ComplaintsforWater Pik Inc
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/17/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 19 Nov 2021, I purchased the Aquarius Professional model from my periodontist's office (******* ***** ****** ****** ***********). It was new/unopened. On 30 Jul 2021, I contacted Customer Service as my unit was leaking. Customer Service replaced the reservoir. That partially solved the problem. Water still spewed out the bottom when the machine was on plus water pressure was very low & ineffective. On 28 Sept 2021, I returned the leaky WaterPik unit to WaterPik in Fort Collins, CO. requesting that they replace the unit, repair the unit or refund my money. To my total disappointment and utter disbelief, WaterPik REFUSED acceptance of the parcel and it was returned to me unopened. WaterPik had placed a sticker on the parcel stating that it was not accepting unsolicited parcels due to global events and health/safety of warehouse staff. Nowhere on its website does it state that units being returned would not be accepted. Other firms found gloves, masks and perhaps a quarantine space would satisfy the health/safety concern. This experience doesn't illustrate to me good customer service! I would like WaterPik to refund the $26.96 CDN postage cost of shipping the parcel to the Fort Collins location. Receipt is enclosed. I also would like WaterPik to replace the Aquarius unit, repair my leaking unit or refund my purchase cost ($80.00 CDN including tax). I've attached my covering letter & proof of purchase that accompanied the leaky unit when I returned the unit to WaterPik. Thank you for considering my complaint.Business response
11/19/2021
We have made contact with this customer. We are sending a replacement unit and refunding her shipping cost. Thank you!Customer response
11/19/2021
Better Business Bureau:
I spoke with Molly, a Supervisor with WaterPik this morning (19 November 2021). I am willing to take a chance on a replacement unit however, if this unit also leaks, I advised that I would be requesting a full refund. Molly is coordinating getting a new unit shipped to me. Molly also will be arranging a reimbursement of my shipping costs. Thank you BBB for your assistance in resolving this matter. It is most appreciated indeed.
Regards,
***** ****
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
33 total complaints in the last 3 years.
12 complaints closed in the last 12 months.