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

  2 Procter & Gamble Plaza Cincinnati, OH 45202

  
• 

  The Procter & Gamble Company

  3464 Mike Padgett Hwy Augusta, GA 30906

• 

  The Iams Company

  845 Commerce Dr Henderson, NC 27537

• 

  The Procter & Gamble Company

  17 Eaton Avenue Norwich, NY 13815

• 

  Procter & Gamble

  PO Box 100537 Atlanta, GA 30384-0537

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:10/11/2022

  Type:Product 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’ve used Bounty paper towels for years with no problems. Last week I purchased a 6=15 pack for 15.99 at ******* in ******* ****. They smells so strongly of chemicals upon opening the package that I tried airing them out in the sun for an hour with no improvement so I had to get rid of them.
  Thinking maybe it was an issue with a particular store, I purchased today a2=5 pack at ******* in ****** *or 5 .49. Same chemical smell propel as before.
  I contacted Proctor andGamble today and they declined a refund offering a coupon instead. I don’t need more paper towels that smell like chemicals that I have to throw away.
  Please provide a refund for the 15.99 and 5.49.
  Thank you

  

  Business Response

  Date: 10/17/2022

  Thank you for taking the time to reach us via the Better Business Bureau (BBB). I'm very sorry you were disappointed with your recent experience involving Bounty, and I'm glad you let us know this happened. Please know that I've shared your report appropriately within our company.
  
  Please keep an eye out for an email from us directly regarding the Bounty paper towels you purchased.
  
  Again, we are very sorry to hear about your experience and appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 10/17/2022

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

  Customer Answer

  Date: 11/07/2022

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

   

  Customer called BBB 11/6/22 and stated she has not received the promised refund. 

  

  Business Response

  Date: 11/08/2022

  
  Thank you for reaching out to the Better Business Bureau (BBB) and Bounty. We are very sorry to hear you did not receive your prepaid debit card. Although we do not process the cards directly, we were able to reach out to the financial institution that we work with. They let us know that the card shipped on October 28, 2022. We expect you to receive it by November 18, 2022. If you do not receive it by then, please do not hesitate to reach out to us here at Bounty and we'll have the card reissued. We appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 11/21/2022

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

  This matter was resolved to my satisfaction. 
  Thank you
  
  

• Initial Complaint

  Date:10/07/2022

  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.

  On 9/30/2022 I purchased over $50.00 worth of eligible P & G products which as advertised in the ad paper as well as at the site of the product offered a $15 rebate. I’ve tried entering the info on the provided website three times, spoken to the rebate hotline technicians twice and tried sending an email to P & G’s overall customer service but I’m still unable to collect my rebate. Please help me in resolving this issue. Thank you very much.

  

  Business Response

  Date: 10/12/2022

  Thank you for contacting the Better Business Bureau (BBB) and Tide.
  
  We are very sorry to hear you did not receive your rebate and would be more than happy to assist. We did review our records and have not had a recent rebate offer for purchasing Tide but so that we can better assist you, please provide the name of the promotion and where you saw it advertised, this will give us a better idea of how we can assist. If you have a photo you can provide of the offer, that would be most helpful.
  
  We look forward to hearing from you, and appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 10/12/2022

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

  The question was why I didn’t accept the resolution PP&G offered but they didn’t offer a resolution, they said there was no rebate on Tide, which isn’t the case because they have ads in print as well as at the point of purchase, they have an actual hotline set up for this rebate, and I’ve spoken to representatives that have verified that the rebate exists. I’m not sure why they make this offer then make it so difficult to collect, I have my receipt if you need to see that as well.

  
  

  

  Business Response

  Date: 10/18/2022

  Thank you for reaching back out to the Better Business Bureau (BBB) and Tide.
  
  We're sorry for any confusion. As background, we offer various rebates at all times, which is why we've asked for the name of the offer and requirements. As always, it is important to read the terms of any rebate as they all have different requirements and may have different participating brands.
  
