Complaints

This profile includes complaints for Philips Healthcare's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Philips Healthcare

  3000 Minuteman Rd Andover, MA 01810-1032

• 

  Philips Healthcare

  1 Clarks Hl Framingham, MA 01702-8172

• 

  Philips Healthcare

  222 Jacobs Street Cambridge, MA 02141

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:06/05/2025

  Type:Product 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 spoke to the ********************* today, a woman named **** said the warehouse received my electric toothbrush handle, which was unusable & within the warranty period, & authorized to return. She noted the box was received 5/13/2025 @10:29am via ****** This should've resulted in a replacement item or coupon to get a new one. She said the back office team hasn't received verification the item was delivered. I said isn't 20 days adequate as I was originally told 7-10 days. She said she only can read what the back office team sends her. I asked for a supervisor, none available. Please help me.

  Business Response

  Date: 06/11/2025

  Complaint Case #: 23408831
  Consumer: *** *******
  Internal case number: 60-0038384783
  
  Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database. 

  
  In researching further, we found that Mr. ******* had contacted us regarding an issue with his Sonicare Diamond Clean 9000 toothbrush, reporting that the shaft was loose. After confirming the return of the original unit for evaluation, we proceeded to offer Mr. ******* a full-box replacement.  Since the original model was no longer available, we offered the Sonicare Diamond Clean 9300 as a substitute, which was delivered to Mr. ******* on 06/11/2025.

  
  Please advise them to call our ******************** at ************** if they have any questions and provide the internal case number referenced above. Or, if they need direct assistance regarding this matter,they are welcome to contact us at the number or email provided to them anytime M-F between 9-6 EST.

  
  We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.
  
  Sincerely,
  ******** ********
  Presidential Liaison
  Philips North America

  Customer Answer

  Date: 06/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *** *******

• Initial Complaint

  Date:05/02/2025

  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 received at Philips-Sonicare Prestige 9900 toothbrush as a gift. It was a very nice and expensive gift (retails for $400 apparently). Recently it randomly stopped working so I reached out to have it serviced. They said they do not do repairs on them for hygiene reasons and then proceeded to check for warranty. I did register the item and complete the warranty information as directed only. I was even told I'd receive an extended warranty, which was great!Then I was told that the item would not be warranty'd because I don't have a receipt. I tried to explain I don't have a receipt because it was a gift and they said then we will base the warranty off the serial number of the device. When they did that they said the device is out of warranty and sent me a discount code for 25% a future purchase (why would I purchase a product from a company that doesn't stand behind their products, even their expensive ones?). I did everything asked of me and just because the item was a gift and I don't have a receipt they are not providing a warranty for their defective product. I would like them to replace or repair the product. I am happy to return the product for review as I have its original packaging and you can clearly see the item is in excellent condition and was well taken care of. So it was clearly defective.I've attached photos of the device to show its condition. I can include more of the charger, case, box, etc if requested.

  Business Response

  Date: 05/12/2025

  Complaint Case #: 23277786
  Consumer: ***** ****** III
  Internal case number: 60-0038380131
  
  Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint, and the information stored in our consumer contact database.

  
  In researching further, we found that Mr. ****** had reached out to us regarding an issue with his Sonicare 9900 Prestige toothbrush, which he reported was not powering on. Upon reviewing the relevant product information, it was determined that the unit was no longer covered under warranty based on the serial number, and Mr. ****** was unable to provide a valid proof of purchase. We informed Mr. ****** of our warranty policy and requested to return the original product for evaluation. To facilitate this process, a prepaid ***** return label was provided. Upon completion of our assessment of the returned unit, we sent a full-box replacement of the Sonicare toothbrush as a one-time exception on 05/12/2025.

  
  Please advise them to call our ******************** at ************** if they have any questions, and provide the internal case number referenced above. Or, if they need direct assistance regarding this matter,they are welcome to contact us at the number or email provided to them anytime M-F between 9-6 EST.
  We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.
  
