Tim S.
Misrepresentation of Product
I ordered the Sonicare DiamondClean Smart 9400 Professional Sonic Electric Toothbrush. The toothbrush itself is genuine Philips Sonicare and works well. My disappointment is with how the product was presented on Smilox's website. The listing described the package as including a "Premium travel case," but the product image prominently showed the USB charging travel case. Based on that image, I reasonably believed the charging travel case was included. When my order arrived, it contained only the standard non-charging travel case. I later looked up the exact model number (HX9985/08) on Philips Sonicare's official website and found that Philips actually shows this model with the standard travel case. In other words, Smilox's product image did not match the manufacturer's presentation of this model. I contacted Smilox to explain the issue, but we were unable to resolve it. I am not suggesting the toothbrush itself is anything other than authentic. My concern is simply that the product image created an impression that a more valuable accessory was included when it was not. I hope Smilox updates the product images so future customers know exactly what they are purchasing. For transparency, I also noticed that since my purchase the product description has been changed from "Premium travel case" to simply "Travel Case." My comments relate to the version of the listing that existed when I placed my order.