  Please also respond with a full picture of your receipt, showing the date of purchase. Once we hear back from you with this information, we can assist you further.
  
  We look forward to hearing from you, and appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 10/19/2022

  Requested receipts attached.

• Initial Complaint

  Date:10/05/2022

  Type:Product 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.

  Requested $10 REFUND CHECK from Olay before coupon expiration date per retailer instructions. Declined another coupon from Olay because I had already spent $81.23 and could get another coupon anytime from the paper. Needed the $10 check. Went back and forth with Olay for a month. One day they kept me on hold for 1 hour & 26 minutes until I had to hang up! They refused to give info for Proctor & Gamble corporate office. Thereafter contacted Consumer Protection Council. Lady was getting contact date with Olay mixed up with their Complaint date so asked for a referral from them which was to BBB. Received documents back in the mail on 10/3 from Consumer Assistance Council. On the previous refund, Olay sent my personal info to ******* Bank who opened up a ** Debit Card for my refund. It is embossed with the 16 digits, expiration date and my name together with the Master card logo!!!!! Should they have done that, and is that legal? I had to call the bank to close that account after I used the refund as I was concerned credit reporting agencies would consider that debit card an open and then closed account on my record. Olay cannot explain to me why they would issue a $10 refund plus handing to the retailer, but not to me after putting me thru all of this. How do I reach the Proctor & Gamble Corporate Office directly (not customer service)? Current Olay case # is ********. Previous Olay case # was 17307610 which shows my refund. It only took about 5 minutes on the phone to give the coupon sku # and my information. I still have that debit card in my possession for your review, if needed. In addition, I have original coupon, if needed. Depending on who answers the phone, depends on the result! I am really concerned as to why they sent all my personal information to ******* Bank instead of keeping the information within the company and issuing my refund check. Should I contact the Division of Banking about their practice?

  

  Business Response

  Date: 10/05/2022

  Thanks for contacting
  the Better Business Bureau regarding Olay and we’re sorry for your
  disappointment.  In reviewing our records,
  we see where you contacted us in November of 2021 advising you were supposed to
  receive a coupon but didn’t.  Although we
  didn’t have a previous contact, as a gesture of goodwill we issued a $5 debit
  card to use towards a purchase instead of a coupon.  Although we generally do not send coupons or
  debit cards upon request, as a gesture of goodwill, we did do this.  Those cards are issued by the bank we use. Your
  most you advised that you purchased product from a retailer, and they told you
  to contact us for a coupon. That you had a coupon that expired the next day and
  we advised that had to be used at the retailer at the point of purchase, that
  we didn’t reimburse consumers for coupons. 
  
  Please know, we cannot
  force retailers to accept coupons, it is at their discretion and therefore,
  consumers must decide if they want to buy from a retailer that refused to take
  the coupon.  Our process is not to
  reimburse consumers for coupons they had hoped to use which appears to be the situation
  here.  We did as onetime goodwill gesture
  send the $5 prepaid debit card as mentioned but that was an exception.  We’re happy to send you a coupon to use on a
  future purchase at a retailer that accepts coupons but we do not have an offer
  currently where we reimburse you for part of your purchase.
  
  We hope you understand our
  polices and again, would be happy to send an actual coupon for a future
  purchase.
  
  Kind regards.

  Customer Answer

  Date: 10/10/2022

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

  The response from the person thinks I am looking for a coupon!  I have the ORIGINAL coupon, made the REQUIRED purchase and requested the $10 REFUND within the promotional window.  I need to contact Procter & Gamble, not Olay.  I need to speak with P&G to find out why there would be no problem refunding a retailer $10 plus handling but not a consumer. It is a P&G coupon that is offering the refund.  Olay is only a division of the company.   P&G needs to know that Olay kept me on hold for 1 hour and 26 Minutes one day while waiting to resolve this issue.  I finally had to hang up.  That is a LONG HOLD TIME and they knew that eventually I would hang up.  Who at P&G can I speak to regarding my "EARNED" refund?   I need to know who is responsible at P&G for fulfilling an advertised offer.  Again, I have never requested a coupon, only my entitled $10 refund.

