Sonicaredirect - Help please

Sneaker

Hi,

not too sure where to put this, but has anyone had a ny problems?

I sent my toothbrush back in the 1st week of September, I sent it recorded, 2 weeks later I had heard nothing so contacted them, knowing it had been delivered. They told me they didn't have it, as soon as I sent them the tracking details it miraculously appeared and they told me they had sent a ne wone 2 days later.
It arrived, but was clearly a second hand one, still with toothpaste residue and yellow on the bottom.

I contacted them wehre they "assured" me it was new, etc. TOld them I was not happy and wanted a new one, I was offered 2 replacement heads if I kept the old one. Naturally said no, told to return the briush, this time to a freepost address. I did this last Saturday and now they are ignoring my emails. I can't get to phone them in the day. I messaged them asking for a compliants address, 3 emails they've ignored. Not sure what to do, I've got bad teeth and using a manual toothbrush is a pain-literally. It's been over 6 weeks in tiotal.

Any help/advice/similar problems please?

Thanks

neilmcl

How old is the toothbrush? If its more than say 28 days then they're entitled to either repair your existing toothbrush or send you a replacement, which can be a refurbished model. Although, clearly there was a mistake with the brush head but offering you 2 new replacement heads seems fair enough.

If you sent it back only Saturday gone then they may not have received it yet or only just. I'm sure they're not ignoring your email.

Sneaker

Thanks, yes it was 9 months old. I was fully expecting it to be repaired, they offered to send the replacement. However they clearly sent a second hand, non refurbished one and have ignored at least 3 emails.

They offered 2 replacement brush heads if I kept the second hand unit! Not as a sorry, and we'll send you another (incidentally they are a different colour apparently, but the same features-i hope this is true) If I ever get it.