On 12/31/2015 I purchased a set of Sonicare electric toothbrushes at the local Costco store. When I prepared one of the brushes for use, I noticed a small amount of white deposit on the top. I didn’t think much of it and scraped it off with my fingernail. Maybe this was some kind of manufacturing residue. No big deal. We started using the toothbrushes.
A few days later I got around to unpacking the 2 charging units as well. At the bottom of one of them, I came across a dark grime that reminded me of what my old brushes had at the bottom. My spider sense went off! I turned the unit around and saw dried foam on the top as well (photos below). Clearly this unit had been used before and I’m sure so had the brush I had already been using for several days at that point! I realized that somehow a refurb/used toothbrush and charging unit had been re-packged and sold as new. Disgusting! (The package/box was clearly sealed and had not been opened!)
I immediately reached out to Sonicare customer service via chat and also Twitter in early January. The social media guys were somewhat responsive and kept promising I would be contacted by customer support, but nobody did.
Mid January I was finally asked for a proof of purchase, which I provided. I was then issued a return label for FedEx. I told them I had no intentions of returning the items because I had – unfortunately – already started using them. I asked for a refund instead. That was 1/18.
As of 1/31, I’ve heard nothing. I certainly would like a refund, but I’m mostly interested in is an apology and someone trying to explain how a used unit got resold (which is disgusting!) and what they will do to ensure this doesn’t happen again. But overall I’m very disappointed with the follow-up and lack of care. Obviously toothbrushes are personal care items requiring highest quality and hygienic standards from the manufacturer. Sonicare has obviously failed miserably and resold used units as new. From a consumer’s perspective, this is scandalous and their lack of apparent care extremely disappointing. I must conclude that Sonicare doesn’t care!