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:10/01/2024

  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.

  After purchasing a Philips Sonicare 1100 electric toothbrush it came with a offer of a free replacement brush head. After completing the registration and sign up as required at the FREEBRUSHHEAD site, it turns out there is no free brush head at all. Just deceptive advertising to get you to sign up for a quarterly subscription to buy brushes at $12 dollars a piece. The first brush is only free if you provide a credit card and commit to buying one every 3 months. I think if I have to give them my information to establish an account for the supposed free brush they ought to give you the brush. Well that's all thanks.

  Business Response

  Date: 10/07/2024

  Complaint Case #: 22366512
  Consumer: ****** ********
  Internal case number: 60-0037465431

  
  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 inour consumer contact database.

  
  In researching further, we have determined that Mr. ******** had expressed concerns regarding the Sonicare Free Brushhead promotion. We reached out to him to clarify the redemption process, explaining that to receive the free brushhead, he would need to set up a ******** subscription, which could be canceled at any time. As a goodwill gesture, we offered him a complimentary pack of brushheads. Mr. ******** confirmed the delivery of the order on 10/7/2024.

  
  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: 10/07/2024

  [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:09/06/2024

  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 toothbrush on 2022/9/3, and the connection was loose on early August 2024, I reached out to customer service on 2024/8/15 regarding this issue and they said they can send me a replacement. Howvever i never received any tracking. I reached out back to them 5 times, they keep asking my receipt and always says they will send out the replacement but never sent it out. My caim number with them 60-0037290850

  Business Response

  Date: 09/13/2024

  Complaint Case #: 22249801
  Consumer: ***************************
  Internal case number: 60-0037290850
  
  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 determined that ************** had raised concerns about the loose shaft of her Sonicare Diamond Clean toothbrush.Following a thorough troubleshooting process, we requested valid proof of purchase to verify the product details, but the information provided did not match our records. We explained our warranty terms to ************** and, as a one-time exception, offered her a full-box replacement. Since the Diamond Clean was out of stock, we offered the Diamond Clean Smart instead, which she accepted. ************** later confirmed the receipt of her order on 09/12/2024.

  
  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: 09/13/2024

  [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:08/31/2024

  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 brand new one blade pro **************************************************************** this product, when I first got it the motor and blade didn't sound like it was new and didn't even cut as good as the cheaper one blade I got and used for over 3 years before upgrading to the pro. I hope it just needed a good charge and maybe some use but now after 9 months it's sounds and seems like it's already dying the motor hardy cuts and is super quiet. I don't know if this single unit was a dud but I would like a replacement with maybe hopefully a new unit manufacturer recently.

  Business Response

  Date: 09/10/2024

  Complaint Case #: 22222863
  Consumer: *****************************
  Internal case number: 60-0037356682
  
  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 determined that ***************************** had raised concerns about his Norelco OneBlade Pro not functioning as expected. We apologized to ******************** and, following a comprehensive troubleshooting process, ordered a full replacement for his OneBlade Pro. We are currently awaiting delivery of the replacement unit.

  
  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: 09/18/2024

  [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:08/30/2024

  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 contacted Philips because I received a toothbrush head despite cancelling my subscription. Upon looking at my account, it said that there were no active subscriptions. I called their customer service to see if they were able to cancel it, but they also said they could not locate a subscription, and were unsure how I received it. Since I had been charged for the toothbrush head I didn't want, I asked for a refund, which the *** said they could not do. I again inquired how I was to go about cancelling my supposed subscription since I do not wish to use the service and don't want to be charged every few months for something I won't use, and they said that there was nothing that they could do.

  Business Response

  Date: 09/11/2024

  Complaint Case #: 22221758
  Consumer: *******************
  Internal case number: 60-0037303761
  
  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 determined that ************** had raised concerns about being charged for a cancelled subscription. After verifying his email and billing address, we discovered that he still had an active subscription associated with a different email. To resolve the issue, we cancelled the active subscription to prevent any additional charges and issued a refund for the last two billing cycles.

  
  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: 09/16/2024

  [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:08/09/2024

  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.

