Reckitt Benckiser

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 daughterWe 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 useOur 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

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] We appreciate the opportunity to address his concerns

I am rejecting this response because:They are incorrect when they state that I didn't follow the label instructionsI 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 senseThe product is specifically labeled for pet messesIf it reacts oddly with some pet messes, as Mr [redacted] told me on the phone Jan16, 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 Total cost is $Also attached are photos of some of the stainsI have more photos

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 happenedPlease 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

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 server error and having issue with the websiteLet me know if there is an address I can send them directly

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/at 5:PM: SALUTATION: Mr FIRST NAME: *** LAST NAME: [redacted] EMAIL: [redacted] ADDRESS1: [redacted] *** [redacted] *** [redacted] [redacted] ** [redacted] *** PHONE: [redacted] AGE: *** MESSAGE: REGARDING: *** 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 bottleThe liquid from the bottle splashed on my new black jeans (purchased on 10/11) and all over my kitchen floorI spent the next 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 requirePlease 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*Consumer Relations Specialist