Complaints

This profile includes complaints for The Procter & Gamble Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Procter & Gamble Company has 77 locations, listed below.

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• 

  The Procter & Gamble Company

  2 Procter & Gamble Plaza Cincinnati, OH 45202

  
• 

  The Procter & Gamble Paper Products Company

  Route 87 PO Box 32 Mehoopany, PA 18629

• 

  Procter & Gamble

  6200 Bryan Park Rd. Browns Summit, NC 27214

• 

  The Procter & Gamble Company

  4638 E Shelby Drive Memphis, TN 38118

• 

  Procter & Gamble

  3701 Monroe Hwy Pineville, LA 71360-4112

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:01/21/2023

  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.

  Proctor & Gamble has failed to honor the Charmin Roll Fit Guarantee. I filed a valid claim and provided proof of purchase and a receipt; however, my claim was denied for no reason.

  

  Business Response

  Date: 02/02/2023

  Thank you for reaching out to the Better Business Bureau regarding the Charmin guarantee. We're sorry for your disappointment and were happy to research this.  While we don't have access to the Promotions Team records, we did ask them to review your submission. They advised the UPC code provided was not in their list of UPC codes, however we have now approved the submission. Please look for the refund via prepaid debit card to arrive in the next four weeks.

  Kind regards. 

• Initial Complaint

  Date:01/21/2023

  Type:Billing 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 participated in the Olay promotion: spend $25+ get $25 Digital Gift Card. I'm really having difficulties receiving the redemption certificate for Instacart Gift Card for $25 that was approved. I purchased the required products per guidelines and submitted for over $25.00. There had some bugs in their website with uploading the receipt process. After I contacted their support several times about this, my receipt was approved for $26.73 which is more than qualifying amount of $25. This was approved as of 12/23/22. After several emails sent and contacted them thru phone calls, they still did not send redemption certificate for the $25 Gift Card yet. Nor responding to any emails that I sent so far.

  

  Business Response

  Date: 01/24/2023

  Thank you for reaching out to the Better Business Bureau regarding the Olay Rebate.  We're so sorry to hear of your experience and are glad to have the opportunity to help.  While we don't have access to the promotions records we did reach out to our Promotions Team and they advised your reward was approved, but didn't process as expected. Please check your email inbox for the reward email, if it is not there, check your junk/spam folders. 

  Kind regards. 

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ********
  

• Initial Complaint

  Date:01/19/2023

  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.

  Bounce has chanced their “Free & Gentle” dryer sheets that are supposed to be fragrance free. The new formula is indeed scented and caused me a severe allergic reaction. When reported to Bounce through ******* report I was brushed off. I went to their website to compare ingredients and was shocked to find over 25 (that’s where I stopped counting) reports of this issue throughout 2022. I had purchased them on sale 5/2022 and just now opened the box. I had severe hives, migraines and asthma attack. It’s unconscionable that Proctor & Gamble knew of the issue, ignored it and put the health of thousands at risk. An immediate warning and recall needs to be issued and the company should have, at minimum, fines issued and business practices reviewed by the proper agencies, for their deliberate inaction taken by P&G and subsidiary Bounce.
  This website contains the dozens of reports/reviews of the perfume issue. ************************************************************************************************

  

  Business Response

  Date: 01/24/2023

  Thank you for reaching out to both
  the Better Business Bureau and our team directly regarding Bounce Free and
  Gentle. We’re so sorry to hear about your experience and appreciate your
  ensuring this was brought to our attention. We hope this finds you doing well.  As a company, we're dedicated to making
  products that improve the lives of our consumers who use them, so it is
  important that we know. Please be assured these comments have been shared with
  the appropriate people in our company.
  
  We also want to share that we
  thoroughly evaluate our products for safety when used as directed. As part of
  standard practice, we regularly monitor our products, as well as our consumer
  comments about them and we maintain an ongoing monitoring program for quality
  and safety. As such, we take your report very seriously and ask that you save
  any remaining unused product for 2 to 3 weeks in case we need more information.
  We also know and respect that some consumers may have unique sensitivities to some
  of the ingredients used in everyday products and would recommend discussing
  concerns further with your medical professional.
  
