ComplaintsforSimpleHuman

• 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.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Re: Simplehuman.com / Order No.: sh3516977 I purchased a new garbage can for $100 + $25 shipping. The total was $125. I placed the order online on December 31, 2023. The only choice of shipping was "express shipping" for $25. The website said the item will come within three (3) day. After I placed the order, I received a generic confirmation with an order no (#sh3516977). I have had NO communication since then. (It is now 1/3/24) I tried to call them but there is not working telephone number. I TEXTED and EMAILED them--but NO RESPONSE! Because I only received that generic confirmation, I wanted to follow-up on my order to see WHEN the item is supposed to come. I CANNOT GET A HOLD OF THIS COMPANY! I feel like they took my money and ran. They cannot "ghost" paying customers trying to follow-up on their orders! Please assist me. Thank you.

  Business response

  01/30/2024

  We see that this item was delivered on 1/4/2024. If there are still questions, please reach out to our customer support team so they can assist you further.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered a 5L slim step can from Simplehuman. The detachable plastic liner pocket was missing. I contacted customer service. They were extremely unhelpful and the issue was not resolved. I asked for the missing part to be sent to me. Simplehuman puts the problem back on their customers to solve their mistakes. I went back and forth over thirteen emails trying to resolve the issue. With each subsequent email Simplehuman added a new requirement and included meaningless platitudes straight from their manual such as 'we apologize for the inconvenience' and 'we are sorry for any issues this has caused you'. First they required a photo of the item, then a photo of the entire packaging and the item, then the serial number, then mailing the item back to **********************, then the customer service agent said that the missing item is not a separate piece. (It is a detachable plastic part.) Simplehuman has the order number and tracking information for proof of delivery and I provided the serial number for the item which is more than a customer should have to do. I will not return the item to Simplehuman as I have read other complaints where the Simplehuman warehouse cannot find the item and therefore the customer loses all recourse. ********************** customer service agents appear to have no ability to actually resolve issues. I would like Simplehuman to correct their error and send the missing part although based on other replies from them I fully expect to get a response indicating that the part is on backorder and therefore I never actually receive it.

  Business response

  01/24/2024

  We see that you have been communicating with a customer support agent. In looking through the case we don't see any photos attached. It's important for us to see photos so we know which part to send.

  Customer response

  02/06/2024

   
  Complaint: 21049538
  
  I am rejecting this response because: I clearly stated in my complaint with the Better Business Bureau and in my correspondence with your customer service agent that the part I need is the plastic liner which stores the replacement bags. It was missing in my shipment of the trash can. If you had taken the time to read my emails you will see that I need the replacement part. I am unable to send photos and photos are not needed for you to do the right thing and correct your mistake and send the missing piece. I will not jump through hoops to follow your ridiculous steps in order to get the missing piece. I will not be sending photos, or mailing the item back to you in order for you to say that either the warehouse never received the item/or misplaced the item or that the part is on back order.  You have proof of delivery and the item's serial number. Do the right thing and send the part. Stop placing the blame on the customer for your mistake and stop making it impossible to get your mistake fixed. Once again do the right thing and correct YOUR mistake and send me the replacement part. Do not ask me to do anything further to get my missing piece. It is not my mistake that the piece is missing it is your mistake. Do the right thing. Send the replacement part ASAP! Close out this complaint by fulfilling my request to correct your error! I do not want to keep going back and forth as I did with your useless customer service agent. Stop making ridiculous requests of your customers. Send me the missing piece that your warehouse neglected to include in my order!!!!!!!

  
  Sincerely,

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

  Business response

  02/21/2024

  In reviewing the conversations with the agent and customer, we will need a photo so we can help the customer further. We ask this information so we can properly do our part in quality control so we can always work to improve.

  Customer response

  02/27/2024

   
  Complaint: 21049538
  
  I am rejecting this response because:
  You do not need a photo to replace a missing part. You have the tracking number as proof of delivery and the item number for the product. As you know, the plastic liner is missing. This is your mistake not mine and you do not need a photo or the other items you 'require' such as sending a photo of the item, including all angles and all packaging and then returning the item to your warehouse in the original packaging only, based on other complaints, to deny your warehouse ever receiving it. You are being deceptive in saying that you only need a photo as I was told by your customer service agent that I needed to do all of the above listed other than merely sending a photo. It is incredible that you will go to any lengths to avoid correcting your mistake when you know that you don't only require a photo and that a photo is not needed when you know what part is missing from my order. The plastic liner was missing from my shipment. This is your mistake not the customer's and you do not need a photo, etc. to correct your mistake. Stop playing games and making the customer go through hoops to adhere to your impossible 'requirements'. I will keep rejecting your response until you do the right thing and send me the missing part which again, was your mistake, not mine and I should not have to do more than I have already done to get this missing part sent to me!

