ComplaintsforSimpleHuman

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a bunch of things for my new home renovation, I waited and waited none of the items ever showed up. I reached out to the shippers (simple human) and they advised me the item was delivered, I said wow thats weird none of the items are here. Since then they told me it shows delivered so they cant help I have been reaching out every way I can via text, email, live chat, ******** to no avail they responded via email and said they will no longer talk to me because they said it was delivered, its been months Ive sent more emails and more chat requests however they are the hardest company to get in touch with

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 15, 2024, SimpleHuman charged a third party card for a pseudo transaction. Not only was this charge performed without consent, the item they claimed to have delivered was never delivered. There is no customer service number to assist and the bots and persons who respond to emails are slow to respond and do not do their due diligence. I will never do business with this company again. I believe this company may not be legitimate and they operate under the radar to purposefully and intentionally fraud people, at least in my case. Buyers beware. If they can charge one persons account for merchandise that was not authorized, they can scam the public quite accordingly. One would think they would at least send the product they charged to the customer. Not in this case. If you end up here, be sure to notify your bank.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  58L trash can hinge broke. Contacted customer service to get replacement hinge. After 3 days they finally ordered the part. The part is on backorder for 4 to 6 weeks. This is our primary trash can so we had to use it in the mean time. It's been 5 weeks and now there lid has formed a Crack due to the twisting of the lid due to the broken hinge. My biggest frustration is not being able to talk to anyone. The texts take hours or days to respond too. This is a premium brand and should have a much better customer service program.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 3.10.2024 I ordered an XL Pet Food Storage Container directly from SimpleHuman.com. It took some time to convince myself I should spend well over 100 on a pet food container but after researching and reading multiple reviews, I decided this purchase would be worth the high dollar price tag. I received my package on 3.14.2024 and it arrived in a box that was enclosed by clear heavy-duty plastic. The storage container sad in a heavy cardboard "seat" with one small piece of bubble wrap between the bottom of the storage container and the cardboard "seat". The top of the container was packed identically. Removing the top piece and then removing the container I found the container itself was enclosed in a flimsy plastic bag with no other protection. Upon removing the container the bottom half of the left side of the container had mutiple large dents. Simplehuman does not take phone calls and if you find their number online and call you merely listen to elevator music for a period of time and then are disconnected. I sent a text message per the website and received a response that I would be contacted within ***** hours. Next I started a chat (which was also a choice on the website). I started the chat conversation at 1:35pm my time and now (more than 3 hours later) I still do not have a resolution and the company has not replied back to any of the messages I sent. I was left with 2 choices I could pack the item up, print the return label & attach to box, load it into my vehicle and take it to the nearest fed Ex location and I would be issued a refund whenever they processed the return OR I could pack the item up, print the return label & attach the label to the box load it into my vehicle, and take it to the nearest Fed Ex drop off location AND they would re-ship a new storage container that would not arrive for another week. For 120 I get to work for them. I requested that the replacement be overnighted to me--to which I got no response and then I requested that the company arrange for Fed Ex to pick-up and I would re-pack and attach the label to. Both were met with silence and no response. In the text message (which I have saved), I requested to speak to a supervisor x 2 and was informed they did not have phone support,

• Initial Complaint

  04/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Simplehuman is a fraudulent company that falsely advertises that it's products are delivered within 3 days of ordering. I ordered mine ************************************************ reach a resolution with the company. On 2/28, I placed an order for a trash can, odorsorb pods, and liquid sensor pump. The package never arrived. On 3/5, I contacted the company to inquire on the status of the order. They advised me to wait 48 hours to see if it would arrive, but the package never did. The courier, OnTrac, marked it as delivered, but the delivery location was in *********, whereas my address is in ********. Simplehuman then informed me that the replacement order would not be eligible for warranty protection or refund, even though the courier was completely at fault for the undelivered package. It is unethical to hold the consumer responsible for the faults of a company's chosen courier.I reached out to Simplehuman again on 3/7 to request a replacement, which Simplehuman agreed to ship out that day. 5 days later, the replacement order is still sitting idle at their warehouse, and has not been processed to ***** to deliver to me. Thus, the goods that I paid for have not been provided. I am requesting a full refund.This company is unreliable, and takes advantage of its customers. There is nothing simple about it.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My product it registered and under a 5 year warranty.I am unable to get assistance with replacement.I have done everything the company has asked and I have provided video footage of the defective item. I cannot get any assistance now that i have provided evidence.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ordered a new trash can from them (they aren't cheap...) it came with a huge dent in it, the box was obviously damaged in transit.They offer 15% off, or to replace it, but I have to lug this huge thing back to a local ***** 15% off for a damaged product is a joke, and I don't have the spare time to be lugging large packages back to shipping companies with how much I work. It's a massive inconvenience when they could have just packaged the product better (0 styrofoam, just a trash can in a box.)I'd like something in return for having to spend my own time doing something they could have prevented.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a rechargeable sensor soap pump (serial number ********** from ********************** in 02 2020. The sensor soap pump had a 2 year warranty. The pump stopped working before the end of the warranty so Simplehuman sent a replacement (L52495786), which was a battery operated soap pump. It was registered 11 11 2022 and under warranty for 2 years. This was not the same type of soap pump I originally purchased however this is what was sent to me as a replacement. This soap pump stopped working prior to the last day of the warranty. I contacted Simplehuman and let them know that the pump no longer worked and they said they would send another battery operated pump. I informed them that was not what I initially purchased however when the original sensor pump failed they sent a battery operated one. I said that I did not want another battery operated soap pump. I asked if I could get another rechargeable sensor soap pump. I knew that the value of the current rechargeable sensor pumps were more than the soap pump I originally purchased so I asked if I could pay the difference. They said I would have to accept the battery operated pump, although that is not type of pump I originally purchased. I am not asking for anything free I am asking for an item that is comparable to what I originally purchased. Afterall, they did not replace the original rechargeable sensor pump with another sensor pump. They replaced it with a battery operated pump, which is not a rechargeable sensor pump. All I want is what was comparable to what I originally purchased.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I am writing to formally file a complaint against Simplehuman for their lack of customer service support and inadequate order management system. This complaint is in reference to my recent order (Order #SH3604614), which was placed on February 15th and has yet to be shipped.Upon realizing that I needed to cancel my order, I immediately attempted to reach out to Simplehumans customer service for assistance. To my dismay, I discovered that there was no option to cancel my order through their website or via any customer service channel. This lack of flexibility in handling orders is not only inconvenient but also not customer-friendly.Further compounding my frustration was the inability to communicate with a human representative. When I called their customer service number, my call was abruptly disconnected on multiple occasions. This experience left me feeling disregarded and valued little as a customer. The absence of direct human assistance in resolving customer issues is unacceptable and reflects poorly on Simplehumans commitment to customer satisfaction.Moreover, I was informed that the only recourse available to me would be to return the item once received. However, the impracticality of this solution was highlighted by the fact that I could not even generate a return label, as the item has not been shipped. This catch-22 situation places unnecessary burdens on the customer, further exacerbating an already frustrating experience.This experience with Simplehuman has been highly disappointing. The inability to cancel an order, coupled with the lack of direct human support and practical solutions, demonstrates a failure in providing an acceptable level of customer service. Such practices are not only inconvenient but also inconsiderate towards the customers needs and circumstances. Not to mention a waste of shipping resources and time.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a sensor dual-compartment trash can on Fri, Nov 12, 2021. Initially, the item wasn't shipped on time due to supply chain issues on SimpleHuman's end. I contacted support, who agreed to refund me for the trash can and re-send it free of charge due to the inconvenience. I recently submitted a warranty claim, and SimpleHuman is claiming that the serial number of the trash can I have has been filed previously for a warranty replacement, and the replacement was shipped and received by someone else. SimpleHuman gave me the name and email of the person who supposedly filed the claim and received the replacement. I told them that I did not know the person. They keep pushing back, saying that I have filed a warranty claim when I have not since; one, I know I didn't, and two, they never emailed me a shipping confirmation. The order number they produced for the supposed replacement cannot even be searched on their site. Their manner of conducting business is strange because they expect every customer to contact them upon purchasing an item and ask them, "Has my serial number been used to file a claim before?" That is just ridiculous. If they gave me a refurbished item or somehow incorrectly logged their serial numbers, that is in no way my fault. I ask that you please help me get this matter resolved. They should be able to make an exception. I provided them with enough proof to show that I purchased the item and had never filed a claim.

  Business response

  03/14/2024

  Serial numbers can only be issued replacement 1 time. That does not mean the warranty ends, it does however mean if we've assisted with a replacement with a serial number, we cannot issue another replacement under that same serial number. We see that serial number has already been replaced and cannot help with this same serial number.

  Customer response

  03/28/2024

   
  Complaint: 21418066
  
  I am rejecting this response because:

  I understand why SimpleHuman is unwilling to process a warranty replacement. Serial numbers are unique to the product. However, I have provided more than enough evidence showing that the product I own belongs to me and not to the person they claimed issued a warranty replacement. Moreover, the order number they provided, claiming to be the order number used for the warranty replacement, couldn't even be found on their website. It is like that order never existed, to begin with. This leads me to believe that the item was never even replaced, and the company is unwilling to fulfill its warranty policy. SimpleHuman asks for proof of the item to fulfill a warranty replacement. Can SimpleHuman show that the person they claimed submitted the warranty replacement has provided them with proof of the defective product in the same manner I did? Did they receive videos, pictures of the trash can, and the serial number demonstrating the issue and the item's validity? 
  
  Sincerely,
  
  ***********************

*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. ↩