We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

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.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/01/2024

      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 #********.

      It was a fight to get them to accept responsibility and issue a timely refund, but after many messages they finally provided a refund. The major hang up was that I didn't have the product or my receipt. This faulty product was a replacement of  a three month earlier faulty product. Although I could not find my receipt I stressed the fact that the original would not have been replaced without it. I did have the receipt for the replacement, but they were unable to locate any records from before that transaction. I sincerely hope they look into the fire hazards associated with this product and rectify the situation.

      I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

      I did send them photos as they requested.

      Business Response

      Date: 04/16/2024

      Complaint Case #: 21506385
      Consumer: ***************************
      Internal case number: 60-0036568915

      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 expressed concerns about her Sonicare Airfloss charger malfunctioning. She noticed a burning smell while charging the flosser. Following a thorough troubleshooting process, we informed ****************** about our warranty and safety issue policies, emphasizing that, given the safety concern, we would require the product to be returned. Unfortunately, ****************** indicated that she no longer possesses the product or a valid proof of purchase. However, as a one-time exception, we offered ****************** a refund for her Sonicare Airfloss, which she accepted. ****************** confirmed the delivery of the check on 04/16/2024.
      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:03/28/2024

      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,

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

      Business Response

      Date: 04/01/2024

      Complaint Case #: 21497634
      Consumer: *************************
      Internal case number: 60-0036595823


      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 ****************** expressed concerns about the status of his recent subscription order. We apologized to **************** for the delay caused and assured him that his order had already been shipped. We promptly provided him with the tracking information. ****************** confirmed the delivery of the order on 03/30/2024.


      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:03/23/2024

      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,

      ***********************in the Philips Consumer Refund Program Program. Unfortunately, we are unable to process your request for the following reason(s):The product(s) purchased are not eligible for this offer.Thank you for your interest in this offer.As long as the offer is available, you may resubmit online.*************************************************************The text from the email they sent me (above)- is not in line with their "guarantee"!!!

      Business Response

      Date: 03/29/2024

      Complaint Case #: 21476637
      Consumer: ***********************
      Internal case number: 60-0036472506
      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 ************ expressed concerns about her Sonicare Brushheads she purchased from our website. She expressed that the brushheads are too abrasive for her gums and requested an exchange. We explained our warranty as well as our return terms and conditions to ************ and decided to make an exception by providing her with a replacement for her brushheads. Due to her dissatisfaction with the original purchase, we offered ************ the Sensitive brushheads as a replacement, which she agreed to. ************ confirmed the delivery of the replacement order on 03/28/2024.
      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:03/17/2024

      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 was sent a replacement Philips SonicCare 9500 model electric and smart toothbrush after mine broke on June 11, 2023.The black model they sent me as a replacement that came inside a plastic pouch DID NOT WORK. Often the cleaning modes WOULD STOP EARLIER than their allotted time and it seemed like a dummy brush yet I was unable to phone for a resolution.I recently complained and was sent another same model replacement only in the color purple/grey and this one too has the same problem right out of the plastic sleeve.The original purchase for this toothbrush was made in 2021:TOTAL: $239.95 - $59.99 DISCOUNT + $14.35 TAXES = $194.31 with taxes REFERENCE#: *********** The instructions do not say that leaving the brush discharged as far as the battery is concerned will RUIN IT and thats what I did because I thought it was prolonging the battery and increasing its life to have periodic discharges and travel type experiences off the glass cup that charges the device.

      Business Response

      Date: 03/22/2024

      Complaint Case #: 21445830
      Consumer: *******************
      Internal case number: 60-0036537750
      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 ************** expressed concerns about his Sonicare Diamond Clean Smart 9500 not functioning. We conducted a thorough troubleshooting session and informed ************** about our warranty terms and conditions. We offered him a warranty replacement with an upgraded model, as a one-time exception. ************** agreed for the Diamond Clean Smart 9700. ************** confirmed the delivery of the replacement order on 03/21/2024.
      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:03/01/2024

      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.

      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 # ********.

      They did receive a response.

      Regards,

      *****

       

       

      Business Response

      Date: 03/07/2024

      Complaint Case #: 21371759
      Consumer: ***************************
      Internal case number: 60-0036474557

      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 a warranty claim for his Sonicare Prestige. We tried contacting ******************** several times, however, we have not received any response. At this point, 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 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

      Business Response

      Date: 03/12/2024

      Complaint Case #: 21371759
      Consumer: ***************************
      Internal case number: 60-0036474557


      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

      .
      We initially reached out to ******************** on 03/04/2024, however did not receive a response until 03/07/2024. We have determined that ******************** had raised concerns about a warranty claim he had submitted online for his Sonicare Prestige. We informed ******************** about our warranty terms and conditions. As a one-time exception, we offered him a warranty replacement for his product without a proof of purchase. ******************** confirmed the delivery of the replacement order on 03/12/2024.


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

    • Initial Complaint

      Date:02/23/2024

      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.
      [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: 02/28/2024

      Complaint Case #: 21336135
      Consumer: ***********************
      Internal case number: 60-0036461745

      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 Norelco One Blade not working. We tried contacting ************** several times, however, we have not received any response.At this point, we have closed this case. If ************** contacts us in the future, we will be happy to re-open her case in order to assist her.
      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:02/21/2024

      Type:Product 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.
      Philips sent my PAID FOR products to the wrong address. Ive called mutiple times and emailed with support and been assured the products have been resent and I would receive confirmation and a tracking number in 48 hours. I never have received such communication and customer service is terrible. I have to sit on hold to get a representative who barely speaks English, only for them to ask me if its okay to have ANOTHER representative contact me through email. Ive provided the correct address at least 3 times, the first of which was before the shipping of the first round of product. I was charged nearly a month ago and still nothing. This is ridiculous. Im expecting a refund and Ill just get these items elsewhere from now on.

      Business Response

      Date: 02/27/2024

      Complaint Case #: 21328860
      Consumer: ***************************
      Internal case number: 60-0036444264


      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 Sonicare subscription order. We tried contacting **************** several times however, we have not received any response. At this point, we have closed this case. If **************** contacts us in the future, we will be happy to re-open her case in order to assist her.


      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:02/18/2024

      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 #********. The business provided me with a replacement ****** to resolve the issue.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

      Business Response

      Date: 02/23/2024

      Complaint Case #: 21310003
      Consumer: *************************
      Internal case number: 60-0036437936


      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 regarding a broken latch on his ******. We provided ******************** with information on how to properly maintain his ****** to prevent similar issues in the future. We also informed ******************** about the warranty terms and conditions. As ******************** was dissatisfied with his current ******, we proposed an upgraded model as a replacement, which ******************** accepted. ******************** confirmed the delivery of the order on 02/22/2024.


      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:02/07/2024

      Type:Order 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 have not heard from the business in response to my complaint.

      Business Response

      Date: 02/20/2024

      Dear ******************,

      We acknowledge receipt of your complaint. As this matter involves an amount you owe Philips as a former employee, we will email you privately to address any concerns or questions you have.

      Sincerely,
      Philips 

    Philips Healthcare is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.