  We want to assure you the
  Bounce Free and Gentle dryer sheets do not have any added perfumes; they may
  have a scent due to their natural smell of the ingredients, but not added fragrance.  There is also no masking fragrance added to
  cover the natural smell.  If you notice
  the natural smell, it should not transfer on to fabrics after use.  Finally, under unique circumstances, if the
  Bounce Free and Gentle sheets are stored in prolonged contact with strongly scented products, the product/packaging
  can pick up fragrance from other nearby products. 
  
  
  Again, we appreciate you
  reaching out to the Better Business Bureau and our team. Please look for our
  refund to arrive in the coming weeks and we wish you the best.

  Customer Answer

  Date: 01/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Quite simply, a product can not be called “fragrance free” if the materials used to make the product are fragrebced. Using that excuse is absurd. At best, the product should state “no ADDED fragrance” and provide a warning to allergy sufferers that there may be scented materials in the product. 
  It’s important to note that I, and most of the other users who suffered similar reactions, had been using this product for years with no reactions. That makes it clear that something about the product WAS changed. 
  Lastly, the notion that the product may pick up scent from adjacent fragranced products is ridiculous given the number of complaints and in addition, the company stating this is an admission that they are aware that their product packaging is not sufficient to protect allergy sufferers, their main consumer of this product, are at risk of adverse reactions and are not notifying users of the product and f the risk..
  
  
  Regards,
  
  
  
  ***** *****
  
  

• Initial Complaint

  Date:01/18/2023

  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.

  A few months ago I bought the fabreeze plug ins for my new place. I’ve never used them before. One was leaking so I pitched it , the other 2 I put around the house. After a week or so I noticed there wasn’t any fresh smell when walking in so I checked them out. One in my entertainment center had all leaked all over my outlet and when I went to wipe it up the wood disintegrated! I never have seen this before with air fresheners so I got on ******* to message them! Fabreeze said that they would give me $50 or I can fill out for an investigation. I declined the $50 since my furniture is ruined and it cost about $300 . So p&g sent me paperwork to fill out which I included a pic of , and an envelope to mail the defected products in. I had to put the plug ins into a plastic bag so it wouldn’t leak all over the envelope. I got a letter the day before saying that their package says not to use near wood. (That’s incorrect there is no notice) and saying there was nothing wrong with the plug ins and they didn’t have leaks. Another lie. They said my wood was ruined by something else. So I messaged them again via ******* basically saying “f**k you” well not basically I say a few F**k you’s and that I would contact bbb and hopefully get some help. It’s such b******t to me this million/ billion dollar company could take such advantage. If it were more than $300 I would maybe get a lawyer.

  

  Business Response

  Date: 01/20/2023

  Thanks for reaching out to the Better Business Bureau (BBB) and Febreze. We're sorry about your experience with our Febreze Plug-in and your disappointment with our findings.
  
  Please know our decision was in part based on the photo of the damage, the damage appears to be in a area of the furniture away from the edge of the unit and does not appear to have an outlet nearby that the unit would have been inserted in. In addition, based on the shape of the damage in the photo, it appears the unit was set on furniture, which our packaging does warn against. Also, to assure ourselves, as well as you, we performed a test on the Plug warmers you sent in. We inserted a new refill in your warmers and plugged them upright into an outlet, allowing them to be plugged in for an extended period of time. Upon completion of our test, there was no evidence of leaking. In addition, upon visual inspection, there was no damage to the refills that were returned. As a result, we're confident in stating that, it appears the oil leaked from the unit when it was laid on the surface and the leakage was not a result from a defect in the Febreze products, therefore we cannot assume responsibility for the damage.
  
  Please note the following statements included in the package operating instructions:
  
  "Insert warmer unit UPRIGHT into outlet."
  "Rotate plug if necessary."
  "Placing warmer on its side or upside down will cause leakage."
  "Do not place bottle or caps on finished wood surfaces."
  
  Again, we're sorry for your disappointment and wish you the best.

• Initial Complaint

  Date:01/17/2023

  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 had tried to register for the Olay promotion: spend $25+ and get $25. However, I tried to register, it says someone has already registered at your address. I had contacted phone support 3X since mid December and filled out the support form 2X. Each time, I was told the issue was escalated to a manager and that someone will get back to me within 24 hours. As of yet, no one has gotten back to me. I had also tried registering at my mother-in-law's address in which I had received the same message. I know both address has not register for this rebate. I would like someone to manually register me and apply the rebate, I can provided the receipt proof.