  Sincerely,
  ******** ********
  Presidential Liaison
  Philips North America

  Customer Answer

  Date: 05/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ****** Iii

• Initial Complaint

  Date:04/28/2025

  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.

  Philips Canada Reference # **-0038339221 I initially purchased the unit (OneBlade, model qp2630/70/8) from ****** and within about 1 month the fragile plastic blade broke as I was shaving. I did cut myself and decided to call Philips as this was important to advise (Oct 18th 2024). A new blade was sent as a replacement. Note that the receipt was submitted for verification of warranty.Last week the same issue happened with the replacement blade that the Philips warehouse sent out to me, stemming from the initial warranty. Although not cutting my face this time, I decided to call again and report the issue (April 14 2025). The email response that I received (Complaints Manager ******) was that the replacement blade sent by Philips did not have a warranty and the complaint was now concluded as the product itself was out of warranty. I did not have an issue with the actual device, but in fact the blade that was sent on Oct 18 2024. So how is the warranty void? Note that I now have a second issue with the unresponsive email I sent back to ****** requesting information regarding my next legal step. She neglected to reply even though I advised that I was going to go to the BBB for help if unresolved. ****** did not care about this, so is she suitable for the position she holds and what she represents?

  Business Response

  Date: 05/01/2025

  Complaint Case #: 23258610
  Consumer: ***** ****
  Internal case number: 60-0038339221
  
  Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database.

  
  In researching further, we found that Mr. **** had reported concerns regarding the replacement blades for his Norelco One Blade. He indicated that the plastic component of one of the replacement blades was broken. We apologized for the inconvenience and informed him about our warranty terms. As a one-time courtesy, we offered Mr. **** two replacement blades. He confirmed receipt of the order on 05/01/2025.

  
  Please advise them to call our ******************** at ************** if they have any questions and provide the internal case number referenced above. Or, if they need direct assistance regarding this matter,they are welcome to contact us at the number or email provided to them anytime M-F between 9-6 EST.

  
  We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.
  
  Sincerely,
  ******** ********
  Presidential Liaison
  Philips North America

  Customer Answer

  Date: 05/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:04/23/2025

  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 had a Philips Norelco Series 7200 and after a while it stopped working and after talking to Philips i sent back for a replacement and they received the item and they refuse to send either the replacement or send the old one back... i demand a proper action Philips Norelco Series 7200 Model#: S7887/82 Serial#: ********* /A

  Business Response

  Date: 04/29/2025

  Complaint Case #: 23240398
  Consumer: **** *******
  Internal case number: 60-0038344141
  
  Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database. 

  
  In researching further, we found that Mr. ******* had reported an issue with his Norelco ****** not powering on. He returned the original product and subsequently inquired about the status of the replacement.We apologized for the inconvenience and informed Mr. ******* that once a returned item is received; it typically takes 12 business days to verify the details. Following successful verification and confirmation of the returned product, we promptly issued a full-box replacement for his Norelco ******. As the original model was out of stock, we provided an upgraded model, which ********** accepted. He confirmed receipt of the replacement order on 04/29/2025.

  
  Please advise them to call our ******************** at ************** if they have any questions and provide the internal case number referenced above. Or, if they need direct assistance regarding this matter,they are welcome to contact us at the number or email provided to them anytime M-F between 9-6 EST.

  
  We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.
  Sincerely,
  ******** ********
  Presidential Liaison
  Philips North America

  Customer Answer

  Date: 04/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *******

• 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.

