Reckitt Benckiser Inc.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***

Thank you for the opportunity to respond to this incidentWe would like to assure you that the policy of RB is to try and do all that we can for the consumers who use our products, in accordance to label directions, and feel that they encountered an undesirable
outcome. Ms*** incident was thoroughly investigated and discussed indetail with managementAlthough her returned container was analyzed by our Quality Department and found to contain NO manufacturing defects a fair and final goodwill offer was provided to Ms*** in the amount of $300.00. Unfortunately, we are unable to provide any additional monetary goodwill offer

Thank again for the opportunity to respondto Ms*** incidentRB thoroughly investigates any complaint in which a consumer feels that a product was used in accordance to label directions, but encountered an undesirable outcomeAs communicated Ms*** incident was thoroughly investigated and discussed in detail with managementMs*** contacted us on December 8th 2013regarding her experienceCorrespondence was sent out to receive back for investigation; the container in question, a completed questionnaire, along with photographs of the affected floorUpon receipt, on January 24, the provided information was forwarded to our Quality Department for analysis.Our Quality Department completed the analysis concerning Ms*** returned *** *** *** ***. The report indicates that an extensive examination was performed; and no manufacturing defects were detectedAdditionally, it is noted that they could not duplicate Ms*** complaint, that the bottle in question was almost years old, and it was deemed possibly that the bottle was squeezedWe do have a warning,”Avoid squeezing bottle when opening”.Nevertheless, after several correspondences with Ms*** as well as management, solely in the interest of goodwill, although her submitted product did not contain a manufacturing defect a fair and final goodwill gesture was provided to Ms*** in the amount of $300.00. We stand behind our Quality Departments analysis and regret that we cannot provide any further goodwill gesture than what has already been offered

We will send additional correspondence to customer to investigate her complaint furtherWe appreciate the opportunity to address the customers concerns

I am rejecting this response because:
Clearly there is something wrong with the bottle unless it's contents are supposed to unexpectedly gush out all over.  I have researched numerous online complaints regarding the same type of occurrence with this product and further complaining that Reckitt Benckiser would not take responsibility for damages done.  I am not the only one out here with a problem with this product leaking everywhere when used as directed and clearly not the only one being ignored when I want compensation for damages caused by their product.  I am sick and tired of being told there is nothing wrong with the bottle of this product when it is entirely obvious that there is and they just don't want to take responsibility.  Something needs to be done here.  I am trying to include jpg photos but keep getting a 404 server error and having issue with the website. Let me know if there is an address I can send them directly.

We are very sorry to learn of the consumer's experience.  Upon reviewing the consumer's complaint, it appears that an older product was purchased.   In 2010, RB acquired Durex® products.  The address listed in the complaint was from a product prior to the acquisition....

 Nevertheless, should the consumer wish to fax, email or mail all the requirements to RB, we will gladly honor his request for reimbursement.  Please include reference number [redacted] on any correspondence.  RB[redacted]
[redacted]  [redacted]
[redacted]
[redacted]We appreciate the opportunity to address his concerns.

Complaint: [redacted]
I am rejecting this response because:
While Reckitt Benckiser may require photographs and/or the physical mats, this was not feasible as I had to throw them out to avoid discoloring my carpets and other personal items.The kitchen floor mats were noted in the original claim documentation and Consumer Relations was notified that I could not provide this. The terms should not be dictated by the "goodwill" of the retailer and does not absolve Reckitt Benckiser of manufacturing a defective consumer product that caused customer harm and inconvenience. RB has not apologized or taken accountability for the event.If Reckitt Benckiser will not want settle my claim in full, I will seek remedy by exercising my legal rights in ** small claims court.
Regards,
[redacted]

Thank you for giving us the opportunity to respond to [redacted] concerns.  Below is the initial email sent to our company from [redacted] on Monday 10/20/2014 at 5:29 PM: SALUTATION:  Mr.  FIRST NAME:  [redacted]  LAST NAME:  [redacted]  EMAIL:...

