ComplaintsforThe Procter & Gamble Company

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a coupon through the Papmers Club rewards w/my points. Unforuntaletly I missed using it on July 15, 2024, for 1 day and they refused to give me back my point to purchase a new coupon or give me the same coupon with an updated date.

  

  Business response

  07/26/2024

  Thanks for reaching out to the Better Business Bureau and Pampers regarding Pampers Club.
  
  We are sorry for your disappointment.  Club digital offer redemptions come with an expiration date that is disclosed upon ordering and accessing the reward in My Rewards in the Club app. The coupon was ordered on 06/10, allowing for a month to use the coupon before it expired on 7/15. I’m sorry, we’re unable to replace or refund any expired Club rewards, per our terms and conditions for our Club program participation.
  
  Again, we are very sorry for your experience. We appreciate the opportunity to address your concerns. 
  

  Customer response

  07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

  Customer response

  07/29/2024

  Unfortunately, they can reimburse me with the points and they refuse to do so. This is why I am not satisfied  with their response. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  P&G offered a rebate that had to be submitted by July 14 at midnight. Conveniently, their website has had issues for DAYS and gave me a notification each time I tried to log in saying that there are "intermittent issues" with logging in. Conveniently, you have to actually be able to LOG IN in order to submit the rebate successfully. Conveniently, the email address I reached out to (provided by P&G on the rebate page) doesn't answer the emails I sent to them. Now I'm out $30.

  

  Business response

  07/24/2024

  Thank you for contacting Better Business Bureau (BBB) and P&G. We are very sorry to hear that you did not receive your rebate. While we do not handle the rebate directly, we would be happy to assist.
  
  Please look for an email from P&G team with further details about how we can assist. 
  
   Again, we are sorry for your experience. We appreciate the opportunity to address your concerns.

• Initial Complaint

  07/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Made to Save Rebate Deadline to submit this promotion is 07/14/2024 I trying to submit this but the p&g good everyday page have technical difficulties since Friday 07/12/2024 I need your help to receive my $15 gift card from my $50+ purchase at ****** I hope you could enter manually thank you for your help

  

  Business response

  07/16/2024

  Thank you for contacting the Better Business Bureau (BBB) and P&G.
  
  We are very sorry to hear about the issues you had with our recent rebate. Please know that, these issues have been shared with our tech team. Although we do not handle the rebate directly, please look for an email with further details about how we can assist.
  
  Again, we are sorry for your experience and appreciate the opportunity to address your concerns.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Good afternoon. I bought a product on Braun.com on June 16, 2024. They had sent me a coupon to use on their website and they had an ongoing father day sale. I used both, got a total to pay and entered my credit card information based on the total given of $456.87. However my card was charged for $548.24. I saw it right away on the confirmation email and contacted Braun to get it resolved and get a refund of the difference as I never agreed to pay the additional $91.37. They keep telling me they are looking into it but I never get an update and it’s still not resolved despite the several follow ups.. I understand technical difficulties happen but I am not responsible for their system malfunction and my card was then charged for an amount that was never approved.

  

  Business response

  07/10/2024

  Thanks for reaching out to the Better Business Bureau (BBB) and Braun. We’re sorry to hear about your experience. We’d be happy to assist.
  
  We had a sale for the ****** that was $100 off from June 2nd, through June 15th. Your purchase date was on June 16th. This may be why you were seeing the price difference. To that end, please keep an eye out for an email from us directly regarding your partial refund.
  
  We appreciate the opportunity to address your concerns.
  

  Customer response

  07/11/2024

  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 look forward to receiving the refund offered as a resolution. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of two Oral B electric toothbrushes in December 2023. The toothbrush is defective in that the brush heads leak toothpaste all over the place. I've had several Oral B tooth brushes and the original tooth brush head design never had this issue. I'm looking for an exchange from Oral B.

  

  Business response

  07/17/2024

  Thank you for contacting the Better Business Bureau (BBB) and Oral-B.
  
  We are very sorry to hear about the issue you've had with your toothbrush. While this is not something that we would expect, we are more than happy to assist. Please look for an email from our Oral-B team with further details.
  
  We appreciate the opportunity to address your concerns.

  Customer response

  07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I am requesting that the business provide a Replacement product in exchange for the one I have.  I purchased a pair of the iO series, toothbrush, and am asking for the Genius X model which Do not have the iO Toothbrush, heads  

  
  Regards,
  
  *** ******
  

  

  Business response

  07/23/2024

  Thank you for replying and we're sorry you are disappointed with the exception we offered. Please know, your purchase is outside the 60-day Money Back Guarantee (MBG) but does have the 2-year Service Warranty, we do not have an upgraded replacement program as you hoped for.  If you sent the unit/s to the Service Center and if they found the brush/es were defective, they would replace with a new brush, but it would be the same version and your original charger would be sent back with the new handle.  In addition, if a brush is replaced, it would not have a new 2-year warranty, instead the warranty would go by the purchase date of the original receipt.

