond.

  
  If Mr. ****** wishes to proceed in accordance with our warranty terms we initially informed, he is welcome to contact us via the provided phone number or email during our business hours, Monday through Friday, from 9 AM to 6 PM 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