[redacted]  ADDRESS1: [redacted]  [redacted]  [redacted]  [redacted]  [redacted]  PHONE: [redacted]  AGE: [redacted]  MESSAGE:     REGARDING: [redacted]    Last night when I went to use your product, [redacted] All Purpose Cleaner with Bleach.   Went I went to use the spray, the screw top cracked along its seam and broke off from the bottle. The liquid from the bottle splashed on my new black jeans (purchased on 10/11) and all over my kitchen floor. I spent the next 45 mins cleaning the spilled liquid.   I contacted your Product Help Line this morning and opened up ticket reference #[redacted]. I would like your company to reimburse me for the cost of replacing my jeans that were damaged as a result of the defective screw top and to determine whether my incident was an isolated incident or is a product packaging defect that could result in other similar incidents.   I can provide pictures or any additional substantiation you require. Please advise.    Based on this correspondence the appropriate paperwork was processed.  We requested the affected garment back, completion of the provided questionnaire along with the product in question.  Upon review of the information received, it was now noted that additional alleged damage occurred to kitchen mats.  Therefore, we requested via email photographs of these items in question.  Unfortunately, it was communicated that the items in question were discarded and no photographs were available for review.   Regretfully, without being provided this pertinent information we are unable to honor [redacted] request for additional monetary compensation other than the goodwill offer for his jeans.  Sincerely,Stephen S[redacted]Consumer Relations Specialist

Thank you for the opportunity to respond to Ms. [redacted] concerns. Due to her complaint, we have reached out directly to Ms. [redacted] in order to discuss her concerns further. Ms. [redacted] was again advised that the pretest that she performed using our Resolve® Pet Stain on the carpet was successful;...

the nature of the stain itself was highly acidic which could cause the problem she encountered, as well as label directions were not followed. Although she appeared to understand our comments, should she wish for us to investigate this further, she certainly can contact us again.  We still remain confident, due to all factors provided; including our knowledge of our product, that Resolve® Pet Stain was not responsible for the bleaching of her carpet and other circumstances were involved.

We are sorry to learn that the product [redacted] purchased advertised an expired offer.  RB's distribution system ensures that current stock reaches the marketplace.  All of our products are sold at mass merchandisers and supermarkets with excellent reputations for high quality standards....

 We are sure that these outlets partake in regular stock rotation, therefore, we are at a loss to explain how this might have happened. Please be assured that this matter has been reported to the appropriate personnel for investigation.  Should [redacted] wish to submit all requirements to us, we will be happy to honor the rebate.  These submissions can be faxed to [redacted] or emailed to [redacted] in the subject line.

The policy of RB is to thoroughly investigate any complaint concerning one of our products.  All of our products are extensively tested by our Research and Development Department as well as our Quality Department.  When used in accordance to label directions, [redacted] No-Mess Toilet Bowl...

Cleaner is both a safe and effective product.  Based on review of the conversation on 2/23/2015, [redacted] contacted RB regarding an issue with the [redacted] No-Mess Toilet Bowl Cleaner and wanted to be reimbursed for a brand new toilet bowl.  At the time of the initial call, the toilet had already been replaced and installed by her husband; and she indicated she had not contacted a professional plumber on this matter.  During the conversation, she believes the product was inadvertently removed and flushed down the toilet by her young daughter. We are also sorry to learn of the alleged scratching of family members, as this was not relayed during any of her conversations with us.   This type of automatic toilet bowl cleaner is placed over the rim of the bowl with a plastic hook and sits securely underneath the toilet seat, so it is uncertain how it came in contact with the skin.We would like to assure you that when [redacted] No- Mess Toilet Bowl Cleaner is assembled correctly and attached per label directions, it would not be expected to fall into a toilet during normal use. Our Research and Development Department was consulted concerning the incident and advised that pouring hot water into the toilet would speed up the dissolution of the block, or if necessary, could be snaked out.  Although we are sorry for this experience, we hope you will understand we cannot be responsible for accidents occurring outside of our control.   Unfortunately, we were not provided the opportunity to discuss possible remedies prior to full replacement of the toilet.We appreciate the opportunity to explain our position in this matter.