  Although they units are outside the MBG we are again, willing to make an exception to process a debit card for the cost of purchase.  If you elected to purchase new Oral-B brushes, the new receipt, which would provide a new 2-year Service Warranty. We're also happy to send you two $25 off coupons in the event you want to try new Oral-B brushes, the coupons can be used at retailers that accept coupons. 

  Please return the unit/s via trackable shipping and a copy of the original purchase receipt and the shipping receipt to:

  
  Alta P&G Team
  **** **** ** *** ***** *** * ********** ** ******* ** *****

  Again, were very sorry for your experience and appreciate the opportunity to address your concerns.
  

   

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an electronic toothbrush in September 2022 from Oral-B. The toothbrush has a 2-year warranty. In June of 2024, the toothbrush would no longer hold a charge. I called and emailed the customer service line who sent me a label to ship the toothbrush to their service center. I just received the toothbrush back and it will not charge at all--it is useless. I contacted customer service again asking for a replacement. They simply told me to contact the customer service center--the same one that. 1. sent me an email saying "don't reply" to this email, and 2. failed to repair the brush. Moreover, I reiterated to customer service it is not my responsbility to manage their third-party services. I am asking Oral-B to send me a new toothbrush to honor their advertised 2-year warranty.

  

  Business response

  07/26/2024

  Thanks for reaching out to the Better Business Bureau and Oral-B.
  
  Our products go through many quality checks to ensure they arrive and stay in the best possible condition. Thank you for taking the time to let us know about this. We do know our service center sent you a brand-new brush, so we’re sorry to hear that the replacement is not working. 
  
  We're happy that you contacted us directly, and have sent you a replacement brush. Please allow 7-10 business days for the new brush to arrive.
  
  We appreciate the opportunity to address your concerns.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product guaranteed a full refund if not satisfied, but after following the directions to receive a refund, no refund was given. After 3 months of constant email and phone exchanges to follow up with the refund status, the company failed to give me a refund. The product was purchased on Mar 26 for $78.76. When called the office at ###-###-#### to check the status of my refund, they were unable to look up my order number (******) because they switched systems and all my information was lost.

  

  Business response

  07/10/2024

  Thanks for reaching out to the Better Business Bureau (BBB) and Oral-B. We’re sorry to hear about your experience.
  
  While we don’t have access to the Money Back Guarantee systems at consumer relations, we’d be happy to check into the status of your refund. In our first email to you, we did recommend sending your order with tracking, as we are not responsible for lost or misdirected mail.  Please respond with your tracking number. 
  
  We appreciate the opportunity to address your concerns.

  Customer response

  07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below:

  Why are you requesting tracking number now? It’s been 4 months and you know people do not keep such information for this long. I have followed the directions and sent it to you and you should give me a proper response on whether you will honor your policy of guaranteed refund.

  Regards,
  
  ******* ***
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was trying to submit for the 'Made to Save' rebate this morning and it indicated that it is no longer available. Per their Terms & Conditions (attached), purchases needed to be made by June 30 but submissions could be made up until July 14. I called them because I was unable to find the form to submit and they said that the offer ended on June 30 and they are no longer accepting submissions. I emphasized that my purchases were made prior to June 30 but that I should have until July 14 to submit the paperwork per their Terms & Conditions. She simply said "I apologize for the confusion and frustration". While the apology was appreciated, that didn't do me any good in getting back the $15 rebate that I should be entitled to. I have my receipts for the $50 in products that I purchased and am happy to submit those in order to get my $15 rebate.

  

  Business response

  07/08/2024

  Thank you for reaching out to the Better Business Bureau regarding a P&G Promotion. We're sorry for your disappointment and have reached out to better understand the program since they're not handled directly by us. In the meantime, if you could submit your receipts showing the dates, prices, and any discounts and the total, we would appreciate it.'

  We look forward to hearing back from you. 
  

  Customer response

  07/12/2024

  This is their request: submit your receipts showing the dates, prices, and any discounts and the total
  
  My total for all purchases was $74.69.  Total for qualifying P&G products was $61.95 with coupons/discounts totaling $8 for a total of $53.95. Please let me know if there is additional information that you think they may want/need.
  
  Thanks,
  
  ***

  

  Business response

  07/22/2024

  Thank you for contacting the Better Business Bureau (BBB) and P&G.
  
  We are very sorry to hear that you are not able to redeem your rebate. Although we do not handle the rebate directly, we are more than happy to assist. Please look for an email from our P&G team with further details regarding how we can help.
  
  Again, we are sorry for your experience and appreciate the opportunity to address your concerns.

  Customer response

  08/01/2024

  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. 
  
  Regards,
  
  *** *****

  I’m not sure if this file can be updated now that it’s closed.  I hadn’t responded to the previous message because I was waiting to see if I actually received the gift card that they promised.  I do see it is in my mail today so, if it’s possible, I’d like to mark this case as ‘customer is satisfied with resolution’, just so it’s not showing that I didn’t respond.  If it can’t be updated, that’s perfectly fine, just thought I’d ask.
  
