Complaints

This profile includes complaints for SimpleHuman's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SimpleHuman

  19850 Magellan Dr Torrance, CA 90502-1106

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  SimpleHuman

  19801 South Vermont Avenue Torrance, CA 90502

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:04/02/2025

  Type:Service or Repair 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 58L Sensor Trash Can from SimpleHuman in September 2019, and it has been problematic since day one. The sensor has consistently failed, and I've had to replace the lid multiple times, clearly indicating a defect. This trash can cost over $200, and for a premium-priced brand like SimpleHuman, I expected better quality and service. The product comes with a 5-year warranty, and in November 2024, SimpleHuman begrudgingly provided a replacement lid as a so-called courtesy. Despite this, the sensor issues persisted. I contacted them again in March 2025 to express my frustration and requested a trade-in credit towards a non-sensor version of their trash can, specifically the 55L Step Can. I have also purchased a lot of their Q trash liners, which further justifies my request. Instead, I was offered an insulting 20% discount coupon that doesnt remotely compensate for the ongoing defect. The only "repair" option SimpleHuman provided was to purchase a new lid for $120, which is absurd considering a new trash can is $200. I have found dozens of reviews online from others experiencing the same sensor failures, confirming that this is a widespread defect that they have failed to address. When I asked to speak with a manager, the same agent (*******) changed her signature to read *************** Team." This deceptive behavior only intensified my frustration. Misrepresenting oneself as management is unacceptable and unprofessional. As a loyal customer who owns multiple ********************** products, I am incredibly disappointed by how poorly this situation has been handled. I have spent a significant amount of money on this brand, and I expected far better support when a product is defective.SimpleHuman should follow its published "promise" and stand behind its products. Their lack of accountability and dismissive customer service practices are unacceptable. Consumers deserve better from a company that claims to stand for quality and reliability.

  Business Response

  Date: 04/02/2025

  The customer acknowledged that they are aware their product is no longer under warranty. The trash can is covered by a 5-year warranty, which has since expired.
  
  As a gesture of goodwill, we extended a 20% courtesy discount to assist the customer despite the product being outside the warranty period.
  
  For reference, our warranty terms and coverage details are available on our website and can be accessed via the following link:
  
  *****************************************************

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23141180
  
  I am rejecting this response because:

  SimpleHumans response shouldnt even be called a response. They failed to acknowledge the numerous issues I noted, including their employees making false claims about their supposed positions. Not to mention, SimpleHuman is continuing to put the **** on me when they sold me a clearly defective trash can from the start. A 20% goodwill gesture is definitely not. By definition, a goodwill gesture is one which is helpful and cooperative, two things that SimpleHuman is not, especially in this interaction. I would like this complaint to be forwarded and addressed by someone with authority who actually listens to their customers instead of putting the blame back on them and providing a copy/paste canned response  

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

  Business Response

  Date: 04/14/2025

  Weve reviewed  the information once again, and as previously mentioned, the customer has confirmed that their product is no longer within the warranty period. The trash can came with a 5-year limited warranty, which has since expired.
  Although the item is outside the coverage window, weve extended a unique 20% discount as a gesture of goodwill. This personalized offer is valid for an entire year and can be applied toward the full value of any purchase on our website  including new products or replacements of their choice.
  
  For more information on our warranty policy and what it covers, you can view the full terms here:
  *****************************************************

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair 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.

  Soap dispensers have rechargeable batteries which failed in two years and there is no way replace the batteries. They claim warranty has expired. We have to throw away 2 units $60 each simply because the poor design being unable to replace $4 batteries. Such a waste of so much material. Cant believe what I have to do with these nice dispensers thats in perfect shape.

  Business Response

  Date: 03/14/2025

  The customer has two units that are beyond the 2-year warranty period. While they mentioned that ****** was willing to accept a return, they were hoping we could substitute them with a different model. However, this falls outside of our warranty policy, as clearly stated on our website. As a goodwill gesture, we provided the customer with a discount coupon code for their next purchase on our website. Unfortunately, the customer is correct, our rechargeable devices do not have replaceable batteries.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23041647
  
  I am rejecting this response because:

  badly designed product resulting in throwing away the units.
  