  BBB:  If necessary, I can probably obtain the Agent for Service information thru the State Corporation Division if you need the Agent name, address and phone #, etc.  Please advise.

  Again, I request this issue be addressed thru the corporate office at P$G, NOT Olay.  Thank you for your assistance in this matter!

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

  

  Business Response

  Date: 10/12/2022

  We’re sorry for your continued disappointment and for the hold
  time you reported. We want to assure you that your Better Business Bureau report
  was sent to P&G and is being handled by an employee based at our Global
  Headquarters in Cincinnati Ohio. 
  

  As background, coupons are meant to be used at the point of
  purchase, so at the retailer when buying the product, this is typical usage for
  most coupons issued by manufacturers.  There
  are a variety of reason we generally do not refund consumers for coupons, which
  include but are not limited to cost and the general function of how coupons
  work. You see, there is a cost to issue debit cards, there is postage to send
  the cards, and the general costs of handling request from what could be
  hundreds of thousands of consumers submitting millions of coupons across our
  many brands.  These increased costs have
  the potential to increase the price of our products which would defeat the
  purchase of coupon savings.  The
  submission process by retailers works uniquely and avoids many of these
  additional costs.
  

  Again, we were happy to make a onetime goodwill exception for you
  in the past but to be consistent with our policies and fair to all consumers,
  we cannot make another exception.  Please
  know, it is important to use coupons as they are intended which for our
  coupons, is at the time and place of purchase.
  We respect that you may not agree with our coupon policies, decision,
  and understand if you would like to return the items with the receipt for the
  purchase of $81.23 that was reported.  Once received we would consider a refund for the purchase based on the
  amount of product left in the containers from the $81.23 purchase. If you elect
  to return the purchase to us, please use the following directive and
  address.  Please know we will not
  consider other purchases and again would base the refund based on the amount of
  Olay product in the containers.
  
  Carefully package and mail the product to us via a traceable method with a tracking number. We recommend you purchase insurance for the package in the event it's not received or what was shipped is different than what we receive.
  

  Include a copy of the purchase receipt, and on your packing slip include your case number provide case number written on it. Be sure your name and mailing address are present on the slip. 
  

  Include a copy of the postage receipt or make sure postage costs are clearly marked on the package. We will reimburse you for the postage. 
  

  Mail to:
  Alta P&G Team
  ATTN **** *- 2nd Floor
  120 N Commercial St
  Neenah, WI 54956
  
  Once we received the package, we will be in contact with you if there are any issues.
  Please know, it can take 2-4 weeks from the time received to process the return.
  
  Kind Regards

  Customer Answer

  Date: 10/16/2022

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

   

   

  Customer Answer

  Date: 10/19/2022

  Someone sent Complaint to Proctor & Gamble Corporate Office as I requested for review.  Waiting for reply.  Still need someone to explain to me why $10 reimbursement plus handling would be sent to a retailer to cover Proctor and Gamble coupon but won't refund me my "earned"  $10 refund check.  It is my understanding that as of 10/14/22 the Proctor & Gamble net worth is $296,83B but they can put all this time and effort into NOT honoring their own coupon!

  

  Business Response

  Date: 10/27/2022

  Again, we're very sorry you are disappointed in our P&G processes and policies for coupons.  As explained previously, coupons are expected to be redeemed at the place of purchase and not through the manufacturer.  As a onetime gesture of goodwill, we assisted previously but we will not make the exception again since we cannot do this for all consumers.  It is important when using coupons offered by any manufacturer to use them as intended, if you do not agree with the terms of use, we understand if you would not want to purchase our products.  

