Sonicare Customer Service

I have to comment on my last complaint. It was for the trysonic toothbrush. Not sonicare. I've had Sonicare and they're fine. I have not had to deal with their customer service fortunately. Although their toothbrushes do wear out in about a year. And it's a shame because it's now just the landfill item. I feel like they're meant to break down. But my complaint regarding customer service in the prior comment box was regarding sonic toothbrush. Which I believe is a scam. I don't know how to delete the prior complaint so I wanted to set the record straight that I was not referring to Sonicare.

Try sonic toothbrush customer service is non-responsive. There's no way to contact then via phone. And then you end up sending email after email with no reply. My sonic toothbrush did not work. I returned it along with the other items I purchased from them that were not even opened. They confirm that they would refund me for everything including the broken device. I sent the items back to their returns department via usps. Paid $21. Sent my tracking and my receipt of post office charge. There was no reply and I have not heard from them since. So now not only do they have the money I spent on the products, they have the products as well. So technically, they have twice the amount of money I spent considering I don't even have the products I did not open. I was leery to open up the other products upon discovering that my toothbrush did not work properly. The button that you push for the sonic toothbrush did not go on for more than 10 seconds. It was not efficient and I also felt like my teeth were still needing a good brush after I used their device. They've not responded to my inquiries regarding my refund. I'm still getting charged through the app system that they use called shop. Every month I get a charge for these toothbrushes that I've returned weeks ago. They have not responded and they have not told me how my money would be refunded. I feel like they're just avoiding me and taking my money. I'm concerned that this company is a complete scam selling low quality products. Very low quality product and customer service is extremely lacking. Maybe it's by Design so they can just rip people off.

I have used your product for years but after you decided to take away the 110 plug I quit buying your product. I was shocked when I found that it came with a USB only.

I have bought 4 diamond cleans. Not one of them lasted more than a year each head shaft is broken. Unable to contact customer service.

Worst customer service ever. I wanted to ask today when my next toothbrush head would be Auto delivered, and if I didn't want to wait, I was going to just order another one. (Last time I ordered a toothbrush and also signed up for auto delivery it took 3 months and many calls to get one toothbrush head)
today, I wasted about an hour.
I would be put on hold, I would get someone who told me they could not help me, they would transfer me and then I was disconnected this happened several times and I had to keep calling back and going through the same thing.
Other times they gave me a number where I could directly call the people to help me, and then "they" said it was not the right number when I got through.
I never did, after all those calls, six, I never did get any resolution or even talk to anybody about getting my next toothbrush or placing an order for one now. Also customer service reps are clueless about who handles what and what phone number to call and how not to cut you off instead of transferring you.
Will probably never buy another Phillips product just based on the customer service.

My 2 month old sonicare HX681A bought at walgreens doesn't work.40 minutes on hold! I tried the online claim form and it came back it us out of warranty! 2 months old!
Buy a different brand!

I purchased a Philips Sonicare DiamondClean Smart 9500 SeriesToothbrush 03/2018. I was preparing to retire and chose this one because I thought it would last longer and do a better job. About 2 1/2 years later (after warranty was expired) I started having trouble with the button that start it. Now it is a real challenge to start it. I previously owned an electric tooth brush that lasted me several years. Much more that 2 1/2. I could have bought 3 of them instead of the sonic I purchased in 2018. I am going to have purchase another tooth brush but it will NOT be a sonic.

Plastic cover for water reservoir is completely ridiculous.Falls off very easily..I m a dentist and orthodontist and dissatisfied

To. Whom it may concern... I now have 2 Air Floss units which are not working. Have been using the Air Floss now for 5 years with great results. The problem is over that period I've had at 4-5 units fail. The problem is the time it takes to receive a replacement unit takes so long that I go out and buy a replacement which invariably fails. Please advise what I need to do. I've registered by purchases on and off during the years. Hopefully with my information you can help.

Brian O'Reilly

I's Saturday morning and it says they are having Saturday hours. I've been on hold for 20 minutes. About to give up. Terrible customer support. Very disappointed. Are you really trying to help people on a Saturday or there that many unhappy customers?

I'm just writing to tell you that I was brushing my teeth, & my sonicare head broke. The replacement head broke, right by the color ring that goes into the base that screws into the rechargable piece. I had only used it for about 1 month.

Horrible customer service and support. Sonic care flosser stopped working and it was still under warranty. I contacted customer service, and they said they did not have a replacement but would refund my money. Keep in mind this was August 2016. They sent the packaging I needed to return the product. They did receive it and told me the check was in the mail. I have continued calling and emailing this company. They lie....the check is in the mail....a manager will call you withing 48 hours. It is January 12, 2017....I still have not spoken to a manager or received a check in the mail....really pathetic.

