ComplaintsforSmartMouth

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SmartMouth's "Clinical Zinc Activated Oral Rinse" 32 oz has had a defective dual-dispense bottle in each of my *two* most recent purchases -- made during stock-up sales several months ago and recently opened -- with the current, most recently-opened bottle first clogging on one side after one use, then spewing out much of the product when tipped for a subsequent use, resulting in a half-full bottle that cannot now be tipped for use at all.And, no, I'm not new to SmartMouth's dual-dispense bottles: I've happily used SmartMouth for several years without encountering the aforementioned problems until these two most recent purchases.For years, I've been willing to pay SmartMouth's extremely high prices, as the product's effectiveness ensures that I'm not offending my colleagues and clients with bad breath.However, I'm not willing to pay SmartMouth's high prices when its recent and ongoing run of defective packaging means that more of its oral rinse lands on my bathroom floor or my work shirt than in my mouth -- despite my experienced, correct, and careful adherence to the set-up and use instructions on the bottle.Since I've retained only the current 1 of the 2 aforementioned defective bottles, I'd like to be reimbursed for the cost of said bottle, which I'm happy to return to the manufacturer with my sales receipt if provided with a paid mailer.Thank you.

  

  Business response

  10/06/2023

  I have researched this with our customer service team. The customer called our customer service line and left a voicemail. Our team then attempted call back twice on that same day and left a voicemail for the customer, with no response. We will email the customer today with information on our satisfaction guarantee and the process for starting a refund. This information can be publicly found on our website  ********************************************************

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Smartmouth bottle leaks all over the place. Triumph Pharmaceuticals, the parent company of Smartmouth, is aware of the design issues that cause the product to leak out of the bottle, and they have even labeled the product as "Not For Travel After Opening." Thank you Smartmouth for the very relevant advice because I traveled from the bathroom to the laundry room and the bottle left a green trail of liquid all over the washing machine, so my bad. By traveling you mean "just don't move" after opening. Why does the bottle leak everywhere? Not only does it leak, Triumph has created a tips and tricks website page for pouring the liquid from the bottle. The bottle design NEEDS to be fabricated so it does not leak at all. I have enlisted the BBB to help Triumph clearly hear that the bottle has a design flaw that should be relatively easy to fix; it's a plastic bottle that needs a more secure cap. In the meantime, I'll hold off from buying a third bottle because I believe at some point the product will end up leaking all over the bathroom floor, like it did the laundry room. I'm sure thousands of consumers feel the same way, and on behalf of everyone, please make your bottle spill proof, otherwise we can't buy it.

  

  Business response

  02/04/2022

  Good morning,

   

  In reference to this complaint, I reached out to Mr. ***** ****** at the email address and phone number you provided.

   

  In my email, I asked his permission to call him.  With no response, I reached out to him by phone today.

   

  In my voicemail I explained that we did have an issue with a hidden defect in the safety seal during 2021 and that it affected several of our customers.

   

  I expressed my sincere apologies to Mr. ******, asked him to call me so that I could explain the problem, and that we would absolutely replace the bottle for him.

   

  We have destroyed all of the affected inventory and have dealt with customers on a case by case basis.  We established a case in our system for every customer complaint made directly to us, which I did look into, and Mr. ****** had not contacted us directly.  

   

  I will continue to reach out to Mr. ******, and will be sending him coupons for free bottles of Mouth rinse 

   

  Regards,

   

   

  ***

  

  Business response

  02/07/2022

  As of this morning, I have not received a response from Mr. ***** ****** to either my email or my voicemail.  As of this morning, I have also written Mr. ****** a personal apology, and included coupons for two free bottles of our SmartMouth rinse, together with my business card and personal cell phone number and ask that he call me if he has any further issues.

   

  I believe this issue to be resolved.  Please let me know if I can do anything else to resolve this issue.

   

  Thank you.

*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. ↩