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

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 58L dual compartment rectangular sensor can with voice and motion control from Simplehuman.com, along with code H liners, on October 1, 2023. Price total with shipping was $371.50............. Within about 1 week, I noted issues with the can not staying open. After researching, I noted many others have complained about this problem. Examples: *******************************************; etc........... I followed all their troubleshooting steps, and either they did not work, or worked for a short time, then problem recurred. Problem is still going on. Examples: ***************************************************************************************************; *********************************************************************************************************************; *****************************************************************************************************************************............... I tried to contact Simple Human over the past 2 1/2 months without any response. They do not have phone #. They have a Chat function, and I have not been able to get through. I texted them "Text us", and I got a message that "A representative will respond to your inquiry within 1-2 business days", and I got no response. I sent a message via "Tell us more" on their website. I also sent them an e-mail responding to the e-mail I got when I ordered the can, no response. I did try to contact them during the return period to no avail....... What the Business commits to when you "buy it direct from us" is "45-day money-back guarantee...", and "instant access to the most knowledgeable support team". I have not gotten an "instant response". I am not able to get my money back......... I am asking that Simple Human resolves this problem by responding to me and allowing me to return the item and refund me what I paid. Thank you.

  Business response

  01/24/2024

  We see that an agent reached out to you on 12/11 requesting a video of the issue so we can help you further. Once we have that video we will be able to review to assist you further. We have sent the message again so it will be at the top of your emails and look forward to assisting you.

  Customer response

  02/06/2024

   
  Complaint: 21013654
  
  I am rejecting this response because:
  

  I never received a response from Simple Human on 12/11/2023.  I did receive a lot of emails from Simple Human regarding advertisements though so I know my emails from Simple Human were arriving.

  Please resend the email again asking about a video. I just checked and I do not have this email in my inbox.  I will look for it. I can respond after I receive this email.
  

   

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

  Business response

  02/21/2024

  We reached out again on 1/24/2024 to the email that was originally provided to us and we have no received a response from the customer. We are happy to review once we have a response.

  Customer response

  02/22/2024

   
  Complaint: 21013654
  
  I am rejecting this response because:

  I have not received an email.

  Please see 2 videos here of the product malfunctioning as requested.  I cannot attach video files as they are too big, so I need to share them with you via online cloud drive.
  

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

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

   

  Please reach me at this alternative email if you need to contact me as it seems you are not able to reach me.

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

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

  Business response

  03/14/2024

  We don't see a response from the customer and unfortunately we cannot open the links the customer provided in this message. Please have the customer reach out to us directly so we can assist them. 

  Customer response

  04/05/2024

   
  Complaint: 21013654
  
  I am rejecting this response because:
  

  They are asking me to reach out but don't provide a direct contact phone number.  This has been the issue, I can't get a hold of them. Also, why can't they access the videos they requested.  Also, why such a prolonged delay in the responses?
  

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

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This item was purchased on 12/1/2023. Order# SH3457794. They promised delivery within 3 days. As you can see its been 2 weeks. There is still no Tracking/Shipping. I have tried to reach out to them many times. They don't answer the phone or respond to the chat. I waited on chat over an hour today and no one responded. They don't respond to emails either. I had one event of a response on text saying it would be shipped by 12/13 or 12/14, but still nothing shipped.

  Business response

  01/23/2024

  We apologize this order was delayed. We have communicated to the customer, and item has been received by the customer

  Customer response

  02/09/2024

   
  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

  01/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2 items and only one has been shipped (I assume the other is on back order). I received an email from the carrier, OnTrac, that the package was delivered to my front door. No package showed up. I have gone through the feed on all my outdoor cameras. No delivery was made at all on the day it said it delivered. I reached out in the chat box on their website and I was told "Sometimes our carrier will mark your order as delivered even though the item is still within their possession. We always advise to wait for 3 business days to allow our carrier to deliver the item. If in case that the item will not show up until Thursday. You may reach out to us for a resolution."It makes no sense why the carrier would mark it delivered when no one showed up.In order to be fair, I did wait as previously requested, and still no package has shown up. I have been trying to get to a resolution with SimplyHuman, but now none of my attempts to communicate are being acknowledged. I am expecting to either receive a reimbursement for the item that did not show up, or another one to be sent. If I need to, I will cancel the rest of my order and file a chargeback.

  Business response

  01/24/2024

  Items show as delivered, but customer started a chargeback.