  We had purchased a Phillips tv on 7-28-2023 and on 4-14-2025 ****** made a loud pop sound and has then refused to work we contacted customer service of ******************** where we were hung up on multiple times after attempting for three hours to contact someone Finally a person who sounded foreign answered the call and was not able to understand most English when we purchased the TV it was said to have a 24 month warranty it has not been 24 months and contacting customer service they say they can't do nothing about it and that they refuse to help and hang up so we're disputing here that we want a refund for this TV since it is under warranty and faulty phillips states directly on their website which I will include a link and a screenshot to that all products have a 24 month warranty meanwhile they refused to honor their said warranty this was the main reason we purchased this TV we purchased two of these TV's at the same time and this one has become faulty we'd like a refund for the failed one since it has not been 24 months and the disrespect we have been receiving from their customer service trying to contact anyone using any other customer service lines since they have no US customer service i'm hoping the ********************** can get me the right contact information to someone who actually seems to care and isn't going to give me a broken English response that says we don't want to help you we have dealt with a few customer service agents who are extremely rude hung up on us and who simply didn't understand basic English link to Their website showing the warrant ****************************************************************************

  Business Response

  Date: 04/17/2025

  Thank you for reaching out to us and providing us with the customers comments. We wished to clarify some information concerning the customers call. Based on the information the customer provided, he contacted us only once on 4/14/2025. On the call, he asked about the length of our warranty policy. Our agent spoke with the caller, Mr. ******* and then a second unnamed gentleman joined the call. The second ****** on the call provided some information about the television, such as the serial number. Our agent who handled the call was able to tell from the televisions serial number that the unit was outside of our one year warranty period. Our agent explained that our devices generally have a one year warranty, and then she asked what issue the customer was seeing with the unit. Even if the unit was outside of the warranty, we may have still be able to fix the issue via troubleshooting. Please note that the agent was also speaking in clear and perfect English throughout the call.
  
  The original customer, Mr. ******* then returned to the call and grew belligerent. He used foul language against our agent, who remained polite and calm. The customer then used more vulgar language and outright threatened to kill our agent before hanging up on her. We record all of our calls for training purposes, and we can provide a recording of this call to the Better Business Bureau upon request.
  
  As it stands, our agent followed protocol and answered the customers questions.Looking into the information the customer has provided, he was reading the warranty information for our Philips home appliances. Our home appliances can have two year warranties, but they are handled via a separate company called *******. The customers television, however, had a one year warranty based on the date of purchase. This means the customers warranty would have ended on 7/28/2024. The customer also claims our agent hung up on him, but our system shows the customer ended the call from his end. The customer claims our agent was unclear and unhelpful, but the customer did not allow our agent to ask any more questions before he grew belligerent and violent.
  
  At the end of the call, the customer chose to be abusive and threatening to our agent.Besides the fact that the customer is outside of the warranty period,due to his behavior on the call, we will not be offering the customer further warranty options.
  
  

  Customer Answer

  Date: 04/17/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:04/15/2025

  Type:Customer Service 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 have issues with two Norelco razors and their web site is inaccessible. They have a web site but when you click on anything you are unable to access anything.I have been unable to even find a physical address to mail my concerns/tissues/problems to.

  Business Response

  Date: 04/22/2025

  Complaint Case #: 23195573
  Consumer: ****** ******
  Internal case number: 60-0038348561
  
  Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database. 

  
  In researching further, we found that Mr. ****** had contacted us regarding his two Norelco shavers. He reported that one of the shavers was not charging and requested a user manual for the other. We apologized for the inconvenience and asked Mr. ****** to provide the product details.After receiving the necessary information for the ****** experiencing charging issues, we provided troubleshooting guidance and informed him of our warranty terms.

  As the product was no longer under warranty, we offered Mr. ****** a 30%discount voucher for a future purchase. We are currently awaiting the model number of the second ****** in order to send him the appropriate user manual.
  Please advise them to call our ******************** at ************** if they have any questions, and provide the internal case number referenced above. Or, if they need direct assistance regarding this matter,they are welcome to contact us at the number or email provided to them anytime M-F between 9-6 EST.

  
  We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.
  