I am rejecting this response because:They are incorrect when they state that I didn't follow the label instructions. I have told them that I followed the instructions so it seems they're being deliberately obtuse on this point.Also, their claim that the dog vomit was acidic doesn't make sense. The product is specifically labeled for pet messes. If it reacts oddly with some pet messes, as Mr. [redacted] told me on the phone Jan. 16, then that's a problem with their product.The product, used correctly, bleached my carpet.Attached is the invoice for this carpet, which was installed April 2014. Total cost is $866.04. Also attached are photos of some of the stains. I have more photos.

Review: The Durex Play Vibrations ring that I purchased from [redacted] was defective. It vibrated for about one second the first time I turned it on; then it shut itself off and never vibrated again. The product packaging advertises a satisfaction guarantee and said I could obtain a refund by sending my receipt and an explanation to Durex's consumer affairs department at [redacted]. I followed these instructions, but within a week my letter was returned as undeliverable. I then followed the instructions on Durex's website and attempted to submit a complaint online. However, the website's comment form is broken and returns an error message.

Product_Or_Service: Durex Play Vibrations RingDesired Settlement: DesiredSettlementID: Refund

I spent $14.27 on the product and $.49 on a stamp, totaling $14.76. I would appreciate a refund of this amount. Given the difficulty I experienced contacting Durex and exercising the promised guarantee, I am not inclined to purchase Durex products and will discourage my friends from doing so. If Durex would like to retain the business of my friends and me it should fix its website and compellingly explain how it will ensure that all customers can exercise the satisfa

Business

Response:

We are very sorry to learn of the consumer's experience. Upon reviewing the consumer's complaint, it appears that an older product was purchased. In 2010, RB acquired Durex® products. The address listed in the complaint was from a product prior to the acquisition. Nevertheless, should the consumer wish to fax, email or mail all the requirements to RB, we will gladly honor his request for reimbursement. Please include reference number [redacted] on any correspondence. RB[redacted]We appreciate the opportunity to address his concerns.

Review: On 01-04-15 while shopping at [redacted] I seen rid x septic system treatment. It had a rebate coupon on it for try for free. After I purchased two boxes and went to mail in the rebate that you have to peel off of the box after its purchased the rebate expired on 11-15-14! Today 01-20-15 I called the company who stated that they were sorry but had nothing they could do other than pass my recommendation of putting the expiration on the front of the coupon so the consumer can see it before purchasing it. I spent $14.50 on a product to try because of their rebate that I would not have purchased if it was not advertised this way. This company will never get my money again and I will stick with the store brand from now on. I will tell others of their misleading ads. If their ads are this bad I have no confidence in their products!Desired Settlement: refund and change their advertising practice

Business

Response:

We are sorry to learn that the product [redacted] purchased advertised an expired offer. RB's distribution system ensures that current stock reaches the marketplace. All of our products are sold at mass merchandisers and supermarkets with excellent reputations for high quality standards. We are sure that these outlets partake in regular stock rotation, therefore, we are at a loss to explain how this might have happened. Please be assured that this matter has been reported to the appropriate personnel for investigation. Should [redacted] wish to submit all requirements to us, we will be happy to honor the rebate. These submissions can be faxed to [redacted] or emailed to [redacted] in the subject line.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I did not receive my rebate from this company. I mailed it on 3/19/14 to Finish Try Me Free, [redacted], 55745-2399. All the requirements were done correctly and on time. They owe me $7.98. I contacted their customer service # at [redacted] on 6/16/14, they were of no help! I then told them about all the scam complaints about them all over different websites with everyone complaining they also have not received their rebate. Now they have another rebate in the newspaper today for the same rebate as they had months ago. I feel they have no intention of paying!Desired Settlement: I just want my $7.98 rebate check.