  

  Business Response

  Date: 01/23/2023

  Thank you for reaching out to the Better Business Bureau regarding
  the Olay Rebate.  We’re sorry to hear of
  the difficulty you have had and be assured, we’ll report this.  If you could please reply to this message and
  advise which reward you preferred, we’ll be back in touch with you.

  
  We look forward to your reply.

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  

  I would like to receive the $25 rebate for the ****** *** ***** gift card. The original receipts was attached for proof and my mailing address is part of the original compliant in which Protector and Gamble can mail the gift card to me.  If they can have this processed, I would be satisfy with the resolution.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  *** *****
  
  

• Initial Complaint

  Date:01/14/2023

  Type:Billing 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.

  Regarding the Oil Of Olay division holiday offer $25. prepaid gift card. tried applying online like required but was never able to proceed and was locked out. then called hotline and a person and did the process for me over the phone and was locked out again and could not complete the application again. I have been trying to call hotline ###-###-#### again for weeks now automated answer and puts you on hold for hours. there is no answer back. tried to call 24-7. I have tried at least 5 different numbers for oil of olay and all refer to the hotline number. I purchased the products as required and did what i had to do. sounds like a scam to get holiday orders in.

  

  Business Response

  Date: 01/19/2023

  Thanks for reaching out to the Better Business Bureau regarding the Olay Rebate.  We're sorry to hear of your experience and have shared it with our Promotions Team.  Since we do not have access to the promotions records, we have reached out to the team for additional information.  We hope to hear back from them soon.

  We appreciate your patience. 

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** *******

  their response does not work. application on their website cannot be completed. this has been tried several times. time will soon expire for the holiday offer. nobody at the company has given me an acceptable solution or a solution that works.

  

  Business Response

  Date: 01/23/2023

  
  Thank you for reaching out to the Better Business Bureau regarding
  the Olay Rebate.  Again, we’re sorry to
  hear of the difficulty you have had and be assured, we’ll report this.  If you could please reply to this message and
  advise which reward you preferred, we’ll be back in touch with you.

  
  We look forward to your reply.

   

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** *******

  The business has not responded to me and has not resolved the issue even after several contacts and replies to them.

  

  Business Response

  Date: 01/24/2023

  Thank you for writing back.  We're sorry for any confusion, but we do not have access to the Promotion Team records and your communication is being handled via the Better Business Bureau (BBB).  So that we can let our Promotions Team know which reward you would like, please reply directly to the BBB messaging advising which reward you would like.  Once we received that information, we will relay it to our Promotions Team and they'll send you the email with the reward link.

  We look forward to your answer to the above. 
  

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** *******

  I am waiting for the Macys gift card. i have communicated this several times and now cannot get through on the holiday help line.

  

  Business Response

  Date: 01/29/2023

  Thank you for reaching back out to provide our team with the reward requested.  We shared this with the Promotions Team and they sent the email with the reward. I've also included the reward link here: *******************************************************************************************.

   

  Kind regards. 

  Customer Answer

  Date: 01/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *******

  this was only resolved because of input from BBB. thank you.

• Initial Complaint

  Date:01/12/2023

  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.

  Gillette is continuing to produce defective products with their disposable razors specifically the Mach 3 disposables. The quality is getting worse and the company is so greedy they only care about making their products as cheap and crappy as possible and don't care about quality control. I had a brand new product fall apart using it for the first time. I tried to contact their customer service but they treat their customers like shit and don't care about anything.

  

  Business Response

  Date: 01/13/2023

  Thank you for reaching out to the Better Business Bureau and Gillette. We’re sorry to hear about your experience with the Gillette Mach3 Disposable razors, and we would like to assist.
  
  Our products go through many quality checks to ensure they arrive and stay in the best possible condition. Thank you for taking the time to let us know about this.
  
  We have not made any changes to the Mach3 Disposables since their release in 2008. We take pride in our products, and when you aren’t having a great experience, we like to know. We are seeing that you’ve contacted us three times, once in 2020, and twice in 2021 regarding the same issue. Each time we have sent coupons to replace these.
  