  Sincerely,
  ******** ********
  Presidential Liaison
  Philips North America

• Initial Complaint

  Date:04/14/2025

  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 purchased a Philips Norelco multi groomer series 9000 mens rechargeable trimmer from target on September 15 2020 . I payed $92.12 with taxes. On the front on the box as well as the paperwork inside it says that theres a 10 year warranty with this item. I have reached out to Philips company on April 12 2025 because my trimmer stopped working. The female representative told me that there products only had a two year warranty and that whatever was on the box was not correct.The representative informed me she could give me a 30% coupon for a future product but that was the best they can do and couldnt refund me completely or give me a replacement product. I asked to speak with a supervisor or manager and the female employee stated she can get me her supervisor but the supervisor would say the same thing and wont be able to do anything that she couldnt do. When I asked to speak with a supervisor again she stated she was unavailable but will have her call me back within 24 hours. I have yet to get a call back.

  Business Response

  Date: 04/23/2025

  Complaint Case #: 23200196
  Consumer: ***** *******
  Internal case number: 60-0038331199
  
  Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database. 

  
  In researching further, we found that Mr. ******* had reported an issue with his Norelco Multigroomer, specifically that the device was not charging. We apologized for the inconvenience and collected the necessary information to verify the product. After successful verification, we offered Mr. ******* a full-box replacement. As the original model was out of stock, we provided him with a full-box replacement of the upgraded model, which Mr. ******* accepted.

  
  Please advise them to call our ******************** at ************** if they have any questions and provide the internal case number referenced above. Or, if they need direct assistance regarding this matter,they are welcome to contact us at the number or email provided to them anytime M-F between 9-6 EST.
  We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.
  
  Sincerely,
  ******** ********
  Presidential Liaison
  Philips North America

  Customer Answer

  Date: 04/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:04/11/2025

  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 purchased a Philips Sonicare toothbrush set (model HX684W) from ************* in January 2020. It included two toothbrushes. Around February 2025, both devices began to exhibit issues: unusually loud noise and reduced vibration, especially after replacing the brush heads as usual. One unit was more severe, but both had the same issue.I contacted Philips customer service twice. The first representative initially offered a 20% discount voucher. After I mentioned other consumers online had received replacements even after the warranty expired, they updated the offer to a 25% voucher and a 2-pack of free brush heads. I was not satisfied with this solution, so I contacted a second representative.The second representative only offered a 20% voucher and insisted on collecting my purchase receipt, phone number, and shipping addresseven though no replacement would be sent. I found this concerning and unnecessary from a data privacy perspective. Despite that, I made the effort to visit a ****** store in person to retrieve my receipt, as ****** could not provide one online. I submitted the information, but the outcome didnt change. The representative repeated the same 20% offer, which had already been made earlier without needing personal data.When I asked what difference the receipt or personal information made if it didnt change the outcome, I did not receive a clear answer. I escalated the issue, but the same representative responded again with the same stance, stating the previous offer of free brush heads was a mistake and not approved by management.I believe the handling of this case was dismissive and unprofessional. I provided all requested documentation and explained the product malfunction clearly. As both units failed the same way just outside the warranty, and given the inconsistency in service, Im requesting a fairer resolutioneither a replacement or compensation beyond a standard discount.

  Business Response

  Date: 04/22/2025

  Complaint Case #: 23190283
  Consumer: **** ***
  Internal case number: 60-0038293392
  
  Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database. 
  In researching further, we discovered that Ms. *** had expressed concerns about two of her Sonicare Protective Clean toothbrushes. She reported that both units were emitting excessive noise and experiencing unusually strong vibrations. We extended our apologies for the inconvenience and explained our warranty terms. Although the toothbrushes were no longer within the warranty period, we made an exception and provided full-box replacements for both units as a goodwill gesture and to uphold customer satisfaction.
  Please advise them to call our ******************** at ************** if they have any questions, and provide the internal case number referenced above. Or, if they need direct assistance regarding this matter,they are welcome to contact us at the number or email provided to them anytime M-F between 9-6 EST.
  We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.
  