Business

Response:

Thank you for the opportunity to respond to the consumers complaint. We did confirm with our fulfillment agency that Ms. [redacted]r is in process of receiving her $7.98 rebate check. Additionally, her rebate check should be mailed to her next week.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], I will let you know if and when I receive the rebate check. I don't want to close this out until then.

Review: Bottle of Wool-lite was defective.

Product leaking on hardwood floor in closet damaging an area of about 16 by 16 inches.

After sending back the bottle, with pictures of the floor, and several emails to the company, they claim no responsibility.

Totally at a loss now.Desired Settlement: Repair would be ideal, but anything more than a $1 coupon would help cover the cost.

Business

Response:

Thank you for the opportunity to respond. We would like to assure you that RB takes comments from consumer very seriously and therefore spend a

great deal of time investigating any complaint when a consumer feels that one of our products caused an undesirable event. Mr. [redacted] incident was thoroughly investigated, as well as his container being analyzed by our Quality Department for any type of manufacturing defect.

Mr. [redacted]’s submitted container of WOOLITE® was found to be completely within manufacturing specifications and contained NO manufacturing defects. The container’s bottom seam was not defective as the consumer had believed; the bottle actually exhibited a cut on the side of the bottle which was found to have potentially occurred by an outside force/object such, as a razor blade or box cutter. The bottle could not have left our plant in this manner, since leakage would have been detected during the assembly line or during packaging. Additionally, substantial leakage would have been noted while the product was being stocked.

Although we understand Mr. W[redacted]’s frustration, we hope that he will understand this was an accident which occurred outside of our control. Nevertheless, Consumer Relations Management did leave a message for Mr. [redacted] to contact us directly via the phone a few weeks ago ;as well, as a follow-up email was sent requesting

him to call us directly. To date, he has not contacted us back via the phone.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: One part of their response is not accurate. The leak was not substantial, had it been the stocking personal would have seen at time of shelf stocking, or the cashier and myself would have seen it at time of purchase. It was a very slow leak that could have in fact occurred at their site. This is my understanding before I sent the bottle back to them as they requested. I in fact, requested the bottle back multiple times, yet they have failed to send it. I am also surprised to see that they have contacted me via phone, as I never had a voice mail from the company. I also attempted to call them multiple times, yet the number does not take me to an individual to review this claim.

Thanks again for such timely review, this is so helpful.

Regards,

Business

Response:

Thank you again for allowing us the opportunity to respond to this incident. Mr. [redacted] responded immediately to us via the phone after reading our response to you. Although, again, his container of Woolite® did not contain any manufacturing defect, we are attempting to work with him and give this matter our Best Consideration. Thank you.

Review: Product is a battery-operated room air freshener for use in the home. I have had mine for approx. 1 year (I no longer have the receipt, cannot verify date). Within the last month or so, product stopped working. I changed batteries, checked refill can -- all OK. Not working. I tried again, manipulated refill can -- it started to work again, then stopped again. I called customer service, outlined my experience. Rep. had me do all the things that I already had done -- and lo and behold!!! it worked again. Just as it did for me a week or so ago. Rep. repeated several times, "There it is working again. Be carefulwhen you change settings, . . . . . it is now working again. . . . so, now it is working." Well, it isn't.

My complaint is: the original cost was approx. $14.00, refills are about $6.00. I have already invested about $30 in this thing. My real complaint is that here is a very useful product put out by a firm with a good name (Lysol is the name on the can), and soon it just stops working. The company has made profit on the initial unit purchase, plus the refills puchased, and when it stops functioning, it can walk away with a "Oh, well!!" The Rep I talked to suggested I could buy an AirWick product. Again, when the battery in my Ford wears out, does the service dept. tell me that I can buy a Chevrolet and that will work well?????Desired Settlement: Actually, I would simply like a replacement of the product I bought. It serves a good function.

