Complaints

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:04/15/2025

  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 was subscribed to get new brush heads every 12 weeks. My subscription total was $4.50 when I signed up. I was charged $8.00 instead of $4.50. I did not consent to this price change. I canceled my subscription, but would like to maintain my subscription if possible at the price I signed up for.

  Business Response

  Date: 04/17/2025

  The customer placed an order in November 2023 which came with 4 subscriptions. 3 of these subscriptions were cancelled in February 2024. The other one remained active. When cancelling a subscription, customers are given an option to get a one time 50% discount if they would like to keep the subscription active. This is what was offered and accepted with the remaining subscription. However, there seems to have been a glitch in our system which caused this one-time offer to continue for another two orders. This seems to have been updated now, which is why the brush head has reverted to full price again. The customer wrote to us by email on April 11th to say that they had been overcharged and asked for a refund. We explained what happened to the customer and refunded the difference of the brush head on April 15th.

• Initial Complaint

  Date:02/14/2025

  Type:Billing 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 cancelled my subscription to Burst Oral Care on March 24, 2024. The company continues to bill my ****** account for the subscription.

  Business Response

  Date: 02/18/2025

  The customer wrote into us on February 14th to say that they have been billed monthly since cancelling and would like a full refund. We emailed back the next day and explained to the customer that there have been no charges since their initial purchase in January 2024. They responded to say "You are correct. I misread the last charge as January 2025.  My apologies. Thank you." We then asked the customer to reach back out if they needed any further assistance.

  Customer Answer

  Date: 02/20/2025

   
  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:02/03/2025

  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 bought an expensive toothbrush which turns out to be very flimsy and doesnt travel like it was advertised to do. I have gone around in circles with their customer service and nothing ever gets resolved. I have a bunch of screenshots of the emails that go around and around.

  Business Response

  Date: 02/07/2025

  The customer reached out looking to return their Curve brush due to the cap not staying on. Our team had asked for a video and suggested that the customer make sure that they are not taking the brush head off of the brush when travelling, as this helps to keep the cap in place. The customer let us know that they are unable to send a video as it is happening while the brush is in their bag. We have now offered to send out a replacement cap in the hopes of a resolution and are just waiting to hear back from the customer.

• Initial Complaint

  Date:09/13/2024

  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.

  First has a lifetime warranty as long as youre enrolled with the AutoShip toothbrush heads (which I am). Last year, my toothbrush stopped working. I submitted a claim for a new one they sent it to me. It was not a problem recently. My toothbrush stopped working again, and I tried to submit a claim, and I was asked if I wanted to upgrade to the pro for $10 So I clicked yes, and they tried to charge me for shipping, which I was unaware was going to be charged for. I said I did not want to be charged for shipping and asked to be sent the regular toothbrush. This has been going on for weeks going back-and-forth with the representative the representative barely answering me and I still dont have a toothbrush. There is no phone number to anyone at the company. Its all via email and emails.

  Business Response

  Date: 09/18/2024

  The customer was refunded on September 16th for the shipping costs and the request has been closed. It may take up to 10 days for the refund to reach their account but we ask that they reach back out to us if they are needing any further assistance.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22281237
  
  I am rejecting this response because: I have still not received my replacement brush or received an email that it has been shipped 
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22281237
  
  I am rejecting this response because: I have still not received my replacement brush or received an email that it has been shipped 
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22281237
  
  I am rejecting this response because: I have still not received my replacement brush or received an email that it has been shipped 
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22281237
  
  I am rejecting this response because: I have still not received my replacement brush or received an email that it has been shipped 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/24/2024

  The customer reached back out to ask for the tracking for the order on September 22nd. We responded on September 23rd with the tracking link. I can also see that the order was delivered the same day.

  Customer Answer

  Date: 09/25/2024

   
  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:08/20/2024

  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 paid $19.99 for the Burst toothbrush The brush doesn't rotate as it should. I have reached out to the company but they are using an AI to provide a response and it tells you to follow the instructions and I have. I have had someone else to try for me but the brush doesn't work and I went on ******* to see how it works still doesn't work. I want a replacement toothbrush because they have a newer model and the monies that I paid for the old one to be applied to the new toothbrush.

  Business Response

  Date: 08/23/2024

  The customer reached out on August 13th to say that the brush he had just received was not working. We responded on August 15th to let him know that the brush was likely to be in "Travel Mode" and gave him instructions on how to unlock the brush. He responded the same day to say that he tried this but it was unsuccessful. The customer had also made a warranty claim and we let him know on August 20th that it had been approved. The order processed on August 21st and shipped the same day. It is with **** and is due to be delivered on August 26th.

• Initial Complaint

  Date:07/15/2024

  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.

  Bought a BURST Oral Care Toothbrush from my Dentist in *******************************. *********** ( the hygienist) The problem is that the company is taking money from me when I did not sign up for "autoship" every ****************************************************************************************** a new head anyway to an address I no longer live at. I would like my $12.00 back.

  Business Response

  Date: 07/19/2024

  The customer purchased a brush and floss in January which had subscriptions attached. Their first subscription of a brush head and floss processed on July 8th to the address on their account. The customer reached out on July 9th to ask us to redirect the package. We responded on July 10th to let them know that it had shipped and we were unable to update the address at this stage. We asked if they had a way to retrieve it from the old address, and if not, we could send out a replacement. The customer responded on July 13th and asked for a replacement to be sent and for the subscriptions to be cancelled. We responded again on July 16th to confirm that both had been done. The order tracking is showing that the replacement order will be delivered on Monday the 22nd. We also followed up again yesterday to see if there was anything further we could do to help but have not yet received any response.

