Business Profile

Major Appliance Dealers

SimpleHuman

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Complaints

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

Customer Complaints Summary

132 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

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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:02/07/2024
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.
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
Date: 02/17/2024
We have completed this claim and replaced with a certified refurbished mirror within the warranty as of 1/22/2024
Customer Answer
Date: 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
Date: 03/07/2024
This mirror has been replaced with a new one.
Customer Answer
Date: 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
Date:02/01/2024
Type:Sales and Advertising 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 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
Date: 02/02/2024
We have applied the 20% coupon to the order mentioned above.
Customer Answer
Date: 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
Date:02/01/2024
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.
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
Date: 02/02/2024
We have sent a drip tray as a replacement part for the dishrack to solve the issue.
Customer Answer
Date: 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
Date:01/26/2024
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 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
Date: 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 Answer
Date: 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
Date: 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
Date:01/25/2024
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 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
Date: 01/29/2024
This order was delivered, arrived damaged per the customer and we have reshipped it.
Initial Complaint
Date:01/25/2024
Type:Order 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.
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
Date: 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
Date:01/23/2024
Type:Delivery Issues
Status:
UnresolvedMore 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 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:01/22/2024
Type:Product 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 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:01/19/2024
Type:Sales and Advertising 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.
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
Date: 01/23/2024
We apologize this order was delayed. We have communicated to the customer, and item has been received by the customer
Customer Answer
Date: 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
Date:01/19/2024
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 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
Date: 01/24/2024
Items show as delivered, but customer started a chargeback.
Customer Answer
Date: 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,

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

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