Complaints
This profile includes complaints for The Procter & Gamble Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 375 total complaints in the last 3 years.
- 136 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/30/2022
Type: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 need a refund refund for my Olay product. I have called Olay three times and get hung up on .the product I bought is to help with saggy eyes , but is making my eyes swell
Business Response
Date: 12/08/2022
Thank you for reaching out
to the Better Business Bureau (BBB) regarding you use of one of our Olay
products. We’re very sorry to hear about
your experience with the product and when you contacted us, be assured we will
include that information in our report.
Please know, safety is our
top priority, and all our products are thoroughly evaluated to be safe when
used as directed. But we can imagine how upsetting something like this can be,
so rest assured I will be sharing the details you provided with the rest of my
team, including the additional information we need. We understand some
consumers may have unique sensitivities to ingredients used in everyday
products. Identifying the reasons for your sensitivity to a consumer product
ingredient can be difficult, so if needed, we suggest working with a medical
professional regarding any medical concerns. Also, please be sure to also keep the product in the event our Health and
Safety Team would like it back.
Thank you for including a
copy of the receipt, we would be happy to issue a refund for the price, minus
the coupon savings and excluding tax since we do not collect that. Please look
for a prepaid debit card in the amount of $34, to arrive via postal mail in the next 7-10
business days, although note, with the holidays, it could take a bit longer. It
would also be helpful if you could reply to the BBB with the exact name of the
version you used or a photo and include the production/lot code which is likely
either engraved or ink stamped on the jar and usually starts with an L or LOT.
Again, we’re sorry you won’t
be able to use the product and for the experience when you contacted us, we
truly appreciate you letting us know.
Kind regards.Customer Answer
Date: 12/09/2022
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 need my entire amount of money back. No one called me .what address did you send it to
Regards,
******** *******
Business Response
Date: 12/16/2022
Thanks for reaching out again and we're sorry
for your continued disappointment. The debit card refund was sent to the
address you provided to the Better Business Bureau. The amount refunded
was the amount paid to our company for the purchase of the product, please
clarify what additional amount are you requesting?
Since our last response, we did a 30-day check
of our Olay phone system for a call from the number you provided to the BBB, while
we were unable to find calls Olay, we did find the call to our corporate line. We’re again sorry for the disappointing experience
and would be happy to have a manager call you back, but unfortunately could not
find the calls you referenced. Please provide some good days Monday-Thursday and
times between 9am EST and 6pm EST next week for our team to reach out.Kind regards.
Customer Answer
Date: 12/19/2022
Better Business Bureau:
I have not received anything in the mail from you. I as well am requesting my taxes back
******** *******Initial Complaint
Date:11/29/2022
Type: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.
Good afternoon,
My Oral B toothbrush stopped working, and I am not sure if it's the brush itself that stop functioning or the charger. The thing is that I have not had the item that long and it seems like a common issue with this model, etc. This was your pricier model too. Please assist. Thanks!
Best,Business Response
Date: 11/30/2022
Thanks for contacting the Better Business Bureau (BBB) and P&G. We’re so sorry to learn your Oral B brush stopped working and appreciate the time you’ve taken to let us know about it. It does look as if you’ve reported the same experience last year to the Better Business Bureau as well. As a Company, we're dedicated to making products that improve the lives of our consumers who use them, and the safe and effective use of our products is our priority. Please know that your report has been shared with our Quality Team, as well as the rest of our P&G Team.
If you have your receipt and purchased the toothbrush within the last two years, we recommend using the Online Repair Service on our website. You'll receive a prepaid mailing label which covers the shipping cost, and you'll also get a tracking number which allows you to track the progress of your request online. Here's how to use this service:
1.Go to www.service.braun.com
2.Select your region, country and language.
3.Click on the "Online Check. We are here to help you." area.
4.Click "Next".
Select your product category (e.g., Male Grooming, Oral Care Oral-B) and then follow the instructions.