  Sincerely,
  
  Chetty Mamandur

  Business Response

  Date: 03/26/2025

  We understand and appreciate the customers concerns regarding the non-replaceable batteries in our soap dispensers. Were sharing this feedback with our product development team as we continue to explore potential improvements, including the possibility of offering replaceable batteries in the future.
  
  While the batteries are not replaceable, the dispensers themselves are recyclable. We recommend checking with the local municipal recycling program to determine the best way to responsibly dispose of the units.

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising 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.

  Terrible shipping and customer service. One of the trash cans I ordered arrived opened and with the top of the shipping box missing. I had to pay ***** $29.50 for a box to ship the trash can back to SimpleHuman for a refund. My return was delivered today and they have not refunded me. The paperwork for my order is in the trash can box. After three phone calls I was refused my request to speak with a supervisor. My emails to ******* have been useless as this individual failed to understand my complaints and didnt offer to pay for the box or issue me a gift card for my nightmare experience. The amount I need refunded is $105 Additionally, a second order of a different trash for $91 can has gone missing via ontrac and my repeated requests to cancel the order, return to sender, or issue a refund have all been ignored. I would like both trash cans refunded for a total of $196 and for them to reimburse me for the $29.50 I paid for a shipping container to return their goods that didnt arrive to me with a usable shipping container.

  Business Response

  Date: 12/19/2024

  Customer was upset that their order was delayed due to weather and overall holiday congestion with the carrier service. After the order was delivered, the customer stated they no longer wanted it and we've been working with them to schedule a pick-up (currently in transit) to have the order returned to us so that we may process a refund.

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair 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 am writing to address ongoing issues with a garbage can I purchased, which has now failed for the second time. During my previous conversation with Revine Jazareno I informed your representative that I no longer have the receipt, as the item was purchased from a store that is no longer in business.Initially, it seemed that a one-time courtesy exchange could be arranged if I provided the receipt. However, in subsequent messages, I have repeatedly been asked for the receipt, and it feels like my concerns are not being fully understood. Ive experienced this issue before and received a replacement, but now the representative claims there is no record of that exchange, despite the fact that it was clearly warranted due to the faulty product.Additionally, I was offered a 20% discount on a new purchase, but given the high cost of these items and their tendency to break within two years, all I am seeking is a replacement for the defective.The item was purchased in 2022 at Bed ************* for over $100, although I don't remember the exact amount.

  Business Response

  Date: 12/10/2024

  The customer was unable to provide proof of purchase for their discontinued product. According to our warranty terms, found here: *****************************************************, A copy of your dated proof of purchase may be required prior to any claims under our warranty. In this case, we referenced the serial number associated with the product, which indicates it is outside the 5-year warranty period. To assist, we offered the customer a discount code to use toward a replacement item from our website.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair 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 a Simple Human automatic soap dispenser on 9/27/2024 through ******, unit was malfunctioning, tried to get warranty service through Simple Human and they do not want to honor the warranty even though I submitted a valid proof of purchase through ******.

  Business Response

  Date: 11/07/2024

  Customer was informed that they purchased our product from a non-authorized third party seller on *** which is not covered under warranty, per our terms displayed on our website. However, an exception was made to provide a replacement as a one time courtesy (October 13, 2024), with no additional warranty going forward.

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair 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.

  Im extremely frustrated with both the quality of their soap dispensers and their customer service. My mom has purchased over 15 automatic soap dispensers in the past few years, 10 of them for herself, and every single one has broken. She keeps buying them because she likes them, but the dispensers never last beyond the warranty period, and fixing them when they clog is nearly impossible. For a $70 product, I expect better durability and ease of repair.Whats even more concerning is the way the company handles customer feedback. When I reached out to their customer service team, asking for a link to leave a review, they refused to provide one. Instead, they told me to submit my feedback to them, saying they would pass it along to management. When I asked if my review would be made public, they said the management team would decide. This is completely unfair and unethical, especially since I informed them I wanted to leave a 1-star review. Their website displays product reviews, but there is no option for customers to leave one directlyeven though my product is registered on their site.This feels like an attempt to control customer feedback and hide negative reviews, and that is deeply concerning. Consumers deserve transparency and the ability to share honest experiences.

