Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/23/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Order a home soap for family as a gift. Never arrived, sent several emails (can prove that if needed) and never received a response. Called, no service offered over phone. Chat took 57 minutes according to log to have another sent, family only received straws. I purchased the home soap AND straws (see photo below). Would like them to receive what I paid for.

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 phone soap unit I purchased in January 2023 stopped working properly and is under warranty. After several weeks of emails with their customer service (they do not accept any phone calls for customer service per what I have been told in my emails) I was sent a return label to send my unit back for repair/replacement. I sent the unit back on 10/11/23 and was told it usually takes a couple of weeks for the unit to be returned. I have yet to hear anything from them about my product. I have emailed their customer service daily for the past 3 days and cannot get anyone to respond to me about the status of getting me a replacement unit. I am filing this complaint as I do not know what else to do to get a properly functioning product returned to me. I am attaching a copy of my return label. Thank you, *****

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Homesoap device started having problems a few weeks before the 1 year expiration of it's warranty. I figured I should extend the warranty to make sure I could get it fixed in the event it needed to be. Their website states, "We stand behind our products.. We offer a way to extend our included one-year warranty an extra full year, to a total of a 2-year warranty plan. The plan stays the same but the coverage extends 1 additional year." [********************************************************] After sending numerous emails, I finally gave up. Turned out that the problems I was having were permanent and my unit needs to be serviced,

• Initial Complaint

  Date:03/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Ordered a REFURBISHED AirSoap unit from PhoneSoap on Sept 6th 2022 for $173.92. Received the unit on Sept 13th 2022. Unit appeared to work fine until it was time to clean it. The AirSoap lets you know when it is time to clean it. I cleaned it per their YouTube instructions, once cleaned, I tried to reset the countdown timer to the next cleaning. That is where the problem started - it did not reset. I contacted the company via their website (you CAN NOT contact them over the phone) and they issued me a UPS return label on Dec 23th 2023. I packed the unit up in the original container it arrived in, only to have the unit returned to me on Jan 6th 2023 - it never made it back to PhonSoap for repairs. After many attempts at contacting the company, they contacted me back on Jan 18th 2023, sent me another return label with USPS and told me "At this busy time, we estimate a turnaround of 1-2 weeks once we receive it." They received my broken unit on Jan 27th 2023 @2:00pm. It is now Mar 21st 2023, and I have still not received my repaired unit back AND they will not respond to my emails asking for a status via the RMA# they issued. Either repair the unit and send it back or refund me my money.

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the PhoneSoap Pro UV sanitizer in 2020 and it has stopped working. I worked with Daphne and sent it in for repair. I got it back and it is in worse shape than when I sent it. I have done their chat, emailed Daphne, called and gotten no response. I am very frustrated with this company.

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a Surface Soap UV Wand sold by Phone Soap from Amazon in December 2021 for $199.95 not including tax. On February 4, 2023, a certified letter was received. Our daughter ordered and received the letter as the item was ordered through her Amazon Prime account. The certified letter stated that the item was identified as having safety concerns by the FDA and that the item shouldnt be used and a process was explained on how to return and receive another item to replace. A mailing label was provided to return the item. My issue with the replacement is that it is a Phone Soap Go which is $149.95 and isnt comparable or equivalent value to the wand. It cleans phones and other small items. I asked for a refund from Daphne who I have been dealing with via email and she no. Not a apples to apples exchange to me. Also I have a concern that before the company sold the items they should have had them tested for the issue the FDA noted. UV-C excess light emitted that could cause injury to skin or eyes. How was this overlooked by the company. How do I know if the item they want to replace with is safe.

• Initial Complaint

  Date:02/27/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Really disappointing experience with Order #****** (order placed 2/20/2023) As a return customer, I did not expect to receive the item I ordered as a gift for a loved one: (1) late thanks to UPS citing inclement weather as a reason for the delay of package w/ Tracking # ****************** (package received 2/25/2023) (2) broken and inoperable thanks to poor packaging that is clearly insufficient for such a fragile item with one of the glass cylinders in the unit totally snapped off (video available, in addition to photo uploaded below, upon request) and  (3) incomplete with NO straws whatsoever even though the bundle with straws was ordered. I would like to return the unit immediately at my nearest UPS store, at no cost to me. Please email me a shipping label. I also demand a full refund to my AMEX card as soon as the UPS store has scanned that shipping label.

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Surfacesoap product from this company on 11/26/21. In January 2023, I received written notice from the company that the FDA ruled the product as harmful due to UV ray exposure. They wanted to offer another one of their products, that is reportedly safer, as replacement instead of providing a refund. However, I already own that othet product and will no longer be using due to risk to me and my unborn child. If I am no longer allowed to safely use the product I paid for and they want me to returm, the only acceptable option is a full refund of the purchase price in the method I paid. A store credit is not acceptable since all of their products are not proven to be safe.

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 product I purchased was recalled. I received notice from Amazon to return the product to the manufacturer. I’ve been trying to get in contact with customer support since December with almost daily follow ups. I have not gotten a response. I’d like to return this recalled product for a full refund. Thank you.

• Initial Complaint

  Date:02/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased UV Sanitizing Wand from PhoneSoap on 10/28/21 for $215.95 after receiving a marketing email touting that the wand can disinfect in seconds and was much faster and more efficient than disinfecting wipes. It further stated that it was "engineered for results, designed for safety" and discussed the "patented hand guard and antimicrobial material" and noted that the "SurfaceSoap UV was also designed with your safety in mind". I received a certified letter in the mail postmarked 01/21/23 with a disclaimer on the envelope reading "IMPORTANT - ELECTRONIC PRODUCT RADIATION WARNING". The letter goes on to state that the FDA recently identified safety concerns with the use of UV-C light disinfecting wands, including the SurfaceSoap UV. They go on to say that we must return the SurfaceSoap UV to the manufacturer within (1) month to receive a free replacement device which is a PhoneSoap Go. They claim this is an equivalent device, however, I have purchased several of these in the past and for $99.95 and then receive promo discounting to pay even less. Now they seem to have increased the cost of this unit on their website to $149.95 (but you can still get 30% off as of today). This is not of equivalent value. I have receipts from recent years showing that the starting price was $99.95. I also sent them receipts showing the numerous purchases I made from them, including PhoneSoap Go units and said I just want my money back. They are refusing to refund my money and despite me sending (3) emails, they are no longer responding and never sent me a return label. The only phone number I can find rings to a recorded message saying to email customer service (the same customer service not responding to me). They sold me a dangerous product and I am told I must return it per the FDA but they don't want to refund my money. I want my money back and I will happily return this dangerous device which I can never use again.