  We only recommend buying from reputable retailers to ensure you’re receiving a legitimate product. Online retailers, such as ****** and ****, may have sellers that sell non-legitimate products, so we recommend only buying from stores you know and trust.
  
  Please keep an eye out for an email from us directly regarding your refund.
  
  We appreciate the time you took to reach out to the Better Business Bureau and Gillette. 

• Initial Complaint

  Date:01/12/2023

  Type:Billing 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 applied for the $25 gift for purchasing Oil Olay Products during the required time frame 12/19/2022 12:34 pm
  
  At first the the website would not let me register. So did a search online and there were 100's of complaints of not being able to register.
  So I filed a complaint with your support group. They wrote back saying the problem was fixed so I wrote back with this message below.
  
  It still won't register me.
  You can register me and send me my $25 ***** digital gift card
   
  All the info below is right! Still not working. Olay is doing false advertising. Will be filing complaint with Better Business Bureau
   
  ******* **********
  *************************
  ******** ****** ***** ******** *** ***
   
  Password ***********
   
  Attached is copy of receipt.
  
  finally was able to register.
  My receipt was rejected within seconds.
  Once again I checked online and there were 100's of complaints about the receipts being rejected immediately.
  
  This isn't fair to your customers. First the website doesn't Second valid receipts get rejected in seconds.
  
  Most people won't take the time to file a complaint with the BBB over $25.
  I'm hoping this makes P&G go back send the $25 gift certificates to all the people who bought Oil Olay products in good faith of getting the $25 gift certificates.
  
  Attached is copy of my receipt and copy of the emails between myself and P&G support group.

  

  Business Response

  Date: 01/13/2023

  Thank you for reaching out to the Better Business Bureau regarding the Olay Holiday Promotion.  We're sorry to hear of your experience and did reach out to our Promotions Team since we do not have access to their records. They replied and asked if the personal information you provided the BBB is the same information you registered with.  They looked under the email, first and last name in different combination and could not find any history of this name or email registering or uploading a receipt.  

  We appreciate any additional information you can provide. 

   

  Customer Answer

  Date: 01/14/2023

  Better Business Bureau:

  I've attached a copy of scanned receipt again.

  I cannot see the response from P&G in BBB messages you have sent me and I have not got any emails from P&G.

  I'm a bit confused.
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *****
  
  

  

  Business Response

  Date: 01/19/2023

  Thank you for replying, we have included our previous response below. Please provide the information requested.

   

  Thank you for reaching out to the Better Business Bureau regarding the Olay Holiday Promotion.  We're sorry to hear of your experience and did reach out to our Promotions Team since we do not have access to their records. They replied and asked if the personal information you provided the BBB is the same information you registered with.  They looked under the email, first and last name in different combination and could not find any history of this name or email registering or uploading a receipt.  
  We appreciate any additional information you can provide. 

  Customer Answer

  Date: 01/22/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  They have done nothing.  I was not issued my ****** $25 Digital Gift for buying Oil Olay product.

  One issue is have dyslexia and I see the email for complaint with BBB is different from one for P&G rebate.

  I often switch the "**" and "**" in *******.   My email with BBB is micheal.*************** and with P&G it is *******.***************

  This should not be an issue as below is what I entered on the P&G site.

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

  *******.***************
  Password   *********
  ***** **** ****** ***** ******** *** *** *****
  requested a ***** $25 digital gift card
  Attached is copy of receipt.
  

  attached is everything sent to P&G
  

  
  Regards,
  
  
  
  ******* *****
  
  

  

  Business Response

  Date: 01/24/2023

  Thank you for replying with the correct information used to register for the Olay Rebate.  With the updated email address, the Promotions Team was able to find your record and sent the reward link.  Please check your email for the message, if it is not in your inbox, check your Spam or Junk email folders.

  Kind regards. 

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have not gotten an email from P&G.  I've checked my email both inbox and spam.  Could P&G please write write what their response and resolution they are proposing here so it is recorded with the BBB.

  I've attached a copy of the receipt so BBB has record of it.
  
  
  Regards,
  
  
  
  ******* *****
  
  

  

  Business Response

  Date: 01/29/2023

  Thank you for reaching out again.  While we're unsure why you cannot find the email, we did request the link from our Promotions Team.  Please use *******************************************************************************************.