  Business Response

  Date: 11/16/2024

  The customer did not purchase the product directly from our website, so they are unable to leave comments unless it is a verified purchase. Additionally, they could not provide proof of purchase to confirm the product is still within the warranty period, as explicitly stated on our website. As a courtesy, we offered the customer a discount code to use toward a new item from our site.

• Initial Complaint

  Date:09/30/2024

  Type:Delivery 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 hope this message finds you well. I am writing to formally express my deep frustration regarding an unresolved issue with simple human.While the company claims the package was delivered, the item I ordered was missing from the box, and it was clear the package had been tampered with when I received it.Despite raising this issue multiple times with Simple human, they have refused to issue a refund, placing blame on external factors and even suggesting that someone within my building could be responsible. While I understand this could be a possibility, the company has failed to offer any meaningful solution or support in resolving the ********* this point, my only remaining option is to file a police report to have the situation formally documented, since no action is being taken by the company to rectify this. Furthermore, my interactions with the agent handling my case have been troubling, as it feels like he is taking my concerns personally and dismissing my situation, which has only added to my ************** a paying customer, I should not be left without recourse or treated as though this issue is not of importance. I have provided all necessary details, including evidence of tampering, and I expect a fair resolution. I kindly ask for your assistance in ensuring that Simple human takes responsibility for this issue.Thank you for your time and attention to this matter. I look forward to hearing from you soon and hope for a swift and fair resolution.

  Business Response

  Date: 10/04/2024

  This customer was issued a refund on 9/19/2024.

  Customer Answer

  Date: 10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22299538, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Maria Perez

• Initial Complaint

  Date:09/30/2024

  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.

  One year ago, I purchased a twin wall mount pump, the kind that's meant to dispense shampoo and conditioner. I've used the product exactly as intended and outlined in the instructions, but 1 of the 4 individual dispensers has malfunctioned and no longer dispenses. I tried to repair the product on my own but a s**** won't come loose so I had no choice but to reach out to the company. On 9/13/24 I texted their customer service and sent them a photo and an explanation and asked for a replacement part. They refused, saying I would need to provide them proof of purchase. I explained that there's no way I'd have kept a receipt for the product a year after buying it. Their only response was to say that I can buy a replacement part at a small discount, but that the part is on backorder and won't be available for 4-6 weeks.

  Business Response

  Date: 10/03/2024

  Unfortunately without a receipt of purchase or registration of the product we cannot verify the warranty.

  Customer Answer

  Date: 10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22281022, and find that this resolution is not satisfactory but the case will go nowhere so ight as well close it.
  
  Sincerely,
  
  Julia Baumann

• Initial Complaint

  Date:09/05/2024

  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.

  Purchased what I deemed an expensive trashcan from simplehuman. Justified cost of product due to the warranty. ******** has a sensor lid. The lid malfunctioned which should be covered under companys warranty. After registering the product back and forth with troubleshooting which didnt work, sending a video of the non-functioning product they ultimately agreed to send a replacement part. Yet it has been over a month since that claim and when following up the company claims the parts ate expected end of September. A customer should not have to wait this length on resolve. Especially when they could issue a new product, refund or credit for a new product. I feel the company makes it intentionally difficult/time consuming to register the product and file a warranty claim only to delay resolve in hopes the customer gives up. If they want this warranty to be what sets them apart it shouldnt take what will be 3 months to resolve the issue. *** requested a replacement product, refund or comparable replacement or to speak with a supervisor & no response.

  Business Response

  Date: 09/09/2024

  Replacement was sent on 8/27/2024

   

  Customer Answer

  Date: 09/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though I feel it was a very delayed offering with much aggravation in the interim.. I do find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair 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 an expensive $250 dollar electronic trash can and the motor and hands free sensor has not been working properly. I am still within the warranty period and when I reached out to Simplehuman, they are refusing to replace the unit and instead said that I have to wait for over a month in order for the part to come back in stock. I spoke with ******* and **. As it currently stands, I am unable to use this expensive trash can and am suffering from loss of use. Simple human has been refusing to expedite this issue despite it being under warranty. If the product isnt good, they should at least make the warranty claim easy and fast.

  Business Response

  Date: 09/09/2024

  Unfortunately we cannot expedite this order as it's out of stock. Once it's in stock, the order has already been placed, so the order will ship right away and the customer will receive an email confirmation.