  We'd also like to address your concern on the debit card that was issued previously as a gesture of goodwill when the coupon was not used correctly.  P&G uses various external partners who are well vetted and trusted to assist us with parts of our business.  Any monetary compensation issued by our team, is done via prepaid debit card using a trusted bank; we cannot issue monetary compensate directly to consumers or in another way.  Please know the information is not used for any other purposes.

  Finally, although we will not issue a debit card per our coupon policies, as a gesture of goodwill, we are sending you a $20 off coupon to be used at the time of purchase at a local retailer near you, the coupon cannot be used online.  We hope you'll use this coupon at your favorite retailer  prior to expiration to save on a future purchase of Olay. Look for that to arrive in the next 14 business days.

  Kind regards.

   

   

   

  Customer Answer

  Date: 10/31/2022

  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:09/27/2022

  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.

  This is related to P&G Secret Aerosol Spray recall issue. Below is the link of mentioned recalled product
  https:*********************************
  
  I purchased their products and contacted P&G earlier this year, so in exchange they sent me "three" secret coupons each valued at $7.00 and coupons were valid till Sep 30 2022. But when I tried to use those coupons on CVS & Target they just "beep" and didn't apply to the product mentioned on the coupon.
  
  So on Sep 2, 2022 I reached out to their consumer support (Contact no. ###-###-####) and they asked me to "write VOID across the coupon, tear it in half and send the picture" through email. P&G Consumer reference number ******** and I was promised $21 physical gift card.
  
  I sent the picture as per their request and reached out again on Sep 9 2022 to get the status. I was told that a $21 physical gift card would be sent within 7-10 business days.
  
  I waited until Sep 26 2022 but haven't received anything in the mail, so again reached out to Consumer support and this time I was told a different story. I was told the coupon limit had exceeded and the gift card which was supposed to be sent is not approved.
  
  This is just an act of fooling customers as you can see because the first company sends coupons as replacement and those coupons don't work, so they ask to tear them off and send the screenshot and later just scam the customer.
  
  I wasted hours in the retail store to use coupons sent by P&G and even talking to their customer support and explaining the issue. I want equal compensation for the time wasted by P& consumer support team by providing wrong information to consumers.
  
  I have attached email communication from P&G and also the picture which they asked to tear the coupons.

  

  Business Response

  Date: 10/10/2022

  Thanks for reaching out to the Better Business Bureau and we’re
  sorry for your disappointment on our decision. As background, during the recall
  you requested more than 30 coupons, which exceeds what we feel is
  reasonable.  Some of these coupons were
  blocked from being mailed. Also, as a gesture of goodwill, we did already make
  an exception and replaced three Old Spice recall coupons with a prepaid debit
  card.  We’re sorry, but with the number
  of reports received, we would not be able to make a second exception.  If you have the proof of purchase for the all
  the products your household registered for with the recall, we would be happy
  to review and reconsider if anything additional can be sent.

  
  Kind regards.

  

  Business Response

  Date: 10/12/2022

  Thank you again for sharing your concerns.  As shared previously, based on the information provided, we are not able to assist as requested.  

  We wish you the best.

   

  Customer Answer

  Date: 10/13/2022

  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.
  

  What a pathetic response, why did you even asked me to tear the coupons when you just want to apologize.
  

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

• Initial Complaint

  Date:09/17/2022

  Type:Product 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.

  We have been using Tide detergent for years. recently used "Tide ultra oxi" and after wash it damaged all our new clothes. this is the first time we tried Tide ultra oxi and unfortunately we washed all our new clothes after our recent trip to Alaska. I tried reaching P & G customer service but no luck so far. I truly appreciate BBB team time and cooperation to reslove this issue. Thank you very much in advance for your help here. I want P & G to provide reimbursement for our damage clothes due to their bad product.

  

  Business Response

  Date: 09/22/2022

  Thank you for taking the time to reach us via the Better Business Bureau (BBB). I'm very sorry you were disappointed with your recent experience involving Tide with Oxi, and I'm glad you let us know this happened. Please know that I've shared your report appropriately within our company.
  