The Service Center does not open the toothbrush, charger, **********, etc. Each component (handle/charger) is tested and the faulty component is replaced. The Service Center will send back the new component along with the remaining non-defective component(s). If no defect is found, all original components are returned with a note stating the product works within manufacturer's specifications.
Alternatively, you could send in the toothbrush for the Money Back Guarantee if it is within the 60-day window from when it was purchased. If you’d like to go this route, please return your product along with your name, address, contact phone number and the original cash register receipt, indicating purchase price and the date, to the address provided, to receive a prepaid card in the amount of your purchase.
U.S.
Oral-B 60 Day Satisfaction Guarantee
Impact Fulfillment Services
1559 Faucette Road
Burlington, NC
27215
Again, we’re sorry you were unhappy, and we regret any inconvenience. We value your loyalty to P&G products and programs and welcome the opportunity to address your concerns.Customer Answer
Date: 12/04/2022
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,
****** *****Initial Complaint
Date:11/14/2022
Type: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 placed an order on 11/13 on ******* to buy two Olay skincare products worths $47.98. Olay claims that there is a holiday giftcard rebate of "Buy $25 Olay skincare and receive a $25 gift card" as shown in this website https://www.*********************.com/. I uploaded my receipt and my receipt was approved. Then I received an email asks me to enter a code on a website and choose the reward card I want, a $25 ******* gift card, then it says I would receive an email from [email protected] to receive my gift card. However, I never received any further email and I checked all folders of my email. I tried to contact the support and asked them to resend me the link if the email was lost because of technical issues. They never addressed me my problem and replied me with generic response that the email was sent. My account on ********************* is ********************* and I would like to receive the rebate gift card.Business Response
Date: 11/18/2022
Thank you for your loyalty to Olay and for reaching out to
the Better Business Bureau regarding your rebate submission. We’re so sorry to hear of this and glad you
let us know. While we do not handle promotions,
we did reach out to the Promotions Team, and they confirmed the $25 *******
award was sent 11.16.22 and should be in your inbox.Thank you again for reaching out and please let us know if you have any additional questions or concerns.
Customer Answer
Date: 11/19/2022
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:11/09/2022
Type: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.
July 22nd of this year I placed an order on the Crest website for a teeth whitening kit that cost $48. A return was arranged and I was sent a packet with a return label. I included everything that was asked for. Such as my information, my order information, the product and the packaging/barcode label.
I kept being told to wait 6-8 weeks. They finally give me a number to call. ###-###-#### However, they can't help me either. They said that they "don't know" because they don't send out packets. The next person gave me another number ###-###-#### and they basically said the same thing but they were aware of the packets. Each department insisted the other handled it. Then 'Crystal' got a rude tone with me even though the number she gave to me directed me right back to her. After being connected to her a few times since none of them could figure it out of course. I got really angry and told them to keep my money which I didn't mean. I sent the product back. I don't have the tracking information either they sent it to me in the mail and I mailed it back.Business Response
Date: 11/15/2022
Thanks for reaching out to Crest and the Better Business Bureau. We’re sorry to hear about your experience with returning your product.
Please keep an eye out for an email from us directly regarding your refund.
We thank you again for reaching out to Crest and the Better Business Bureau.Initial Complaint
Date:11/08/2022
Type: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.
~The date of my transaction was 08/08/2022.
~This is regarding Oral B's Money Back Guarantee for Glide Dental Picks.
~I filed for the Money Back Guarantee that was listed on the back of package for Glide Dental Picks due to the fact that the floss breaks so easily. I believe that these picks were poorly designed and/or defective as it took me 3 picks to completely floss my teeth one time because they kept breaking. I have used competitor's picks without the breakage issue.
~I followed the instructions explicitly to file for the satisfaction money back guarantee but received a postcard denying my claim and indicating the following: "The UPC symbol or proof of purchase is not valid for this promotion."
~Both the original UPC (taken off of the package) and the original receipt from ******* were included.