  Sincerely,
  ******** ********
  Presidential Liaison
  Philips North America

• Initial Complaint

  Date:04/10/2025

  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 initially received an email from Philips, correct domain and everything, stating there was a sale for world oral health day. They had a toothbrush listed as $39.96 from $129.96. I attempted to purchase it through the link and it took my to the Philips website but showed a different price. I contacted support to resolve this and they stated that is the incorrect price shown in the email. I said okay, but I wanted the advertised price because it was sent to me and I took the time to go to the website and was let down by the different pricing, and further wasted time contacting support. They told me they would need to send the case to another team, which they did. I was contacted about a week later with a 15% discount code, despite me being able to get a 20% discount with being military. I contacted them a 2nd time today to follow up, since they do not allow you to respond to their emails. They offered me 20% in the chat, and I refused, stating I needed at least a 70% discount to get the advertised price. They then stated they would send my case to the team again, which they did. The replied offering me a 25% discount and stated they would not offer anymore. I disagree with the statement that they are unable to offer more, and it's not like I'm asking for 70% off a car it's a toothbrush. I have always been a Philips customer and have gotten many friends and family to buy Sonicare toothbrushes. This is a massive company with a huge market and they cannot honor advertised prices when their advertising department messes up? They fixed the email quickly, but cannot thank me with the original price. Very odd. I will resolve this issue if the original price is granted. Or maybe you can provide it for free after all this hassle, lying and manipulation. I have provided a screenshot of the email and a saved PDF of the email before they secretly changed the price.

  Business Response

  Date: 04/22/2025

  Complaint Case #: 23188030
  Consumer: ****** ********
  Internal case number: 60-0038233360
  
  Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database. 

  
  In researching further, we found that Mr. ******** had contacted us to report a pricing discrepancy in the promotional email related to the World Oral Health Day offer. We promptly apologized for the oversight and explained that, occasionally, such inconsistencies may occur due to errors in our automated systems. As a gesture of goodwill, we offered Mr. ******** a 30% voucher, which he declined. To ensure his satisfaction, he instead requested a price adjustment to be applied once the order has been delivered.

  
  Please advise them to call our ******************** at ************** if they have any questions, and provide the internal case number referenced above. Or, if they need direct assistance regarding this matter,they are welcome to contact us at the number or email provided to them anytime M-F between 9-6 EST.

  
  We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.
  
  Sincerely,
  ******** ********
  Presidential Liaison
  Philips North America

• Initial Complaint

  Date:04/04/2025

  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.

  Every time Phillips sends me a replacement razor they go bad within a few months either they get really slow or they get very rough on my ***** even after replacing the heads it is some kind of weird motor issue and I would like Them to send me a very strong high end razor model that doesn't have this issue.

  Business Response

  Date: 04/11/2025

  Complaint Case #: 23163558
  Consumer: ******* ********
  Internal case number: 60-0038310174
  
  Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint, and the information stored in our consumer contact database.

  
  In researching further, we found that Mr. ******** had reported an issue with his Norelco ******, specifically noting that it tended to lose power after a few months of use. We sincerely apologized for the inconvenience and, after gathering the necessary product information and conducting thorough troubleshooting, offered a replacement. However, as *********** was dissatisfied with the original model and had already received a previous replacement, we provided a full-box replacement of an upgraded model,the Series 7000 Wet & ************ ******. Mr. ******** confirmed receipt of the upgraded unit on April 11, 2025.

  
  Please advise them to call our ******************** at ************** if they have any questions and provide the internal case number referenced above. Or, if they need direct assistance regarding this matter,they are welcome to contact us at the number or email provided to them anytime M-F between 9-6 EST.
  We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.
  
  Sincerely,
  ******** ********
  Presidential Liaison
  Philips North America

  Customer Answer

  Date: 04/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ********