ComplaintsforSimpleHuman

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My personal issue was that I joined their membership site since they stated one would receive free shipping and returns. After I placed my order and received the items I saw that I was charged $25 in shipping. My concern is not the money as much as I was surprised to see there is no one at the company to respond and that I am not the only one who has been experiencing issues which is so bad they even now have their own website which is ************************************************* with 239 complaints. I am on my second week of calling, sending chats and texts and still no response.Is this acceptable for a business. I am concerned about returning my items since if I do I am not sure if I will ever get my refund or hear from them as others have not.

  Business response

  02/21/2024

  We are available on chat, text and email. I see that a customer support agent has replied as of 2/13/2024 and refunded shipping charges.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an iPhone cleanstation on simplehuman.com on Nov 21, 2022. One day I noticed it has several cracks at the opening. I contacted the customer service on November 2023. They shipped me a replacement. The new item has the same issue in one week. I contacted them again and they sent me another one. I sent the defective one back. The same thing happened again in two weeks. And when I put in my iPhone, it dropped to the bottom directly. I contacted the customer service, they shipped another replacement, and I sent the defective one back. But the opening got several cracks again in two weeks!! I requested a full refund, because it is something wrong with the design, the problem hasnt been resolved and it has two years warranty. But they refuse to issue the refund. They said what they can do is sending me another one.

  Business response

  02/21/2024

  Since the original item was purchased more than 45 days ago, we can gladly help within the warranty which includes a replacement. We unfortunately cannot refund. I also don't see that this item was originally purchased on our website when using the email provided.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased several simplehuman products. Part of one item (a shampoo/conditioner shower caddy) broke within 30 seconds of mounting it to the wall. I filed a warranty claim. I still have not received the product. I've emailed three times requesting a date or replacement. No response.

  Business response

  02/18/2024

  We were not able to find the customer information based on the email and name provided. We would need the customer to reach out to us again through our customer support team or provide the email and name used when reaching out to our team so we can research.

  Customer response

  02/27/2024

   
  Complaint: 21229212
  
  I am rejecting this response because:

   

  I have repeatedly reached out to simplehuman with my name, email and contact information.  Their inability to read email is not my problem.  They do not answer their customer service number, either. 
  
  Sincerely,
  
  *******************

  Business response

  03/07/2024

  We see that the part requested was delivered to the customer on 2/28/2024.

  Customer response

  03/15/2024

   
  Complaint: 21229212
  
  I am rejecting this response because: I have reached out to Simple Human six times via email.  I have tried to call them numerous times, as well, but they do not answer the phone nor is it possible to leave a voicemail.
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sister purchased a simple human 58L garbage can from ****** in ************ which she gifted to me in September for my birthday. I live in *** and am not located near a ******. This past week, less than 6 months after receiving this product, the lid will not close and remains open leaving the smell of garbage and sight of garbage to linger into my kitchen. ****** has a wonderful 365 return/replacement policy which is amazing but as stated above, I am not located close to any costcos and decided to reach out to simple human direclty since its their product and surely theyd be willing to send me a replacement of their defective product. I emailed customer service explaining the issue, the rep responded days later asking for the serial number, proof of purchase, and a picture of the malfunction. I sent all the required information. Instead of apologizing and offering to replace their faulty product, she proceeds to send me a ******* video on how I can probably fix this garbage can myself. I was flabbergasted that a secondary company (******) would have such a far better policy of defective items than the actual manufacturer of the item would so I replied to make sure I wasnt misunderstanding. I also stated I was not on their payroll so I wasnt interested in fixing a defective product of theirs. She replied (days later again) basically that ****** does have a better policy than them and the simple human website states their policy on not having to replace a defective item. I am blown away completely at the lack of customer service or care for how their very own product is malfunctioning less than 6 months after purchase. It seems as though when I sent her all the info proving it was a legit malfunction and it was a legit purchase, she needed to find any excuse to say no to actually replacing the product so she came up with sending me a ******* video to trouble shoot the repair myself lol. Despicable.

  Business response

  02/18/2024

  We do our best to do our part to be sustainable. This seems to be an easy fix, where the lid may be mis-aligned as this can happen in shipping and is intended to come off for cleaning. It doesn't appear that the troubleshooting steps were tried yet and once those steps are attempted, if it doesn't help, we'll be glad to help further. Although if purchased at a store and received not working, a simple exchange at the store is sometimes a quicker solution for customers.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a trash can from simple human that the lid does not open for the last few weeks I have continuously tried to resolve the issue with simple human as this product is under warranty I have sent multiple videos photos etc with no resolution to the issue. I have a non working product that they are not attempting to replace or try to resolve the issue they sent me a new lid that is not the issue. Everyday Im responding and sending photos and working on this issue for 2 weeks they obviously do not stand behind there product and leave the consumer out of hard earn cash. Disappointing disgusted consumer

  Business response

  02/21/2024

  As of 1/29/2024, we have processed an order for a replacement part which is covered under the warranty. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/17/22 I purchased 8" sensor mirror with touch-control (ST3054) directly from Simplehuman.com. I paid $200.00 + tax. On 12/01/23 the light function of the mirror stopped working. I followed all the trouble shooting ie: reset the mirror; test the sensor; recharge the mirror and tested the ****C cord and adapter. The light function was still not working. On 12/4/23 I contacted simplehuman support. They have asked me to try the above trouble shooting again. Have asked for the serial # of my mirror *********** and have asked for a video of the malfunction in order to assess the next steps. I have complied with all the request but seem to be getting the run around week after week. My mirror is under warranty and it shows this information on my Simplehuman account. ******* in customer support at ********************** is the person that is supposed to be handling my warranty claim. The last I heard from her was the request for the video and I emailed that to her on 1/4/24. This is extremely frustrating and disappointing as Simplehuman is not honoring their own warranty. I am unable to upload the video for your supporting documents. Please let me know if there is any other information you may need.