~I also have a copy of the postmarked envelope which indicates that it was mailed within the 60 day time frame.
~Below please find copies of all of the documentation.
The extremely frustrating part is that despite trying multiple phone numbers, there is no way to reach a live person for your consumers to seek help with such an issue. I resorted to calling the dental provider line to see if they could help but was offered no assistance.
It's concerning that the company offers a money back guarantee on the back of their package, all instructions are followed and required documentation is submitted, but it can be denied without any recourse for the consumer.Business Response
Date: 11/09/2022
Thank you for reaching out to the Better Business Bureau (BBB) and Oral-B.
We are sorry to hear that you did not receive your Money Back Guarantee. Although we do not handle the Money Back Guarantee directly, we did reach out to our promotions team. Please look for an email from Oral-B in your inbox. It will have details on how we are able to assist further.
We appreciate the opportunity to address your concerns.Customer Answer
Date: 11/17/2022
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 have received message from several departments at Procter & Gamble....but no refund has been received to date. Please update. Thank you.
Business Response
Date: 11/29/2022
Thank you for contacting the Better Business Bureau (BBB) and Oral-B. We are very sorry to hear you had not received the card when you recently contacted the BBB. Although we do not issue these cards directly, we reached out to the financial institution that we work with. They let us know that, the debit card was used in full. So, we are happy that the card appears to have reached you in the meantime.
Again, we are very sorry this experience and appreciate the opportunity to address your concerns.Initial Complaint
Date:11/07/2022
Type: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.
On November 2, 2020 I purchased an Oral B ****** * ******** Electric Toothbrush which has a 2 year warranty. I had problems with the battery and charging in general and sent it in to be repaired/replaced in September 2022. The toothbrush was returned to me without having the necessary repairs done, I was able to track the steps repair progress. It showed it was at the service center for exactly 12 minutes. It was incorrectly determined that no repair is needed, the repair report states "Tested through multiple cycles with the battery draining two percent each cycle, could not verify complaint. No fault found."
At home the battery drained 8% every cycle and it would often run out of battery even though the toothbrush is put on the charger when not in use, so it should be impossible for it to run out of battery ever.
As of today, November 7, and conveniently less than a week outside the warranty period the toothbrush stopped working all together even though it's fully charged.
I've been a oral b customer for over 20 years, my kids have electric oral B toothbrushes which were a fraction of the cost and are over 5 years old. This iO-9 toothbrush was the most expensive toothbrush I've ever purchased ($ 299) and the only one I ever had issues with within 2 years and then completely dying after 2 years and 5 days. I've never experienced anything like that with any of my previous oral b electric toothbrushes.
When I received the email survey about the repair I mentioned all these things but never heard anything back.
I should get my toothbrush replaced or repaired as I have sent it in within the 2 year warranty but my repair claim was clearly not handled correctly. Now a new claim has been denied because I'm out of warranty.Business Response
Date: 11/09/2022
Thank you for contacting the Better Business Bureau (BBB) and Oral-B.
I wanted to say how sorry we were to hear of the issue you had with your brush and any confusion that the paperwork caused. We are happy to assist. Please look for an email from Oral-B with further details about how we can help.Customer Answer
Date: 11/12/2022
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.While I did t receive an email I got a replacement toothbrush delivered. I appreciate it.
Regards,
******* *****
Initial Complaint
Date:11/03/2022
Type: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 bought venus razors and one of the blades fell of and sliced my leg. This is the 2nd time their blades have done this.Business Response
Date: 11/08/2022
Thank you for contacting the Better Business Bureau (BBB) and Gillette. We are very sorry to hear of the experience you had with your Venus razor. We want you to have nothing but the best shave when using Gillette so I appreciate your reaching out to let us know what happened. I'm also sharing the details you provided with both my Safety Team and the rest of my Gillette Team. Please look for an email in your inbox from Gillette with further details about how we can help. We appreciate the opportunity to address your concerns.Initial Complaint
Date:11/02/2022
Type: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.