  I want to say again how sorry we were to learn of your experience. 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 always our highest priority. Please be assured all Tide products are extensively evaluated to ensure they will not cause damage when used as directed and are used effectively in hundreds of thousands of homes every day.
  
  Please keep an eye out for an email from us directly regarding the Tide with Oxi to submit a claim. Please be sure to retain the product and the items you reported as damaged.
  
  Again, we are very sorry to hear about your experience and appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 09/25/2022

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

   

  Here I do not have an option to attach many pictures of the damage product but have attached few of them and emailing Tide customer service with all the pictures and details they have requested with the next steps. Thank you BBB team for your help and cooperation.

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

• Initial Complaint

  Date:09/07/2022

  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 called P&G on 8/6/22 regarding damages that occurred to my daughters clothes after using Downy Unstoppables-Fresh scent boosters. Washed clothes in cold water which resulted in small, round, blue stains. Was told to use hand sanitizer/alcohol to remove, if it didn't work, call back & start a damage claim. Called 8/18/22 and told wait for email w/instructions to upload pictures of the damages. I sent 19 pictures of damages, cost to replace, and provided URL's to the items. The total cost $387.90. Told could take 6-8 weeks. 9/6/22 I received a letter from Downy saying that they think the damage was caused by an unstable dye and went over the basics of washing clothes. They provided me with $24.99 of coupons for various P&G products. None of these clothes were damaged after several washes prior to using the Downy product and then once the Downy was used, they had damages. The damage is small, round, blue spots that are identical to the color/size of the scent boosters. I do not want P&G products. I would like to be reimbursed or replacements for my daughters clothes. Due to the limit on characters and upload size, I may not be able to provide all the supporting documents but can be reached for any additional, as I have them.

  

  Business Response

  Date: 09/09/2022

  We thank you for reaching out to Downy and the Better
  Business Bureau. We're sorry you were disappointed in our findings from your digital
  claim. Please now, the product is used in many thousands of households daily without issue so this report is unexpected.  We did offer the option of a
  physical claim so we can do a more thorough evaluation and also emailed you separately to start a physical claim. When the mailing is received, please send us, the
  completed paperwork, and the remaining Downy product used at the time.
  
  
  Once we've had the chance to look into the items and the
  remaining Downy product, we will reach back out to you with further information
  on our next step.
  
  
  We thank you again for reaching out to Downy and the
  Better Business Bureau.

• Initial Complaint

  Date:08/30/2022

  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 a 2.72 l bottle of April Fresh Tide from ****** Supermarkets in **** **** ****** ******* in July 2022. The product itself is great, I've used Tide for years. The problem that occurred was that when I came home I put the bags down on the floor to be put away. When I got to the Tide I saw that the detergent liquid was leaking out of the bottle and onto the carpet. I estimate a half cup of liquid came out. I didn't think much of it, and cleaned it up with paper towels. Well there was a blue stain left about the size of a dinner plate. I went online to find out how to clean the detergent out. There was very little on the P&G website, so I called their customer service, after being put on hold for 30 minutes and passed around to various people they eventually hung-up on me. Out of frustration I kept looking online for help. I found a number of sites that described how to clean Tide detergent out of the carpet. First I tried just water and paper towels, pouring and blotting over and over. That worked to an extend, but the blue stain remained (on the beige carpet). Next I tried white vinegar - same blotting process, then baking soda, then a bottle of carpet cleaner from the store. Nothing took it all away. This occurred in my apartment, which I just moved away from. The management of the apartment claimed they couldn't clean it either, and had to replace the carpet. They took the fees from my deposit they held - $274.50. They said they tried 3 times to remove it with a carpet cleaner. I'm currently unemployed, and this hurt. Is there anything that can be done to help me? If the bottle hadn't leaked this would never have happened. The bottle was brand new and never used. I think Tide should be made aware of this issue as it hurts us consumers.

  

  Business Response

  Date: 09/01/2022

  Thank you for contacting the Better Business Bureau (BBB) and Tide.
  