  Thanks,
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  *June 26th, 2024. *I paid $36.00. *P&G claimed to deliver top quality products and service per physical letter. *June 25th, 2024: Of P&G, Amanda rambled. Insisted transfer to Olay. Per Oil of Olay, Brooke, impacted phone issues (she later vented and blamed me for technical issues), intensely rapid, poor attitude, she complained to me that she could not hear me; I emphasized of my voice loss issue without her ethical respect. I insisted on a manager. Possibly Wendy? (heavy static, distant sound and terrible connection/experience) Wendy hung up on me. Reported to Morgan of shameful treatment of staff. Morgan lacks consistent kindness, comprehension of service and focus. I insisted on a manager, Elum/female: heavy attitude, unconscionably disruptive, rambunctious, arrogant, rushed, rigid, militant with coupon use and inhumane. I ended call. *June 26th, 2024: I had to chase manufacturer to attempt simplicity and resolution due to expiration. Between Brooke, Lainy, Michaela and James, Olay service is an utter disaster. Lazy, incompetent, disorganized, brutal, judgmental of Lainy with accusing me of speaking fast, (I had to stop her because she was incomprehensible and dominating, her sarcastic/arrogant comment "verify that number", battled with me and combatted. No accountability to educate, guide or suggest store(s) to apply coupon. I, the consumer, had to struggle, scramble and seek assistance from ********* by chance. I was treated as staff and expected to be a mind reader. I was never informed to pay taxes out of pocket. I lost $10.00. Detrimental and daunting experience. Never again. *Advertisement per attached.

  

  Business response

  07/10/2024

  
  Thank you for reaching out to the Better Business Bureau and we’re sorry to hear you were both disappointed with the Olay product you purchased and the service we provided. We understand you would like us to share on our coupons which retailers accept coupons, but it truly is at the discretion of the retailer. For example, club stores like Costco and Sam’s do not accept manufacturer’s coupons in general, but other retailers may or may not.
  
  We see the product that didn’t meet your expectations retails below the value of the $36 coupon we sent and that you were able to use on another product. When you mention losing $10, we assume you’re referring not being able to use the full $36 but are unsure. Please know, the coupon is set at an amount in an attempt to cover a range of prices, allowing you to use it on up to $36 but can also be used on less than if you select a replacement product that is below the amount of the coupon. As a gesture of goodwill, we are sending a $10 off coupon for the future purchase of another Olay product, along with an additional $5 off coupon as goodwill. . Please look for the mailing in your postal mail in about 10 business days.
  
  Finally, we’re again sorry our service was disappointing. We have reviewed the interactions and have coached as needed. Thank you again for reaching out and we wish you the best. 

  Customer response

  07/10/2024

  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. Entity remains accountable for polished education (two retail stores, i.e.: ********* as I had to discover the hard way. Some do not have the resources to hunt around) and immediate conduct modification. 
  
  Regards,
  
  ***** **
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good day. After much research I ordered the iO 3 for my needs. I travel frequently and needed a great toothbrush with a travel case for on the go. The battery lasts about two weeks so most trips are acceptable with that battery life. Oral B advertised a travel charger for Europe so I knew if and when I went to the EU for a lengthy time I could order an acceptable charger. In February 2024, I had a trip to Europe for more than two weeks. I spent much of January phoning Oral B's various departments trying to order the EU charger for this toothbrush. Everyone said they didn't sell it anymore and had no stock. I was advised by a representative to just order an off brand one off of ****. I did that and although it looks like the Oral B official EU charger, my toothbrush in Europe displays a red error light and doesn't charge. I need the official EU charger or a toothbrush that will accept a 220v electric input. I bought this toothbrush to use throughout the world. I have another month long trip to the Europe in 2 weeks. Please assist with either changing this product that will work in Europe or with ordering an official travel charger I can use in Europe. Thank you.   11OCT2023 Ordered Oral B iO series 3 toothbrush from ****** 18OCT2023 toothbrush shipped and I received it shortly after

  

  Business response

  06/27/2024

  Thanks for reaching out to the Better Business Bureau (BBB) and Oral-B. We’re sorry to hear about your experience.
  
  The io3 brush will be dual voltage, so it can be used anywhere in the world. All you will need is a plug adapter to plug the charger into a European outlet. Otherwise, if you are looking to purchase a power cord specifically for Europe, you can purchase one through *********, our parts distributor, using the link below.
  
  ****************
  
  We appreciate the opportunity to address your concerns.
  
  
  

  Customer response

  07/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I will be in Europe this coming week and I will see if the original charger works with the brush. If it does great, if not I'll continue the complaint. Thank you.
  
  Regards,
  
  ****** ********
  

  Customer response

  07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I need more time to verify their email is actually correct. Thank you.

  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. ↩