I Am Registered With You For My Sonocare Electric Tooth Brush . I Haven Not Had It For A Long Time And It Should Be Under Warenty. It Will Not Hold A Charge And A Two Mi Ute Brrushing Is Out Of The Question. This Is Not My First One. Ihave Beenusing Them For Years..and I Would Like To Continue

THEY JUST LOST ANOTHER CUSTOMER AND MY RECURRING BRUSHHEAD PURCHASES (which I told them too!). My total phone call was an hour, mostly on hold waiting for a supervisor - I guess there are a lot of unhappy folks. Prior to my 2 year old Philips Sonicare with UV base (about $200), I had an amazing CyperSonic toothbrush - the handle/base literally lasted 15 years with free brush heads for life. Because I cannot provide a reeipt, even though I offered to mail them the handle which is broken, they would not replace it. Their only offer was 15% off and the first brush heads free. I would MUCH rather invest in another base and handle from Cybersonic and know it will work. Clearly it was purchased or it would not be in my possession - very frustrated when companies do not stand behind their expensive products. I'm mad at myself for not sticking with a product that I knew worked and lasted well beyond it's original investment value!

Horrible support phone service. I repeated the home address and email address and they still got it wrong. Found this out when my replacement handle never showed up. Called back and found they sent it to the wrong adress.The second time i called they told me it was it transit to the wrong address. The support person told me to call FedEx to change the address. Come to find out the shipper can only change the address.Called back of course. This went on and on.Terrible

After spending considerable time on the website trying to find a retail store. I was re-routed each time to the online purchasing option only, So I called the Customer Service Chat and asked about the retail information. I was asked several unrelated questions and asked again about the retail stores. Chat said they had no info on retail. I responded "That sucks - why do they offer that option?' To which response, Chat said "Conduct yourself or I will have to disconnect you." I thanked Chat and said good night.

Absolutely the worst Customer Service you will ever experience! I received a replacement toothbrush 3 months ago and I'm told it's out of warranty. The Customer Service rep tells me the new toothbrush is 3-4 years old based on the serial number! Who sends a 3-4 year old product for warranty replacement? Customer Service representatives are argumentative and not willing to listen to common sense.

HORRIBLE WARRANTY, RIDICULOUS CUSTOMER SERVICE!!

Stay Away!!!!!! Stay Far Far Away From Phillips Sonicare Electric Toothbrushes!!!! Horrible Customer Service!!!! Don't Waste Your Time Or Money!!!!!

had the soniacare diamond my third one in 12 yrs was told my warranty was after I bought this one 4 yrs ago and told out of warranty. Dont by this product not reliable and the comapny dont stand behind this expensive tooth brush

There customer care service is awful. The customer care people on the phone are not particularly bright nor does the comapany appear to care about the customer once they have made the sale. Buy at your own risk!

I was very disappointed that customer service gave me no resolution to my problem. The only thing was WELL Sorry you will just have to get another one. This was bought a couple of years ago as my Christmas gift and the Metal Shaft is very loose.I can't afford another $150.00 for a toothbrush for 2 years.Its to bad it didn't last longer because you could have had a forever customer with me. I love the tooth brush but have lost faith in its workmanship.

no service no response on their new
Air Floss

Pam Price

Had an extremely positive Customer Support experience with Philips this a.m. Owned a Sonicare 9300 Power Toothbrush - up until last week performs as advertised. Suddenly stopped holding a chart. Contacted Phillips Customer Support for assistance. After some initial questions

Good Afternoon. I was very impressed with the young man i spoke with on the phone. he was very professional and helpful. I will continue to use the Sonicare Philips they stand behind their product.

I got excellent customer service from Ann (Anne?)today. Anne was able to resolve my issue efficiently in a friendly manner and I am very happy. Thank You!!!!

Called today about my daughter's Sonicare toothbrush that was vibrating too fast and was hurting her teeth when she would brush. Customer service representive was so helpful and had me try several different things to see if the vibration would change......no change. My daughter has had the toothbrush since the end of December, 2016 so the representive is going to replace it for her.
The lady I talked with was very kind and helpful. Thanks to Phillips Sonicare for your helpful customer service representives.....especially the lady that I talked with today!

12/14/2016: Called Customer Service about a broken handle. One call; one representative, one replacement on it's way to me. The whole thing took 7 minutes, including the wait on the phone before anyone answered. All is all, perfect service.

I just contacted them using this information and the woman was extremely helpful and polite. My toothbrush broke and I have been very upset about it because I love it so much and because it was so expensive. They are sending me a replacement and also a return shipping label so I can send my broken brush back to them.

Excellent customer service and they fixed my issue on the first try and within 10 minutes. The only disappointing aspect is the new toothbrush will only be covered under the remaining time left on my original warranty. So if the replacement breaks, I'll have to buy a new one.

As far as the customer service goes, I couldn't have asked for anything better. This is the exact opposite of Comcast/Xfinity customer service which is the ABSOLUTE WORST! Yay for Sonicare!

Philips Sonicare customer service has always, and I repeat always, been courteous in the multiple interactions I've had with them over the years. They have always offered me a replacement product or part even when my warranty had expired. They send a return shipping label to send back the defective item, so there is no cost to the customer.