  
  Were very sorry to hear about your experience regarding Tide April Fresh. We have strict quality controls in place to ensure you receive the product in the best possible condition. Please look for an email from Tide with further details about how we can assist.
  
  
  We appreciate the opportunity to address your concerns.
  
  

• Initial Complaint

  Date:08/26/2022

  Type:Delivery 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 applied for a rebate on the P&G rebate website. My rebate was accepted and I received an email on April 6, 2022 saying I would receive my $15 rebate pre-paid card within 6-8 weeks. I never did so I emailed P&G and received a response on June 7, 2022 saying the card had been re-issued and I would receive it in 2 weeks. Never received it - so emailed again and on July 22nd received a response saying it would be 're-issued" and sent out to be received in 2-4 weeks. So I have emailed 3 times, after submitting the rebate,, each time the response is that another card has been sent out but I never receive a card. I have checked with my mailman, I receive all my other mail, so this seems very strange and I have a hard time believing they have actually sent out 3 cards.
  I am asking P&G to send me my $15 rebate in another form, such as a Direct Deposit to my bank account.
  
  Thank you,
  Suzette Michel

  

  Business Response

  Date: 09/06/2022

  Thank you for reaching out to the Better Business Bureau (BBB) regarding the rebate.  We're sorry to hear of the issues you've had receiving it and immediately reached out to our Promotions Team since we do not have access to their records.  We did hear back from them and the payment has been approved and sent for processing but it may take up to 30 days to reach you.  In the meantime, our team will send you some coupons for some of our most popular products as a gesture of goodwill for the inconvenience. 

  Please let the BBB know if the debit card does not reach you within 30 days.

   

  Kind regards. 

  Customer Answer

  Date: 09/08/2022

  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.
  
  
  Regards,
  
  
  
  ******* ******

   

  Hello;

  P&G says they are sending out another rebate card and it will take up to 30 days to receive. Until I actually receive the card, as they have sent out 3 others I never received, I cannot say that the complaint is closed. 

  

  Business Response

  Date: 09/14/2022

  Thank your for your response, please let us know if the debit card does not arrive as stated.

  Kind regards. 

• Initial Complaint

  Date:08/24/2022

  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.

  Hi,
  I placed an order on August 16 and I received the item on August 20. I opened the package on the same day and realized that is a big scratch on the toothbrush display. I paid $115.49 in total. I then tried to find a label to return the product and I couldn't find so I contact customer service on that same day via email. I waited and had no answer, so on Monday talked to customer service via chat and she asked me for pictures of the product which I sent via email. I just received information that they are asking me to send the product back and I have to pay for shipping and they will give me my money back on a Prepaid Card. I mean this is so absurd and ridiculous. It is their fault of sending me a damaged product. If the toothbrush was $15 bucks... okay, but is so expensive and I refuse to accept that I have to pay for the shipping to send the product back and I do not accept any prepaid card as a form of refund. I want my money back in the original form of payment. I can't believe that this company takes advantage of people when they were the one making the mistake!!! If I had purchased from ****** they would take the product back and deal with it, because they have good customer service... If I knew I was going to have to deal with this I would never ever purchase from them. I mean it's not that I regretted the purchase, but I can't and won't accept a $120 product damaged... I won't... I have all emails and picture of the product. I did not even use or tested because I think is insane to pay so much for something and have a product that who knows why is scratched, is it used and they just put inside the box again? So frustrating.

  

  Business Response

  Date: 08/29/2022

  Thank you for contacting the Better Business Bureau (BBB) and Oral-B.
  
  We are sorry to hear that your Oral-B toothbrush arrived to you in less than perfect condition. After researching this further, we see that we offered to replace the damaged brush in accordance with our store policy but the offer was declined. While we understand you would prefer a refund, this would need to be done through our Money Back Guarantee process. This information was also provided previously. For more information, please see our store policy here: https://oralb.com/en-us/oral-b-shop-policy/.
  
