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:10/15/2024

  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.

  I purchased 2 Flaus flossers and a subscription to the automatic flosser refills. I input my credit card information and when it was time for the first refill I received notification from Flaus that my credit card was declined. I contacted the ******************* (*****) and was advised there was no decline or attempt to charge the card by this company. Flaus then requested at least 2 more times that I input a different form of payment. After a couple more attempts I advised them of the issue and after going back and forth with them they finally sent me, free of charge, refills so I could use their device. Now, it is once again time for refills and the company is again wanting me to input new payment information. In a good faith effort, I tried Apple Pay and they once again declined it. There is obviously something wrong with their system. I have items which cannot be used unless I have their replacement refills, Flaus refuses to refund my money because I am outside their window for returns. However, since it is their issues, their window is negated and they owe me a full refund for selling me an item and not being able to provide refills which I have given them payment information several times. Where is my credit card information going?

  Business Response

  Date: 10/26/2024

  
  Dear ***** and BBB,
  
  Thank you for bringing these concerns to our attention. At Flaus, we are committed to ensuring our customers enjoy a positive experience, and were sorry to hear about the challenges youve faced with your refill subscription.
  
  Understanding Your Experience
  After reviewing your order and support history, we understand that you purchased two starter kits and subscribed to automatic refill shipments on May 4, with your order arriving on May 11. When your subscription came up for renewal on July 10 - it appears there was a technical issue in communication between our third-party subscription software and ******* which meant we were initially unable to process your refill payment successfully. When we were informed of this issue, we provided you with refill heads at no cost as a gesture of goodwill (order attached showing $0 payment). 
  
  When your subscription was up for renewal in October, we note that the original credit card that errored was still the credit card of record on our subscription service and you encountered similar issues. You were then asked to add another credit card to the platform.  Our records indicate that your refill order was charged successfully on October 12, per your request through the subscription platform (Recharge). I believe this resolved your issues. Please see attached screenshot which shows the order came through the subscription platform.
  
  Subscription Options and Ongoing Support
  We do want to reassure you that our commitment to accessible, consistent product support remains strong. In addition to the subscription service, refills are also available for purchase directly on our website in different quantities and on *******
  
  In addition, we have a wonderful state-side community experience team who is happy to address any of your concerns over email or phone should you require support. 
  
  Return Policy Clarification
  In regard to your request for a refund, our website states here that we have a 30 return policy, which allows customers to return items within 30 days of delivery. As this return window ended on June 10 - we are currently 120 day past the return period and a refund is not possible.
  
  We remain available to assist you with any questions on purchasing refills and with ongoing product support to ensure the best experience with Flaus.
  
  Moving Forward
  We regret that your experience has been impacted by these subscription issues. Please know that our team is continually working to ensure seamless transactions and customer satisfaction, and our support team is available via email and phone to provide assistance as needed.
  
  Thank you for your patience and understanding, and were here to support you in any way we can. We are a small business who is growing and we do appreciate your feedback and support. 
  
  Thank you, 
  *****
  
  

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This company is full of excuses for not fulfilling their part of a contract; however, when it comes to their 30 day refund policy they are holding steadfast. Flaus broke their contract with me when they were unable to fix their issues. While they did provide a free shipment, the free shipment was not provided until I complained several times and continually blamed me for an issue that was theirs. Asking me to repeatedly input a second credit card was ridiculous. The credit card was not the issue. And, as I stated in my complaint, I called the credit card company and Flaus had not even attempted to charge the card. I do not want to have to fight every time I need refills. Flaus needs to put me out of my misery and refund my money for products I originally purchased. I wholeheartedly reject their response to my complaint.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *******
  
  
  
  
   
  

  Business Response

  Date: 11/08/2024

  Dear ***** and BBB,
  
  Thank you for your feedback. Were sorry to hear that our prior response did not  address your concerns. 
  
  We apologize that our third party subscription platform did not work as intended for you. We have processed a full refund for all your Flaus orders (the heads you were charged for through our subscription service and your initial purchase). Screenshots of the refund transactions are attached for your reference.
  
  As a young and growing business, we appreciate your feedback. Please know that we take your experience seriously and are working with our subscription provider to improve these issues. 
  
  With this full refund, we trust that this matter is now resolved. Should you have further questions, please dont hesitate to reach out directly to our customer experience team.
  
  Thank you,
  ***** ****