Been purchasing Olay 2 years. Love it. I buy via ******** ******* and get points for the game
Friday the 28, Sat 29 and Sunday 30 purchased 67, 85 and 88. Did not receive credits
Co tacked game and they said contact Olay while they will send order. I could have gotten for free with the points i accumulated I asked to cancel. Olay won't cancel
***** ** ******** says Olay fault
I'm upset. Thinking of suing . Will send package back un openedBusiness Response
Date: 11/08/2022
Thanks for reaching out to the
Olay and the Better Business Bureau regarding your orders, we’re sorry to hear of
your frustration. We appreciate your
loyalty to Olay and were happy to have this researched. As you likely know, per the rules, orders via
games are not eligible for return. For
your report, we did reach out to the game platform, and while they had no
record of being contacted by you or receiving a ticket for missing game currency,
but they confirmed that game currency had now been awarded. For ******* and ******* the points were
awarded on 10/31/22 and for ******* they were awarded 11/4/22. We also confirmed
that all three orders have shipped and should arrive any day if they haven’t
already.
Again, thank you for making us aware and kind regards.Customer Answer
Date: 11/08/2022
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:10/27/2022
Type: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.
My husband bought the gillette fusion and all of them and the mach 3 and they really don't really shave on his face and it always cuts him when he uses them .
He paid $ 250.00 dollars for all the razors and i have the Gillette venus and all of them and mine really dont cut good they make me bleed on my legs and no no area . I paid $200.00 dollars for all of mine . We are recovering from covid and we are on oxygen. We are on social security disability. We want our money back. We were homeless for 24 days and lived in a motel room. We have a new place now.
Resolution, we want our money back. We want a refund check. Thank you.Business Response
Date: 10/28/2022
Thank you for reaching out to the Better
Business Bureau (BBB) regarding Gillette. In reviewing our records, we see a previous report to the BBB regarding
a variety of P&G products. Again, we’re
sorry to hear of the many issues you’ve had with P&G products. We also see
that we’ve had numerous other reports, on a variety of products, from your
previous residence that have far exceeded what we feel is reasonable, we’re
sorry but we cannot send additional compensation.Per the letters we have sent
previously, you would need to return all affected product for evaluation and
consideration of compensation. Other options are to buy the product at a
retailer that will allow you to return it if it does not meet your needs. We
understand that based on our criteria you may decide to no longer use our
products, we respect if that is your decision and wish you and your family the
best.
Kind regards.Initial Complaint
Date:10/14/2022
Type: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 returned an Oral B series * *** recharge electric tooth brush.
To Oral B Pulsar MBG Department ***** ** *** **** ******* ******* *****.
The company said it takes 8-9 weeks to refund onto visa cash card.
I returned the item July 5,2022 the company received the package and or return on July 12,2022.According to USPS tracking number # ************************-53.weight of package 1 lb 9.8 oz.I have called oral B by phone and Live chat with a Curtis many times checking the status of my refund.I was told they didn’t receive the package / return.I have the copy of the live chat inquiry from July 01,2022 with Curtis from oral B confirm the correct address above to return the item for the oral B pulsar MBG.I spoke with a Jason with Oral B he said he would get all this information to an supervisor.###-###-####.
There was another oral B team member that I spoke with Crystal and she said the ******* department didn’t receive a package.and there wasn’t anything she could do.I asked crystal for the ******* department where the item was shipped to phone number and she said she couldn’t give me the information. But that she was in in contact with the ******* ******* department by via email.
The company - Oral B Pulsar MBG has not given me a refund or my product back.Business Response
Date: 10/18/2022
Thank you for reaching out to the Better Business Bureau (BBB) and Oral-B.
We are sorry to hear that you did not receive your Money Back Guarantee. Although we do not handle the Money Back Guarantee directly, we did reach out to our promotions team. Please look for an email from Oral-B in your inbox. It will have details on how we are able to assist further.
We appreciate the opportunity to address your concerns.
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