ComplaintsforWater Pik Inc

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a water pik ion at khols about 6 months ago. Soon it began operating on full force causing gym recession. The dial to adjust the water force malfunctioned. A customer representative from the warranty department sent me a new unit. A return shipping label was also provided but she said returning the unit was OPTIONAL. I had already thrown the unit away. The warranty replacement unit stopped turning on only a few months later. I contacted the support team once again. Nevaeh J. has the absolute worst customer service and was entirely UNHELPFUL. I attempted all of his requested trouble shooting steps and gave all of the information requested including a video. Ultimately, he refused to replace the unit, claiming that it was the original unit. He then ordered me to return it back to them! He said it was based on the serial number. Do they all have the same serial number? It’s not the same unit, it’s the replacement! Also, returning the defective unit was optional. Terrible customer service by water pik. I told Nevaeh J., I have bridges and implants so it’s imperative to have a functioning water flosser but that fell on deaf ears. What a little SCAM they have going on. I feel as though they should honor their warranty for as long as the original unit had one. Purchased only 6 months ago, I feel ripped off and upset that they do not live up to their promises! Also, the original unit isn’t actually my first unit, it’s the unit I made a warranty replacement for. Prior to this I had another water pik that I threw in the trash. All in all, 3 units in less than 1 year. I am not willing to spend my hard earned money on new water piks multiple times a year!

  Business response

  06/05/2024

  Hello Sunny! I’m sorry to hear of your recent experience with your Waterpik device but would be happy to elaborate further. As stated in the Warranty section of the instructional manual, “Water Pik, Inc. warrants to the original consumer of this new product that it is free from defects in materials and workmanship for 3 years from the date of purchase. Consumer will be required to submit the original purchase receipt as proof of purchase date and if requested, the entire product, to support a warranty claim.” 
  
  At this time, I have created order number CS527382 containing your replacement unit. This replacement will be coming from Fort Collins, CO with an estimated shipping timeframe of 10-14 business days. This order will be shipped to the address on your BBB form.
  
  To support this claim, we will want your current device returned once you receive your replacement. Attached you will find a merchandise return label that you can print and use on the box the new unit comes in. The old device can be sent back at any USPS location. The return number is RMA19858. Please don’t hesitate to reach out with any questions or concerns. Thank you and have a great day.

  Customer response

  06/05/2024

  Complaint: 21806445
  
  I am rejecting this response because:

  Thank you but you sent it to my OLD address! I gave my new address with the form I completed.  If shipping USPS then it needs to go to my PO Box 1141 St Johns AZ 85936.  If shipping UPS or Fed EX then it needs to go to 1200 W Cleveland St Suite 9 (UPS) St Johns AZ 85936.  I will return the broken unit when a new unit has been delivered to either address.

  
  Regards,
  
  Sunny Stimson

  Business response

  06/06/2024

  Hello Sunny! Order CS527382 is being sent to PO BOX 1141 via USPS. Please let me know if you have any other questions. Thank you and have a great weekend. 

  Customer response

  06/14/2024

  Better Business Bureau:
  
  Please send a QR code for USPS to print a shipping label.  Alternatively, UPS will print a label.  USPS does not print labels unless it’s a scannable QR code.  I do not have access to a printer.  A USPS shipping label could also be mailed to the PO Box.  Thank you. 
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Sunny Stimson

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I RECEIVED THE WATER PIK ON MAY 21. THE BOX IT CAME IN LISTED 4 ITEMS ENCLOSED. 1 WATER FLOSSER, 1 USB CHARGING CABLE, 1 HYDROPULSEUR AND 1 CABLE DE CHARGEMENT USB. THE LAST ITEM LISTED WAS NOT IN THE BOX. I CALLED THE COMPANY THE NEXT DAY, AND THEY SAID THEY STOPPED PUTTING THE CABLE CHARGEMENT IN THE BOX 2 YEARS AGO, TO WHICH I RESPONDED ''THAT'S FALSE ADVERTISING''. THEY SAID I COULD BUY IT FOR $11.00, PLUS SHIPPING, PLUS TAX. THEY WOULD DO NOTHING TO HELP ME GET THE PART EXCEPT TO CHARGE ME FOR IT. WHAT CAN I DO? PLEASE HELP ME . THANK YOU, SANDRA KELMAN

