Complaints

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:09/22/2023

  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.

  SmartMouth's "Clinical Zinc Activated Oral Rinse" 32 oz has had a defective dual-dispense bottle in each of my *two* most recent purchases -- made during stock-up sales several months ago and recently opened -- with the current, most recently-opened bottle first clogging on one side after one use, then spewing out much of the product when tipped for a subsequent use, resulting in a half-full bottle that cannot now be tipped for use at all.And, no, I'm not new to SmartMouth's dual-dispense bottles: I've happily used SmartMouth for several years without encountering the aforementioned problems until these two most recent purchases.For years, I've been willing to pay SmartMouth's extremely high prices, as the product's effectiveness ensures that I'm not offending my colleagues and clients with bad breath.However, I'm not willing to pay SmartMouth's high prices when its recent and ongoing run of defective packaging means that more of its oral rinse lands on my bathroom floor or my work shirt than in my mouth -- despite my experienced, correct, and careful adherence to the set-up and use instructions on the bottle.Since I've retained only the current 1 of the 2 aforementioned defective bottles, I'd like to be reimbursed for the cost of said bottle, which I'm happy to return to the manufacturer with my sales receipt if provided with a paid mailer.Thank you.

  

  Business Response

  Date: 10/06/2023

  I have researched this with our customer service team. The customer called our customer service line and left a voicemail. Our team then attempted call back twice on that same day and left a voicemail for the customer, with no response. We will email the customer today with information on our satisfaction guarantee and the process for starting a refund. This information can be publicly found on our website  ********************************************************