  Purchased Philips Sleep Buds with Kokoon. The product had a 30-day trial period. The product did not meet my expectations so I followed the process to return the product for a refund in December 2023. My return was processed and I was instructed to ship the product back to the company. The returned product was delivered in January 2024. Company support acknowledged receipt of the returned product but has not processed my refund. Company support has stopped responding to my requests to process my refund.

  Business Response

  Date: 08/30/2024

  Thanks for being patient. The original product was sold in ******, so it took longer than expected to find the correct team to handle this. The customer was refunded last week, and this matter should now be considered closed.

  Customer Answer

  Date: 09/04/2024

  [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:08/05/2024

  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 brand new Philips DiamondClean toothbrush HX9954, serial number ******. The power button stopped working so I contacted Philips ***************** I don't have the receipt but based on the Serial number, the agent has confirmed the toothbrush is still under warranty and he's shipped me a new toothbrush. I received the new toothbrush and noticed the new toothbrush has model number HX993R. The original charger I have with the broken HX9954 is not compatible. So I am unable to charge this new replacement toothbrush HX993R. So I contacted Philips **************** again and asked for a compatible charger for the new HX993R. The agent keeps on asking me for the receipt. I explained that I didn't have the receipt and even the Philips customer service agent was able to confirm the warranty based on serial number - this is the reason I actually received a replacement toothbrush (HX993R).All I'm asking for is a compatible charger for this HX993R toothbrush but the ******** service agent (Name is **** from Consumer Experience Team) keep on asking for receipt. We keep going back and forth in circles. The warranty is already confirmed based on the serial number - so why the agent keep on asking for receipt when I clearly indicated I don't have it anymore in my very first contact with Philips?I have a case number as reference of this: 60-0037120242.All I'm asking for is to ship me a compatible charger for the HX993R I received.

  Business Response

  Date: 08/12/2024

  Complaint Case #: 22094353
  Consumer: ***************
  Internal case number: 60-0037120242

  
  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 ******** contacted us about an issue with his Sonicare toothbrush. He reported that his new Sonicare replacement handle no longer charges with the original charging base. We apologized to Mr. ** and verified the product details. We explained him our warranty terms and sent a replacement charging base and charging glass for his Sonicare replacement handle. Mr. ** confirmed the delivery of the order on 08/09/2024.

  
  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: 08/12/2024

  [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:08/04/2024

  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.

  My family has been using Philips Avent Anti-Colic Bottles (with AirFree Vent) since the birth of our child. We use this to feed him formula every 3-4 hours. We started with 4 oz bottles but eventually had to transition to 9 oz bottles as our child grew. My in-laws were kind enough to buy us 3 boxes of the 9 oz bottles, each with 4 bottles.From the moment we started using them, however, the bottles leaked. This not only led to milk all over our child's body and clothes every 4 hours, but also all around our house. They created a ****** called Philips customer service to discuss the issue. They stood by their product, saying it was a one-off issue and not a common problem, which seems unlikley given the issue occurred across different boxes of their product.Philips has outsourced their customer support to a company that is offshore and this vendor is clearly not capable of dealing with customer issues or resolving them. The first **************** *** seemed to be learning on the job. She kept me on the phone 40 minutes, asking questions, putting me on hold (seemingly to check with someone else), then coming back to repeat those questions. The result of this call was nothing. Literally, no email or follow up phone call and no follow up on the the next step she indicated - sending replacement bottles.I called again and once again explained the issue to another ***. This *** said the first one had taken down my email incorrectly and had forgot to ask for additional contact information. This *** then took all my information again and indicated they would be sending replacements. Once again, no replacements were sent and there was no subsequent follow up.At this stage, it is clear that their **************** process is broken and they are incapable of guaranteeing or warranting their products. I would not only like a refund for our purchases but an explanation of why their **************** is so poor.

  Business Response

  Date: 08/19/2024

  Complaint Case #: 22090608
  Consumer: ***********************
  Internal case number: 60-0037120427
  
  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 ************** contacted us regarding an issue with the Avent Anti-colic baby bottles, which were leaking. He mentioned that he had disposed of the bottles because they were not functioning as expected. ************** also expressed his dissatisfaction with the time it took to resolve the issue. We apologized to ************** and verified the product details. After explaining our warranty terms, we noted that he had already received replacements for the original bottles. To compensate for the delay, we offered him with a set of 4 Natural Baby Bottles as a one-time exception, which he accepted. ************** confirmed the delivery of the order on 08/16/2024.