• Initial Complaint

  Date:07/15/2024

  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.

  *** made multiple attempts to reach someone at Burst. Apparently they have switched over to Shopify without notice to customers.

  Business Response

  Date: 07/25/2024

  The customer reached out on July 1st to say that they were having trouble logging into their account and that they would like to cancel their subscription due to our recent move to Shopify as they would prefer not to use it. We responded to let them know how to log into their account and to ask if they would still like to proceed with the cancellation after this. We did not hear back from the customer. I also reached out to the customer on July 18th to ask if they would like a phone call but did also not hear back. I have cancelled the customers subscription as requested and have let them know. I have also asked them to reach back out if they need any further assistance.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21979050
  
  I am rejecting this response because: I am still waiting on a call from Burst Care 
  
  Sincerely,
  
  *********************

  ***********

  Business Response

  Date: 08/01/2024

  The customer has since been called and I have asked them reach back out if they are needing further assistance with getting into their account.

• Initial Complaint

  Date:05/23/2024

  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.

  5/16/2024 I ordered this by mistake, and tried to cancel it, but it was too late. I would have not accepted the package but it was just dropped off without a signature. I contacted the seller and told them I would be returning it but they told me that it could not be returned. I understand that it is a hygiene issue, but the package has not been opened at all. I would like to get refunded the amount I paid. Thank you so much for you help.

  Business Response

  Date: 06/11/2024

  The customer placed two orders. One was cancelled before it shipped, so the customer was refunded the $95.94. The customer then reached out and asked to return the second order which was for $47.96. We do not typically accept returns but the customer sent the order back at their own cost and a refund has now been issued. The customer was happy with this and said they would be retracting their complaint/review.

  Customer Answer

  Date: 06/11/2024

   
  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 am very satisfied by the response of the customer service team. They refunded my money.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/21/2024

  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 black cordless water flosser from Burst Oral Care on 1/28/24. It stopped working (after the reset as well) and wouldnt hold a charge. I emailed burst on 5/2/24 explaining the above information. Then said they would send me a replacement so they began that process. I reached back out that Id rather have a refund because Im not happy with the product and the cordless flosser as opposed to the tank water flosser that Ive used for years. I thought the cordless flosser would be better but I was wrong. So I simply wanted a full refund so I can buy another tank flosser. My request was denied. I was offered half a refund with a replacement flosser. I havent had a flosser since before 5/2/24 and yesterday, I received the replacement flosser which is rose gold.My flosser is black. I only have black products in my house.So on top of not having a flosser for 3 weeks now, being denied a full refund but now, Ive received a replacement of the incorrect color.Im not opening it. I DO NOT WANT IT.I want a full refund. And Ill send this back; I dont care. I do not want it.I have a subscription with burst since I have the toothbrush and so does my daughter.At this rate, Id rather cancel my subscription and throw away all burst products due to the poor customer service and lack of paying attention to detail.I am NOT happy and I still dont have a BLACK flosser.I would like someone that wants to solve a problem and do it correctly.

  Business Response

  Date: 05/23/2024

  The customer reached out on May 2nd to request a replacement Water Flosser. We responded on May 3rd giving instructions on how to make a claim for a free replacement. The customer then let us know on May 6th that they had made a claim. They reached back out on May 9th to ask for a refund instead. Our team explained that we could not refund but could offer a gift card to use instead. The customer was not happy with this, so our team then offered to refund half of the cost as well as getting a new replacement shipped out on May 10th, which the customer was happy with. We were out of stock of the black, so shipped out another colour to avoid any delays. The customer reached back out about this on May 16th and we had the black back in stock, so we shipped out another replacement in black, and let her know she could keep the rose gold colour also along with the 50% refund. We did not hear back from the customer after this.

• Initial Complaint

  Date:01/11/2024

  Type:Billing 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.

  This company has been charging me quarterly fees for years without me realizing it. I agreed to pay $7 per quarter for the replacement toothbrush program and was charged that. Somewhere along the way they started charging me an additional $23 per quarter and can find no documentation for what it is. The company does not have customer service phone line and will not respond to email (the only way to reach them). I have now blocked all future charges on my ***************** I hate that you can't trust companies anymore and have to surgically review credit card statements. What a disappointment.

  Business Response

  Date: 01/23/2024

  This customer reached out on January 5th about a charge on an account they had set up to send products to their son. The original order was purchased in November 2021 for a toothbrush and free whitening strips. It states on our website and multiple times throughout the checkout process that after the initial free item, there will be a charge every 12 weeks for the whitening strips which can be cancelled at any time. A subscription shipment of a brush head and whitening strips has shipped out to the address on the account every 12 weeks since February 2022. A charge of just over $23 in total has been charged to them since this time and this is not a new additional $23 charge. The whitening strips subscription has since been cancelled for them. All items have been delivered, so we are unable to offer a refund but a gift card was offered on January 10th to the value of $50 as a goodwill gesture. We did not hear back from the customer, so I reached out again on January 17th to see if they would like to move forward with the gift card. Once I hear back, I will be happy to get this sent over to them.