  Business response

  05/21/2024

  Hello Sandra! I'm sorry to hear about your recent purchase but would be happy to assist you with your concerns on the USB wall adapter. In an effort to cut down on electronic waste, our newer units will not include outlet plugs or “bricks”. You are welcome to use a typical third-party brick that is 5 volts and 1 amp. Our packaging does include this statement, "The USB charger is not included in all product configurations". As a onetime courtesy, I have placed order number CS524529 containing a USB Wall Adapter 5 volts 1 amp. It will be coming from our Fort Collins, CO warehouse with an estimated shipping timeframe of 10-14 business days. Please don't hesitate to reach out with any other questions or concerns. I hope you have a wonderful day and thank you for choosing Waterpik.

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Sandra Kelman

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Waterpik at the end of 2022, either from CVS or Waterpik directly. Last night during regular use it would not shut off for nearly an hour. Due to the time customer service was unavailable, so I unscrewed the back and it finally shut off so my family could sleep. When inquiring about warranty as I had registered the product, I was told I voided the warranty when I disassembled it. When I explained the situation and that I had to partially disassemble without access to their customer support, there was no flexibility in the rigid policy. I was told I have to re-purchase a unit to replace my defective one, and was offered a small rebate of $5. I will not be spending additional money to replace a defective unit, this is very disappointing that the unit will not last more than a year or so apparently and customer service is trained not to entertain any potential exemptions to the policy. All I wanted was a replacement of their broken item.

  Business response

  05/15/2024

  Hello Maria! I'm sorry to hear of your recent experience with your Waterpik device. Waterpik's warranty does state that Waterpik will replace at its discretion the product, which in its opinion is defective, provided the product has not been abused, misused, altered or damaged after purchase. However, we can see in your specific situation it was deemed a necessary step for your family. At this time, I have created order number CS523534 containing your replacement Cordless Plus WP-462. It will be sent to the address provided on your BBB form from our Ft. Collins, CO warehouse. The shipping timeframe is 10-14 business days, and you will receive an email with tracking information once it ships out. Please let us know if you have any other questions or concerns. Thank you. 

  Customer response

  05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Thank you for using the discretion built into your policy to come to this decision. 
  
  Regards,
  
  Maria Nakis

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 2024. Dentist recommended water pic sonic fusion. Gave me flyer and said there was a $15 rebate. Sent form in and was denied because Price was not high enough. Needed to be $149.99. I feel this rebate is false advertising and I was misled. I don't believe water pick actually gives rebates. They advertise rebates to get you to buy product. I believe this is false advertising. I called them and all I get is sorry. Very disappointed customer

  Business response

  05/14/2024

  Hello Sandi! I'm sorry to hear of your recent experience with the rebate for your Waterpik Sonic Fusion but would be happy to assist you with this matter. Please note, rebates are offered through a Inmar Rebate Center. There are terms and conditions listed on their rebate forms including price minimums as well as restrictions on already discounted purchases. That said, I would like to offer you an expedient resolution by sending out a 2-pack of White Compact Brush Heads that equate to $24.99 in value. The other option is we can proceed with a refund for the $15 rebate; however, I will need to gather your denial letter and this process can take up to 8-12 weeks. Please let me know which direction you would prefer to proceed and if you have any questions. I look forward to your response and I hope you have a great day. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a new but older model waterpik glosser WP-150 and it was working fine until the motor just stopped working. I only had the machine for about a year now. Waterpik wants you to buy replacement and repair kits but I am a senior and not handy with tools. I just want a functional machine that doesn’t stop working after one year. I did nothing different from any other day. These machines are not designed appropriately for long lasting.

