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Business Profile

Cleaning Supplies

Freudenberg Household Products LP
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:10/28/2024

    Type:Product Issues
    Status:
    Resolved
    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 called their customer service department on 10/22 about the telescopic handle on my spin mop system, that I just purchased, that broke apart where you can extend it, and I can no longer use it. The customer service *** immediately said they would send a ***lacement out right away. The next day I received a *** tracker 1ZGH61400327489181, but then the next day the tracker stated, *** has not received the package yet, it will update once the package was received. Now here we are nearly a week later and according to the *** tracker, they still do not have the package. I am local in ******* IL. Maybe I should just drive over, since they are right there in ******. All I want is my ***lacement handle. Would like someone from the business to contact me or get this ***lacement sent out. The store will not take it back, since I do not have a receipt. They do not sell just the ***lacement handle at the stores. Thank you.

    Business Response

    Date: 10/29/2024

    Thank you for reaching out. We take all our consumers issues seriously and address as promptly as possible. 

    We sincerely apologize for the delay in receiving your replacement handle. We do see our team spoke with you on 10/22/2024. Our *** shipments are not scheduled daily and although a tracking number was created and provided, that part had not yet been picked up or scanned by ***. 

    We do see you reached out to our support team for assistance today 10/29/2024 and we have expedited the handle to be shipped outside of our bulk pick up. Once it is scanned into their system you will be able to following tracking. 

    We do have our handles for sale separately on ****** and *********** but we are always happy to assist our consumers. Please understand our shipping may take 7-10 business days for replacement delivery even via ***. 

    We have a ticket number for reference should you need to reach out to our team REF:592958

     

    Customer Answer

    Date: 10/30/2024

     
    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 an updated *** tracker and it has been updated to deliver the replacement handle today.    However, I will add, for 4 days in a row, when I called the customer service department to follow up, on why the package had not been given to ***, it automatically went to a recorded message that "no agent is available", and there was no way to even leave a message.   The only options that were available were the social media, ********* instagram, etc.     I did go on ******** and the chatbox, as per usual, we of zero help.   Not everyone,l particularly someone of my age (66) want to use social media apps, which to me are a human less way to communicate.    I would recommend you forward this response to senior management to at least have some customer service hours where an agent is available.   That being said, do realize the world is changing, but I believe if were to ask a vast majority of people, who have busy lives, they would prefer to speak to a human.  I also sent a message to your "contact us" on the website, and never got a response.     Again disappointing that I have to shoot through hoops just to get an answer.   I do appreciate you getting the package out the door finally to *** after my many emails.

    Sincerely,

    **** *****

Freudenberg Household Products LP is BBB Accredited.

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