Alicia P.
Faulty product and terrible customer service
I’ve used electric toothbrushes all of my life, as does my husband and our three children. I purchased a new toothbrush about 12 months ago and it went mouldy (parts of the silicone). I ended up in multiple very uncomfortable conversations where it was implied that I had poor hygiene standards. They kept reiterating that no parts of the toothbrush could go mouldy, but this is in fact not the case. I had my old toothbrush for five years and never had a problem, my three children also do not have a problem, I care for my toothbrush far better than my three-year-old daughter! The toothbrush I purchased had so many grooves around the bottom and the silicon became mouldy beyond the point of being able to clean it. When I called and spoke to multiple people about it I was told that this was impossible. Once again, I have three children under seven who do not care for their toothbrush as well as I do. Frequently putting it away wet and dirty, dropping it in the bath etc. I believe my toothbrush design was faulty. Be mindful if purchasing a toothbrush from Oral-B that if you did decide to make a claim under warranty, you may not be able to. The process of even contacting anyone is arduous. When I contacted them directly, the level of customer service I got was deplorable. They then advised me to contact the service centre in Coburg which I did and was advised that no one could be of any help. Won’t be buying another toothbrush for from them in the future. Terrible customer service if that’s what you could even call it and an even worse faulty product