  Please know that, your feedback will be shared with the rest of our Oral-B team. We appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 08/29/2022

  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 refuse to accept this because it is nothing that I asked for. I don't want the product, I don't want a replacement. I don't want to deal with Oral B or Procter Gamble ever again. I have wasted so much time writing and complaining about this matter on here, on email, on social media and the solution for them is only satisfactory for them, not for me. I want a refund of my money on the original form. I have read in plenty of places that the prepaid card to get your money back takes 16 weeks to get to you, which is absurd. I just can't believe that this is so hard to understand for them... THEY were the ones that sent me a damaged product. Their practice is abusive, if they were saying right on the page WE DO NOT REFUND FOR ANY REASON, I would not have purchased from them, SIMPLE. But they are shady and write Money Back Guarantee for what reason? Money back Guarantee on their terms only. Ridiculuos.

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

  

  Business Response

  Date: 09/07/2022

  Thanks for reaching back out to Oral-B and the Better Business Bureau.
  
  We’re sorry you are disappointed in our policy. If an item is damaged, we will be more than happy to replace it, however it does not qualify for a refund. If you would like to return the brush to our team directly instead of the Money Back Guarantee team, we would make a one time exception. Please send your brush and the receipt for tracking to the following address:
  
  Alta P&G Team
  ATTN Mary B- 2nd Floor
  *** * ********** **
  ******* ** *****
  
  Once we receive the brush and tracking receipt, we will issue you a refund in the form of a prepaid debit card. This will arrive within 7-10 business days, which is quicker than our money back guarantee method. Once you get the debit card, you can call the number on the back to speak with the bank, and request a check in place of the card.
  
  We thank you again for reaching out to Oral-B and the Better Business Bureau.

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:
  
  
  
  I don't understand how this answer is any different than the ones you guys already sent me. Why is it so hard to understand that this is NOT NOT NOT NOT my fault. YOU GUYS sent me a damaged product and I am the one that have to deal with this HASSLE! I mean I even have to pay to ship it back??????????????????? This is ridiculous. The answer is the same one over and over and you are not doing any ONE TIME EXCEPTION because you are not doing anything to help. I want return the product? YES!!!! I want a FREE LABEL to send it back. And where is the exception made for this? When is literally the same answer over and over... I don't want a prepaid card, and have to deal with bank calling and asking for a check, like NO!!!!! We are in 2022 for god sake... YOU ARE THE ONES THAT send me a SCRATCHED USED PRODUCT, REFURBISHED OR WHATEVER. 
  
  
  Regards,
  
  
  
  ******* ***** ****** *** *****
  

  

  Business Response

  Date: 09/14/2022

  We’re very sorry we’ve
  disappointed you.  Per our policy, if an
  item is damaged, we replace the items but do not refund it as you would
  prefer.  We offered the option we have
  available but since you prefer a refund, you would typically have to go through
  the Money Back Guarantee (MBG) process.  We did offer an exception to return the product to our team instead, the
  benefit here is that we can handle the case much faster than the time it takes
  the MBG Team. We know you would also prefer a refund to your original form of
  purchase but again, that is not within our policy.  We can issue a debit card and another benefit
  of us sending the debit card is that you can convert it to a check as explained
  previously. It is very important to review all terms and policies prior to
  purchase in the event you may want to return the product, regardless of the
  reason.

  
  We respect the option is
  your if you would like to return the unit to our team or the MBG Team, but we
  will not be able to issue a refund via debit card without the product being returned
  to one of the two locations. If you would like the details on how to return the
  unit to our team, which is faster, please reply to the BBB and let us know.

  
  Also, be assured we have shared
  your disappointment with our policies.  We
  look forward to your reply.

