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Business Profile

Electronic Equipment Dealers

Philips Healthcare

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Equipment Dealers.

Complaints

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

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Philips Healthcare has 3 locations, listed below.

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    Customer Complaints Summary

    • 167 total complaints in the last 3 years.
    • 45 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Dear ***/*****,I am writing to file a formal complaint against Philips concerning a defective ******** electric toothbrush I purchased and the subsequent handling of my warranty claim by their customer service.Details of the Purchase: Product: Philips ******** Electric Toothbrush Date of Purchase: 08/10/2023 Location of Purchase: Amazon Issue:My ******** electric toothbrush stopped working recently, well within the warranty period. I contacted Philips customer service to initiate a warranty claim and seek a replacement or repair for the defective product.Philips' Response:During my interaction with the Philips customer service team, I was met with unprofessional and accusatory behavior. The representative insinuated that I was attempting to commit fraud by claiming the product was defective. This accusation is baseless, offensive, and has caused me significant distress.Resolution Sought:I respectfully request the following actions from Philips: A formal apology for the baseless accusation of fraud. Fulfillment of the warranty terms by either repairing or replacing the defective ******** electric toothbrush. Improved training for customer service representatives to handle such issues professionally and courteously.As a loyal customer who has trusted ********************** for quality products, I am extremely disappointed by this experience. I hope that through the intervention of the Better Business Bureau, Philips will address this issue promptly and ensure that no other customers have to endure similar treatment.Thank you for your attention to this matter. I look forward to a swift and satisfactory resolution.Sincerely,

      Business Response

      Date: 07/05/2024

      Complaint Case #: 21858864
      Consumer: *********************
      Internal case number: 60-0036914502

      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. 


      Upon further investigation, we determined that ****************** had reported issues with his warranty claim being rejected. We provided a detailed explanation of our warranty process and requested that he return the original toothbrush for a quality analysis prior to processing a replacement. A prepaid return label was sent to ******************. However, there has been no tracking activity since the label was issued. Despite multiple attempts to contact ******************, we have not received any response from him. Consequently,we have closed this case. If ****************** contacts us in the future, we will be happy to re-open his case in order to assist him.


       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:06/13/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 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,

      *******************************rating because every single toothbrush on their official website already has a small discount, a fact that their agents seemed unaware of despite my clear communication about my defective brush and urgent need to place an order.Even more concerning, the system allowed the discount to apply initially but would not finalize the order. After the first attempt to place the order, the discount code became invalid. This entire experience has been extremely disappointing and inconvenient.As a loyal customer, I expect better service and resolution from Philips Sonicare. Therefore, I am requesting the Better Business Bureau's assistance in resolving this matter: A replacement for my defective toothbrush model HX993W ****** to Philips Sonicare 9000 ************ Toothbrush or similar.Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this issue.Sincerely,******

      Business Response

      Date: 06/21/2024

      Complaint Case #: 21812694
      Consumer: *******************************
      Internal case number: 60-0036923246

      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 have determined that ********************* had raised concerns about her toothbrush making a loud noise and her warranty claim being rejected. She also expressed frustration regarding her voucher codes not working. We explained to ********************** that her claim had been denied due to the failure to provide a valid proof of purchase. We informed her about the warranty terms and conditions. However, as a one-time exception, we offered her a replacement handle without requiring a valid receipt. Additionally, we addressed all her concerns regarding the voucher codes. ********************** confirmed the delivery of her replacement handle on 06/21/2024.
      Please advise them to call our Consumer *********** 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:06/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 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 received the new ****** yesterday. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

      Business Response

      Date: 06/21/2024

      Complaint Case #: 21832227
      Consumer: *******************************
      Internal case number: 60-0036955989
      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 have determined that ******************** had reported issues with his Norelco ****** not powering on, with the lock symbol flashing indicating the travel lock was engaged. We informed ******************** about our warranty terms and conditions. Following a thorough troubleshooting process, we made a one-time exception and offered him a warranty replacement for his ******, even without a valid receipt. Since the original model was unavailable, we provided ******************** with an upgraded model, the S5366/95, as a replacement, which he accepted. The replacement order was delivered to ******************** on 06/20/2024.
      Please advise them to call our Consumer *********** 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:06/03/2024

      Type:Product Issues
      Status:
      Resolved
      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 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:05/06/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 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. 
      P.S.