  
  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: 08/20/2024

  [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:07/31/2024

  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.

  After having the ****************************** Procedure completed by my local dentist I was given a sheet to send in some documentation to Philips ********* for receiving a $40 rebate on the procedure. I sent all requested documentation in on March ******* (through mail). I then proceeded to wait the 8-10 week processing time. After not receiving anything back it took me around 8 phone calls (all made 6/21/24) to find the correct customer service number to get information on where my rebate was at. After getting off the phone with the Philips customer service representative I emailed the proper address told to me by the representative to explain my situation and resubmitted all previously mailed documents. On 6/27/24 I made my first followup call and was assured that someone would get back to me within a week to let me know the timeframe on how long it will be before Id receive my rebate.I then called back on 7/5/24 and asked to speak to a supervisor (whos name turned out to be ******). I was told someone would be in touch with me within a week to give a specific timeframe in receiving my rebate. The same day 7/5/24 I received a email from the general customer service email that I emailed back on 6/27/24 stating that they sent a request to the rebate center for an update on the rebate. So at this point Im thinking Im going to get more information soon, but nope more time passes as we now get to 7/17/24. I made my final call to Philips and again spoke to ****** on 7/17, again asking for an update. This time he tells me he needs to get in touch with someone from the rebate team named **** and he should have an update within a week. Given my previous lack of positive news in the past I asked what happens if I dont get anything back, his response was a simple just give us a call back. Gave it till 7/25/24 then replied to the previous email I received letting them know Id be contacting the BBB.

  Business Response

  Date: 08/12/2024

  Complaint Case #: 22069743
  Consumer: *******************
  Internal case number: 60-0037178909
  
  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 raised concerns regarding his Sonicare Zoom rebate. He mentioned that he had submitted the rebate form in March, 2024 but had not yet received the rebate. We apologized to ************** and thoroughly reviewed the details of his case. After confirming his shipping information, we are in the process of reissuing his rebate.

  
  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:07/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 Phillips diamond toothbrushes from HSN cost was$205 each November of 2023. Promotion was $50 rebate each. I mailed box barcode from each package included was the invoice from HSN. I have reached out to Philips 6 times with telephone number given by HSN and on line. They have no record to match my telephone number. Instructions were to mail. Included of course with return address. Curious about the rebate after 5 months

  Business Response

  Date: 08/12/2024

  Complaint Case #: 21719013
  Consumer: *******************************
  Internal case number: 60-0037150629
  
  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 raised concerns regarding her Sonicare rebate. She mentioned that she had submitted two rebate forms in November 2023 but had not yet received the rebate. We apologized to ******************** and thoroughly reviewed the details of her case. After confirming her shipping information, we are in the process of reissuing her rebate.

  
  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:07/22/2024

  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 got this product in May but only got to use recently once my baby was delivered. Unfortunately, the design of the product is pathetic. The ****** being the correct size would not stick and I am restricted to hold the pump in a specific angle and sit at one place the entire time. It is mentally and physically exhausting as I cannot be mobile. If my baby needs me, i am unable to attend her without stopping to pump. It is very uncomfortable and annoying. I reached out to Amazon and they denied returning the product. Instead asked me to contact Philips. I need my money back.

  Business Response

  Date: 08/06/2024

  Complaint Case #: 22028454
  Consumer: ***********************
  Internal case number: 60-0037134789
  
  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 expressed concerns about the ********************* Breast Pump she purchased from Amazon. She reported that the pump was not functioning as expected and requested a refund. After thorough troubleshooting, we offered ************* an upgraded model of the breast pump or any Mother and ********** product of her choice. However, ************* declined the offer and insisted on getting a refund.We explained our return terms and conditions; however, we made an exception and offered her a refund for the ********************* Breast Pump. ************* confirmed the receipt of the refund check on 08/06/2024.

  
  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: 08/09/2024

  [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,
  
  ***********************