Business

Response:

This is in follow-up to Mr. [redacted] complaint regarding Airwick® Freshmatic. The policy of Reckitt Benckiser is to try and do all that we can for the consumer's who use our products. We are sorry to learn of his experience and will be following up via a letter to receive the Airwick® Freshmatic in question back for evaluation. Upon receipt, we will in the interest of goodwill, provide a refund for the returned Airwick® Freshmatic gadget.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am grateful for the timely response and the apparent willingness to make things right.

Regards,

Review: I purchased THREE stick up Air wicks from a particular retailer. They were purchased at the same time. None of them would stay on the FLAT wall surface where I have had previous products on the similar wall. I have contacted the company over and over even sending them the receipt with the cost and they believe it is a joke I think. They keep writing telling me sorry for the issue and their QC sends out the best products. That is far from the truth and they need to mail me the products replacement or send me my money back.Desired Settlement: Send my money back or send the THREE product repalcement

Business

Response:

Thank you for the opportunity to respond to [redacted]s' complaint. The policy of Reckitt Benckiser is to thoroughly investigate any complaint in which a consumer communicates that they experienced an undesirable outcome with one of our products. Since [redacted] indicated that she had (3) Air Wick® Stick Ups that she was experiencing the same problem with, the products in question were requested back in order for our Quality Department to evaluate the nature of her complaint. In the interest of goodwill, coupons were sent upfront for one Air Wick® Stick Up and upon receipt of the additional products further compensation would be sent. Since consumer satisfaction is our primary goal, we will be sending additional coupons for the (2) other Air Wick® Stick Ups. However, it would be appreciated if [redacted] could possibly please still send the products back for evaluation in an attempt to identify the root cause of the problem she is encountering.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I absolutely never received a response or a coupon. Have them send me a self addressed stamped envelope and I will be happy to send the products to them.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:As indicated I purchased 3, they need to send 3. Pls ask them to send the additional coupon. As soon as I get them I will send out the bad products. I need a prepaid label as well. Thanks.

Regards,

Business

Response:

Once again, we appreciate the opportunity to respond to [redacted] complaint. To reiterate[redacted] indicates she purchased (3) Air Wick® Stick Up products, she was sent a letter and coupon upfront on January 16, 2014 for one Air Wick® Stick Up. On March 11, 2014 [redacted] was sent additional coupons for the other (2) Air Wick® Stick Ups in goodwill along with a postage paid label. We hope this clarifies that she has been compensated upfront now for (3) products without getting any products to date back for evaluation.

Review: I use a small among of the old english oil on my table for some reason the oil remove the top surface of the table went contacting the company they ask me to send in a picture well I mail them a picture twice their no way I would use any kind of product on a table I love so must and do any kind of damged to something that I can't replace I have furniture that is over 30 years old this is why I invest in the best so I do not have to keep buying the same things over and over I put a lots of care into my furnitureDesired Settlement: I did not ask reckitt to replace the table just to help with the repair to replace this table would cost over $1500 just help having my table redone I have had 2 different company give me an estimate one was 275.00 and 300.00 the one person I like would come and pick up the table with help from my husband because the table is very heavy ans would have it in time for thankgiving

Business

Response:

Thank you for giving us the opportunity to address your concerns. The consumer has already been in contact with us again yesterday (11/18/2015), and after a detailed conversation she understood our position and findings. Coincidentally, she again contacted us today(11/19/2015) to ensure our offered coupons were being mailed to her in the interest of goodwill. Thank you!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

[redacted] the reason I rejecting this offer because the table can't even take water on it without turning white they said the oil is so pure that it can not do any damage well this is not true I have to pay someone over 250.00 dollar to redo my table they only offer me $18.00 dollar in coupon you could at least offer me $100.00 are more in coupon

Review: Airborne gummies were all stuck together and I was concerned about using product. Customer service failed to offer refund and told me it was supermarket's responsibility. Terrible customer service and not a company that cares about its products. Won't make this mistake again in purchasing from this company.Desired Settlement: Replace or provide money back. An apology would also be nice from poorly trained customer service rep

Business

Response:

Consumer will be issued a refund of $14.99.