  Business response

  04/02/2024

  Hello Deborah! I'm sorry to hear your WP-150 is not working. Upon further review, the unit was purchased from eBay which is not an authorized seller of our products. Since eBay is a 3rd party seller, we cannot guarantee the condition of the products. However, I would be happy to offer you a one-time courtesy replacement for the inconvenience. If you could please relay your shipping address, I can then assist you further. Thanks, and I hope you have a great day.

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.    I would very much accept a replacment with my thanks.  My shipping address is 23 Autumn Drive, Scotch Plains, NJ 07076l

  Please provide shipping confirmation and if able to, tracking.  Thank you very much.
  
  Regards,
  
  Deborah Kramer

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a water pik from bestbuys in September 2023 it stopped working after a few months I have been trying to get a replacement for months only to get a run around.

  Business response

  02/05/2024

  Hello Linda,

  Based on the records we have there hasn't been any troubleshooting, in order to move forward with a warranty, claim please answer the following questions.

  I am sorry that the flosser is not staying on. 
  
  To your knowledge, was the item accidentally dropped or fully submerged in water?
  Was the item charged for four hours prior to the first use? How frequently was it charged after that?
  Are you certain that the charging brick you are using is compatible with the included charging cord? The charging cord of your flosser will be compatible with any USB charger brick with the following specifications: USB Type-A, Rated Output: 5.0 VDC, 1.0 A.
  Does any part of the charging cord or charging brick appear damaged? If so, can you provide an image?
  Does the charging port cover appear to be damaged?
  
  Does it operate after a 4-hour charge?
  If you remove the tip and reservoir from the power handle and press the power button, does the motor turn on?
  
  This information will be helpful for knowing how I can provide the best solution. 

  Customer response

  02/06/2024

  Complaint: 21246906
  
  I am rejecting this response because:
  
  Regards,
  
  Linda Garcia

  Replacement needed I did all the troubleshooting it does not hold a charge it's defective 

   

  Business response

  02/06/2024

  Hello Linda,
  As no troubleshooting was conducted, not here nor through our team.

  It is hard to pinpoint why your unit stopped working. I can send a replacement but without understanding your daily use or battery routines behind it I cannot guarantee you will get any more longevity out of a replacement. If in the future you experience issues with your machine please contact our customer service department, it will be required to troubleshoot before any more replacements are sent out. 

   

  CS502439 will arrive in 10-14 business days. It is notated in the account replacements require troubleshooting.

  Have a good day. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Regarding Submission 224010024811495 for a $20 Rebate. We received notice that UPD code was not submitted, nor was it original. NOTE: UPC Code, Images of the box with a $20 Rebate and a full itemized receipt from the authorized retailer dentist office (Cherry Creek Family Dentistry) in Denver Colorado in which the Waterpik was purchased WERE PROVIDED. Waterpik needs to simply remit the $20 refund to 453 Cook Street, Denver, CO 80206. S. Ruxsamuang

  Business response

  01/29/2024

  Hello, the third party in Texas must have rejected the submission. Unfortunately, Waterpik does not have access to any of that information. I can offer the $20.00 refund at this time. However, since it is going through a different system the refund will take anywhere from 8-12 weeks to arrive once submitted. Please let me know if you wish to proceed with the rebate refund request. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I purchased a waterpik a few months ago at WalMart. I contacted them to see if they could fine my proof of purchase. I gave them all my cards that I could have used and they could not find it so I am assuming I paid with cash. The agents that I spoke with will not do anything for me since I don't have a receipt. I have only had this for a few months and its crazy that nothing can be done the water pik does not work at all anymore.

  Business response

  01/26/2024

  Hello Mr. Andrew Plush,

  in 2018 you had contacted our team in regard to a wp-360, at that time we sent out a replacement under order number CS19112, the serial number you have provided today matches the one in our system we sent fulfilling your warranty 5 years ago. We will not move forward without a receipt showing the purchase of this model was made in the last year. 

   

  Have a good day. 

  Customer response

  01/26/2024

  Complaint: 21204239
  
  I am rejecting this response because: Weird I have not called you for a replacement I just purchased this unit. 
  