      I really appreciated all the help I received from the CEO's assistant. She was great.


      Regards,

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

      edgeable. Also, I would appreciate if someone would listen to the call that I placed earlier today and see who the woman representative was that I was talking to who didn't know anything and she's trying to document that she had a bad connection but she never told me that.I was promised and expecting a return call from the manager about the issues I encountered but I never got the return call. I had even written to the *** of Phillips but didn't receive a response either.Thanks for your attention in this regard. ************************* **************************. S-************************************************ ************

      Business Response

      Date: 05/09/2024

      Complaint Case #: 21675182
      Consumer: *************************
      Internal case number: 60-0036784304

      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 have determined that **************** raised concerns regarding the absence of a wall adaptor for her new Sonicare 1100 toothbrush. We explained to **************** that as a part of our commitment to sustainability and reducing electronic waste, we have removed power adaptors from several products, recognizing that many consumers already own one or more USB adaptors. Upon learning that **************** did not have a suitable wall adaptor,we promptly sent her a compatible adaptor along with a pack of brush heads,which she accepted. Additionally, **************** reported that her toothbrush was malfunctioning by randomly beeping. After extensive troubleshooting, we offered to send **************** a full- box replacement for her toothbrush. **************** confirmed the delivery of the order on 05/09/2024.


      Please advise them to call our Consumer *********** 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:04/23/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 husband purchased a new Philips Norelco ******. He used it a couple of times, and then it needed to be charged. When he used the charger that came with the ******, it would not charge. After several attempts to get the machine to charge, he gave up and bought a new ******. After using this new ******, a couple of times he then ran into the same issue. It wont charge. The chargers that come with the units do not charge the shavers. Now he has over $200 worth of shavers that will not charge. I reached out to Philips Norelco customer service and got absolutely no help. They were uninterested in our issue and only told me they would offer a 25% off coupon to buy more products that Im sure also will not work or charge. This is absolutely unacceptable customer care and it shows that this company does not care about the products they are peddling. All we wanted were chargers that worked for the money we spent. If this is how Norelco will treat their customers we will never buy another product from them again.

    • Initial Complaint

      Date:04/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 received the Air Floss Ultra on 8/2021 and **************** refused to replace the product [Model HX8332/11] as a result of non-charging, claiming several months over the warranty. Phillips needs to stand behind their brand and replace it. When I asked to speak to the Manager the agent held me on the phone for ten minutes and hung up.

      Business Response

      Date: 04/18/2024

      Complaint Case #: 21576850
      Consumer: *********************************
      Internal case number: 60-0036692576

      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 have determined that ********************** had raised concerns about his Sonicare Airfloss not charging. After conducting comprehensive troubleshooting, we informed ********************** about our warranty terms, clarifying that his Airfloss was out of warranty. However, as a one-time courtesy, we offered ********************** an upgraded model as a replacement, which he accepted. ********************** confirmed the delivery of the Sonicare Airfloss on 04/18/2024.
      Please advise them to call our Consumer *********** 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:04/04/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 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,

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

      Business Response

      Date: 04/15/2024

      Complaint Case #: 21532587
      Consumer: *********************
      Internal case number: 60-0036647853

      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 have determined that ************** had concerns about both the manufacturer's warranty and the Free Brushhead promotion. We clarified our warranty terms and provided her with information on redeeming the Free Brushhead promotion. Additionally, we registered her toothbrushes and offered her a pack of C2 brushheads to compensate for the inconvenience. ************** confirmed the delivery of the order on 04/12/2024.
      Please advise them to call our Consumer *********** 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:04/03/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 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,

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

      Business Response

      Date: 06/27/2024

      Customer had initially raised concern regarding failure to receive a requested refund. In today's follow up with customer, *************************, she advised that refund received roughly a month ago and issue could be closed.

    Philips Healthcare is NOT a BBB Accredited Business.

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