  Customer response

  02/06/2024

   
  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

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had multiple issues with a sensor mirror that simplehuman sells.the company has sent us 3 replacements but the replacement mirror show the same issue.the single hinge that is designed to allow the mirror to flip keeps sagging and eventually there is no way to flip the mirror.I tried communicating with customer service and supervisors but am unable to do so. Simplehuman doesn't offer a phone number to communicate. they do not answer their text or emails options. and the chat option can take hours or days.i offered to pay the difference in price between the 8 inch and 10 inch mirror in hopes of solving the problem. I keep getting the same response. the warranty will only cover the 8 inch. yet no one at the company will acknowledge nor discus the reoccurring issue. they assure me that as long as i have the warranty thy will keep replacing the mirror but once the warranty expires there is nothing they can do.the reoccurring issue indicates a possible design problem.I no longer want a replacement mirror that will stop working after a while for the same reason.I would accept a different product like the 10 inch model of my mirror or a full refund of my original purchase.this company is misleading and does not allow efficient customer service They seem not to have a problem with wasting the customers time.from their website:obsessive about quality We are meticulous about every material and every fit and finish detail. We put our product through rigorous testing to make sure it will look and perform like new through years of daily use.built to last A product that lasts longer is better for the earth (and your wallet). Our products are not just made to endure, they are designed to perform like new throughout their long lifespan.

  Business response

  01/24/2024

  We are happy to help within the warranty, but not able to exchange items for different models

  Customer response

  01/29/2024

   
  Complaint: 21000574
  
  I am rejecting this response because:
  Simplehuman did not address my concerns.

  1. **************** is terrible, as customers are unable to communicate efficiently with technical support.

  i was required to chat or more correctly attempt to chat with a representative.

  you may wait hours to get a response yet you have no indication when a representative finally writes to you so you are forced to sit in front of the screen for sometimes hours to try and communicate with someone.

  2.i am thankful that they are willing to replace the broken item with a mother item. However when you have the exact same issue 4 times with the same product it is an indication that there is an issue with the design of the product ( or a very good chance that there is a design issue) therefore replacing a defective item with another defective item is pointless and a waste of time and money for the company and aggravating to the customer.
  

  In would not be complaining about the product or the company if the issues the product had were different every time.

  i completely agree that a warranty should cover a broken product but once the issue repeats itself over and over again then the company should think outside the box and realize that the warranty means nothing. 
  

  it is my belief that a company should stand behind their products especially when they claim and advertise on their website that they obsessive about quality
  We are meticulous about every material and every fit and finish detail. We put our product through rigorous testing to make sure it will look and perform like new through years of daily use.

  I wasnt asking for a handout from the company , I was being creative and suggested a replacement product that had a different design and was willing to pay the price difference .
  if the company agrees to keep sending refurbished identical products under their warranty policy why would they not agree to send a different refurbished product especially when the customer pays the difference.

  it is disappointing that this is how simple human chooses to treat their customers. 
  

  thank you for your time 

   

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

  Business response

  02/01/2024

  We provided the customer with a merchandise credit which can be used on any item on our website.

  Customer response

  02/09/2024

   
  Complaint: 21000574
  
  I am rejecting this response because:
  Let me first start with the fact that I appreciate the credit that Simplehuman has given me.

  The company's response to my compliment does not address all the concerns I mentioned.

  The credit does not address the lack of effective communication. The company does not have an efficient platform to communicate with customers. Expecting a customer to wait in a chat cue for hours and hours with no way to know when the agent responds is unprofessional. 
  

  The company doesnt address the design issue with their mirror and hide behind their wonky warranty policy.
  the ****** law should apply to their products. If i have to return their product 4 different times for the same issue then replacing it with the exact same model will NOT fix the issue.

  giving a customer a credit does not solve the issues Simplehuman displays with their behavior nor does it address the quality of their products.

   

  Since Simplehuman advertises quality and durability I expect them to stand behind those claims. 
  

  Again, I appreciate the credit but I would expect the company to solve the bigger problem which is their costumer service platform and the quality and durability of their products.

   

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

• Initial Complaint

  01/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Broken Trash Can that came with a warranty.- I emailed the company about the problem on 10/26/23 - They take a very long time to respond and keep offering a "solution" that does not address the fact that a non-replaceable part is broken

  Business response

  01/15/2024

  we have sent this customer the parts to fix her can.

  Customer response

  01/18/2024

   
  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

  01/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/26 I purchased a garbage can and compost bin from Simplehumans website. The total was $161 . The compost bin shipped and was received. The garbage can was not. According to the ***** tracking number, ***** never even received the package. I have tried contacting the company by phone, but it just has an automated message that repeats over and over. I have tried emailing customer service. I tried private messaging on ******** and Instagram. I sent a text message, as it states to do, to the number listed on their website. The only option that yielded one, non-automated, response was from the chat on the website. I received an email response asking for my shipping information and order number. I responded almost immediately and then never heard back from them again despite emailing them myself a second time. At this point it appears that Simplehuman took my money and will not send me my product. I cant get in touch with them, its just wrong.

  Business response

  01/15/2024

  We have already reshipped this item

*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. ↩