  Regards,
  
  Andrew Plush

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2023 I purchased a Waterpik ion professional via Amazon. It is used twice a day. In early Dec 2023, the switch on the handle stopped working so it could be controlled only through the base unit, making it almost impossible to shut off when water is shooting from the tip. Considering the fact that it was nearly new and under warranty, I requested a replacement or refund. They refused and made me "troubleshoot", trying to fix it. When that didn't work, they agreed only to send me a replacement handle and tubing. I do not want that. I don't think I should have to do repairs on a less than three month old unit.

  Business response

  12/18/2023

  Hello Charron,

  Unfortunately, we have a 30-day refund policy. As your unit was purchased in September we cannot move forward with a refund. It is stated in the manual that troubleshooting is required for any warranty claim. Additionally, accessories such as hose and handles are replaceable parts as they are made from food grade plastic, we would send the hose and handle under warranty at this time. 

  Customer response

  12/18/2023

  Complaint: 21024967
  
  I am rejecting this response because: if you see the attached manual, it states: 

  "Water Pik, Inc. warrants to the original consumer of this new product that it is free
  from defects in materials and workmanship for 3 years from the date of purchase.
  Consumer will be required to submit the original purchase receipt as proof of
  purchase date and if requested, the entire product, to support a warranty claim.
  Water Pik, Inc. will replace the product, provided the product has not been abused,
  misused, altered or damaged after purchase, was used according to instructions, and
  was used only with accessories or consumable parts approved by Water Pik, Inc.
  Installation is the responsibility of the consumer and is not covered by the warranty.
  This limited warranty excludes accessories or consumable parts such as tips, etc. Use
  with improper voltage will damage product and VOID warranty.
  This warranty gives you specific legal rights. You may also have other rights that
  vary, depending on the law in your place of residence"

  Clearly, if the unit failed in less than three months and there was no misuse of the product (I have been using Waterpiks since 1965), there is no explanation other than that there was "a defect in materials and (or) workmanship" unless the lifespan of the product was designed to be months, rather than years. As such waterpik should replace the product .
  
  Regards,
  
  Charron Fullerton

  Business response

  12/19/2023

  More InfHello Charron,
  Unfortunately, we have a 30-day refund policy. As your unit was purchased in September we cannot move forward with a refund. It is stated in the manual that troubleshooting is required for any warranty claim. Additionally, accessories such as hose and handles are replaceable parts as they are made from food grade plastic, we would send the hose and handle under warranty at this time. Per the warranty that you just stated we do send out parts to fix errors before doing full replacements. At this time, we can offer a hose and handle as the problem described is a hose issue not a motor issue. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Waterpik Water Flosser on Nov 30 as recommended by my dentist. I watched instructional videos on youtube and read their booklet before my first usage on Dec 7. I used it daily every night. Everything worked fine until last night. The tip broke off, and its base was stuck inside the rotator. I called their customer service this morning and was able to get the tip out with the help over the phone. Apparently this is not uncommon. When I asked for a replacement, I was informed that I had to buy the tip again. The best they could offer was a 25% off coupon. The broken plastic tip broke off inside my mouth while water was gushing in. I could have choked on it. They are fully aware of their design defect. I was told this was not uncommon. I also contacted them about their faulty product within a reasonable time yet they refuse to replace the broken one.

  Business response

  12/13/2023

  I am sorry to hear this was your experience. The tips themselves are made of food-grade plastic therefore we do not warranty them, and we suggest they get replaced every 3-6 months. I can offer a courtesy replacement of tips at this time, if we may please have your shipping address. 

  Customer response

  12/14/2023

  My address is:

  Suki Kwon

  367 Highland drive, Seattle WA 98109

  Once you provide me a tracking number for the replacement, I will accept the offer. 

   

  Business response

  12/18/2023

  My apologies for the delay. The courtesy order for the replacement tips was placed today under order number CS490949. It should arrive 10-14 business days due to the holiday, you will get a secondary email when it ships with the tracking number. Have a great holiday season. 

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Suki Kwon

*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. ↩