  Business response

  02/17/2024

  We have completed this claim and replaced with a certified refurbished mirror within the warranty as of 1/22/2024

  Customer response

  02/27/2024

   
  Complaint: 21172149
  
  I am rejecting this response because:  On February 26, 2024 I received a certified refurbished mirror from SimpleHuman.  Unfortunately the replacement I received has a scratch on the base of the mirror and it is very evident because the mirror is white metal.  Also the mirror base is wobbly and because it extends in height and is top heavy it can topple over.  My new mirror I purchased from SimpleHuman does not have either of these issues.  The issue it has is it no longer recharges.  I would like another replacement sent and I *********** the first replacement back. 
  
  Sincerely,
  
  ***********************

  Business response

  03/07/2024

  This mirror has been replaced with a new one.

  Customer response

  03/16/2024

   
  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.
  I received a new mirror replacement and it is working as it is intended. If Simplehuman would have done this in the first place, as I requested, it would have saved both sides time, energy and frustration. 
  Sincerely,
  
  ***********************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a trash can from Simple Human on 1/3/24. When you go on their website they advertise 20% of a single item for your first purchase. I purchased a trash can at $180.00 plus bags $28.00. Therefore I expected a $36.00 discount ($180.00 x 20%). When I went to go do the online checkout I tried to obtain the code via text/email. I didn't receive a code. I made numerous attempts and didn't receive a code. I tried to call the company but couldn't connect. I tried to chat someone during checkout but was unsucessfull. I then did the online chat after the purchase and the representative said that they could not honor the 20% and that I could get 20% off my next purchase and he would give me a code. I have no reason to make any additional purchases and just want the 20% promotion of $36.00. I find this very misleading and false advertising when the website is faulty and cannot provide the code properly upon online checkout and no support at the time.

  Business response

  02/02/2024

  We have applied the 20% coupon to the order mentioned above.

  Customer response

  02/13/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made the purchase September 2016 and was told by ***************************** the dish rack has a lifetime warranty. I've emailed ******************************************* with no response after a week, called ************ and ************ and left messages with no call back and those are customer service phone numbers, texted ************ and after 4 days received a reply at a very slow pace answering their questions completely and replying with pictures etc and let them know I'm waiting for the copy of the receipt from my credit card company from *****************************, Also tried on Instagram DM and other places Simplehuman will not respond to me. I'm not having my questions answered and they say I have no warranty after 5 years. I've also asked is this the way I can expect to deal with Simplehumans customer service from now on after Covid because if it is then I won't continue doing business with Simplehuman, they will not answer my question. Simplehuman also wants the serial number of the dish rack and I've showed them repeatedly a picture of where Simplehuman says the serial number is and it clearly is not there. Nobody will call me to get this done in one conversation and call. I've been a customer of ********************** for a long time and have dealt with customer service in the past and that is why I've been loyal.

  Business response

  02/02/2024

  We have sent a drip tray as a replacement part for the dishrack to solve the issue.

  Customer response

  02/13/2024

   
  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.  The resolution is not what SimpleHuman did, they replaced the entire dish rack and I'm very happy with the one sent by SimpleHuman.  Thank you thank you thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a butterfly trash can in 2019 and it said it had a 10 year warranty. The trash can was either 150 or 170. Repair ********. I contacted the company and was told I needed to buy a #8 1/2 ******** s**** I did this and search you tube to figure out how to fix the trash can. I cannot figure out how this thing connects. I'm also not handy. Either way, I think its like a bait and switch to tell someone that they have a ten year warranty and when the item breaks, that thy must fix it themselves. I am not happy that my very expensive trash can has been broke since thanksgiving and I cannot figure out how to fix it. the company is no help.

  Business response

  01/30/2024

  We assisted this customer on 12/1/2023 and although the can is within warranty, sometimes small pieces like a s**** may not be available. We do carry many replacement parts and asked the customer if the s**** doesn't solve the issue, to reach back out to us so we could assist them further. We haven't heard from the customer since 12/1/2023. We are still happy to assist the customer through our customer support site if there are still issues with this can.

  Customer response

  02/09/2024

   
  Complaint: 21126849
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  the company wants me to repair the can and I do not have the ability to do this.  Ive tried to watch ******* videos to no avail.   So unfair that their way of correcting a warranty issue is to have the customer run around but more parts and fixing the trash can themselves.  

  Business response

  02/29/2024

  We have provided information for the customer to s**** the pedal back into the can to be installed as the s**** was missing over time. We also asked the customer that once it's screwed back together if this didn't solve the issue, to please reach back out to us.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered trash can liners from Simplehuman on 12/18/23. Shipping carrier claims they delivered them on 12/23/23 but I have not received my items. I've tried contacting Simplehuman via their chat portal, text message, and online message form. I simply want a refund or a replacement sent. They have not answered any of my inquiries and it's been two weeks.

  Business response

  01/29/2024

  This order was delivered, arrived damaged per the customer and we have reshipped it.

*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. ↩