   

  Kind regards. 

  Customer Answer

  Date: 01/30/2023

  Better Business Bureau:

  Thank you for your help. I finally received my $25 certificate. 

  I know it was only $25 digital gift certificate.   There are so many complaints online of Oil of Olay and P&G not honoring this offering.  

  Big Business scamming consumers.  The BBB keeps these businesses more consumer friendly.  Thanks!
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *****
  
  

• Initial Complaint

  Date:01/11/2023

  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.

  Purchased plug in scent for downstairs powder room. Liquid leaked from product ruining my floor/baseboards. Doesn’t seem to be a way to email a client service department on website. Product is defective. I now need to replace floor and trim.

  

  Business Response

  Date: 01/13/2023

  Thank you for reaching out to the Better Business Bureau and Febreze. We’re sorry to hear about your experience with the plugin, and we would like to assist.
  
  Our claims team has reached out to you regarding this incident. Please be sure to retain the physical product in case we will need to retrieve it. This claim process is not a guarantee of compensation, but of fair evaluation. Once we hear back from you with the information that we’ve requested, we will be able to assist you further.
  
  We appreciate the time you took to reach out to the Better Business Bureau and Febreze. 

• Initial Complaint

  Date:01/11/2023

  Type:Billing 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 participated in Olay Holiday Gift Rebate promotion and my rebate was approved. I was sent my $25 Uber Gift Card, however the link never worked. I reached out to 'yourdigitalreward' but they never responded. Then I reached out to Olay customer support, and they provided one of the worst customer services. Initially they tried to help and resent me the direct link to $25 UBER GC, and when that also did not work, they stopped responding. After multiple emails and customer support request, today I received an email stating "Unfortunately, there is only one reward per location and ******* redeemed their Uber reward on Dec 10th."
  
  This is wrong and is what I am disputing and filing complaint against. I live in Cambridge and ******* lives in Phoenix. I was visiting, and I was made aware of the promo....and it me submitting for myself does not mean I am not eligible just because I submitted from Phoenix.
  
  1. If there was one reward per location, then how come *******'s reward was approve don on Dec 10th, and mine was approved on Dec 12th?
  2. Promotion is one reward per location, well, ******* lives in Phoenix, and I live in Cambridge. As stated, I was visiting during my Winter break. So how come NOW, Olay support is denying my approved reward giving wrong reason as same location. Don't they know Phoenix and Cambridge are two different locations? If my submission from Phoenix is an issue, then I will submit it from Cambridge if that's what Olay wants? Its ridiculous the way Olay tries to run their promotion to deny rebates, which only creates negative impression of this company and product.
  
  Just because they are not able to fix the issue, they should not simply come up with any reason to not resolve the issue.
  
  Kindly look into it.

  

  Business Response

  Date: 01/17/2023

  Thank you for contacting the Better Business Bureau regarding the Olay Holiday Rebate.  We're sorry for your disappointing experience, but are glad you let us know.  While we don't have access to promotions records, we have reached out to the Promotions Team for more information and are waiting for their response.

   

  We appreciate your patience and will be in touch when we have more information. 

  

  Business Response

  Date: 01/19/2023

  Thanks for reaching out to the Better Business Bureau (BBB) about
  the Olay Holiday offer. Our Promotions Team looked further into your report and
  found that two rewards were actually redeemed and a third was attempted to be
  redeemed.  Please know, the terms do
  state that this offer is limited to one per household. The same IP address redeemed
  awards on 12.10.22 and 1.2.23, which it appears our system did not catch, or
  the second attempt would have been blocked. 

  
  We’re sorry for your disappointment, but your household has
  exceeded the one per limit and we cannot provide further assistance.

  
  Kind regards.

  Customer Answer

  Date: 01/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I do not live in that household. I live in Boston, I am a student. I was visiting and I happened to redeem there. Not sure if that accounts for same household. If you want I can redeem at my hostel. 

  You have this strange policy of one per hosue hold, are you wanting only one person in that household to use that product and other members should share? Is that what you want? Anyway, you guys have problem and you do not understand customers. I will return the product and you can keep your gift card. I am anyway not a fan of Olay, just wanted to try. 
  

  
  
  Regards,
  
  
  
  ******* *******