  Customer Answer

  Date: 09/20/2022

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

  Customer Answer

  Date: 09/20/2022

  Hi, 

   

  Clarification? I mean how many times do I have I have to explain to them that whatever they are writing and offer I do not accept? Procter and Gamble keeps answering the same thing over and over, saying that they are doing an exception for me. What exception? Like you guys that send ME A DAMAGED PRODUCT. Why is it so hard to understand? I do NOT ACCEPT A DEBIT CARD OF ANY TYPE AS A REFUND. I will PAY THE SHIPPING TO RETURN because of COURSE THERE IS NO EXCEPTION MADE in this case from you guys... BUT I WILL NOT ACCEPT A DEBIT CARD AS A REFUND. If you want you can contact the form of payment I used and tell them to not charge me, I will send the proof I returned the item and that's it. Procter and Gamble is acting like you guys are doing me a favor like... doing an exception? I mean this is ridiculous... I wasted so much time here talking and typing. What a horrible company. 

• Initial Complaint

  Date:08/23/2022

  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.

  This is my second time writing about the same issue. I placed an order for Oral-B toothbrush replacement heads, but within couple of seconds after placing my order, I received an email that my order has been canceled. Why?? Because my name doesn't sound like an American name. Really?? So, you're only selling your products to only people with American sounding names. Last time I talked to their customer service representative, but they didn't give me any answer that why my order is canceled. All he said that this is a decision by our store manager. They even didn't hear my concern properly because when I spelled my name upon asking, he kept saying what?.... what? and hanged up my call. So this is discrimination based upon my name. Obviously!! You can ignore 1 time, but now it's repeating.
  My issue has never been resolved. So, it was my mistake to chose and trust Oral-B products, but I forgot my name doesn't sound like an American name. This is totally DISCRIMINATION BASED UPON MY NAME. I don't have any high hopes that this issue will be resolved, but for the sake of other people, I am writing this complaint to make them aware that this company still do DISCRIMINATION, based upon the NAME, MY RACE!! ........ I don't know what their issue is because they never tried to listen and resolve my issue. It's a shame on this company. I used to live in India and I really liked Oral-B products, but I don't think I can trust this company anymore while I'm in US.
  You can do better, if you leave behind discrimination.

  

  Business Response

  Date: 08/30/2022

  Thank
  you for reaching out to the Better Business Bureau regarding ordering from
  Oral-B.  We’re sorry for your disappointment
  and would like to share information to help with understanding.  As with most online retailers, our ordering
  system does have behind the scenes checks that will block orders if there is
  unusual activity.  In your situation,
  there have been 51 order attempts over the last 12 months.  In addition, there were 11 different forms of
  payment, 6 different email addresses, and 5 different shipping names/addresses
  used.
  
  For
  these reasons, you were placed on our decline list for ordering.
  
  Kind
  regards.

  Customer Answer

  Date: 08/30/2022

  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.
  

  1) All I got from Oral-B in past 12 months is 3 electric toothbrushes and for that I had to made multiple orders because they kept declining my orders. Same thing happened now, all I needed was replacement heads for my toothbrush, but they keep declining my orders. One of their customer representative told me to use different forms of payment and email, so I did, but the same result.  Why such a discrimination to me? 

  2) This company never even tried to address the issue of this dispute. 

   

  3) They never offered any resolution or never even said a single time, that we will fix this issue for your future orders. They never tried to help me.  

   

  4) This company never made an offer of resolution to me. All they keep explaining their company's system policies.  They don't care about their customers. 

  I'm very disappointed and frustrated. My rights as a customer are totally crushed by this company. 

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

  

  Business Response

  Date: 09/06/2022

  We're sorry you continue to be disappointed but we will not be able to change our decision regarding your orders based on the information provided.  We do wish you the best.

  Customer Answer

  Date: 09/07/2022

  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.
  

   

  This company is neither trying to address the issue of this dispute nor they are offering any resolution.  Instead they are trying to harass me by being rude to me and refusing to help me. I feel like they're doing this to me because of race, because of my name (which doesn't sound American). This company is very rude and unprofessional. 

   

  Sincerely, 
  
  
  
  ****** *****