“Package was delivered crushed. Toothbrush boxes dented (not a big deal) but the box that the toothbrush replacement heads were in had burst open and the replacement heads rolling free inside the plastic envelope they came in. A bit more care could be taken to pack stuff considering I spent 40+ quid on 2 toothpastes and some replacement brush heads.”
Thank you for your feedback. I’m very sorry to hear about the condition in which your package arrived. We understand how disappointing it can be to receive items in less than perfect condition, especially after spending a considerable amount. We take packaging and shipping very seriously and will review our processes to ensure better care in the future. A member of our team has reached out to you now.
“Don't get it. I have to press power and then cycle through to get to the option I want. I then have to power it down and start all over again. I need a third button. I want to power it up, choose the option and then start/stop at will - keeping the option I chose. As it is I spew water everywhere while picking the settings and trying not to gag while dribbling the water out the front of my mouth all over my chin. becuase I can't stop and start at will.
poorly designed and really hard to use because of this key use-case ! I want to return it asap as the mess in the bathroom and down my chin puts me off using it completely .”
I’m sorry to hear about your experience with the water flosser. We appreciate your feedback and are currently looking into this. We’ve reached out to assist further and address your concerns. Thank you for bringing this to our attention.
Thank you for letting us know. A member of our team has reached out to you regarding the packaging issue. We’re reviewing the photographs and your complaint and will get back to you as soon as possible.
“Why do you send me this when I’ve already said that’s it’s not great in my e mail ?
It’s a weak jet and looks very cheap and you say I can’t return it because I’ve tested it out”
“I rate the spotlight oral care toothbrush. Its not cheap, nor is it over priced but overall has a good level of quality to it. This latest order was for replacement heads. Ordered made and shipping is now linked to Amazon. I don't have an Amazon account. The product hasn't arrived. The shipping tracking is all over the place and invites me to log into a different named persons Amazon account to view the details! Some data misuse going on here. After a week I emailed Spotlight, no reply! So I found a contact number and rang them after and several attempts I got through speaking to Orna. She was apologetic said she'd look into it and ring me back the same day to confirm what was happening. What happened? She didn't call back, nor did she email. 9 days later still no delivery. Next steps is disputing this on my credit card followed by researching a new toothbrush from a different provider then placing my review on Trust Pilot. Desperately bad, things go missing but when you get the chance to recover it and put it right don't operate as badly as this.”
Thanks so much for your review Peter. A member of our team has reached out to address your concerns. We’re working to resolve the issue with your order. Thank you for your patience.
“I I had received it I could write a review. And I don't have and information from the DPD tracking. I don't know where it is. In Ireland? In the Netherland?in France? In In Germany? Definitely not in my home.”
Thank you for your feedback. I’m sorry to hear about the confusion with your delivery. Our team has reached out to assist you with this issue. Please let us know if there's anything else we can do to help.
“Ordered the diamond white teeth whitening powder. The two sticky 'seals' on the box top had been peeled back and were dirty and had not resealed the packaging. Inside the box, the lid had had another sticky partially peeled off the cover but leaving the remnants of the tacky paper on the lid. I am very dubious about using a product that has been tampered with in this way...one wonders if the contents have been tempered with in any way!”
We're really sorry to hear about your experience with the packaging. That's definitely not up to our standards, and we understand your concerns. We’d like to make this right. A member of our team will reach out to you directly to resolve the issue and ensure you receive a product in perfect condition. Thank you for bringing this to our attention.
We’re truly sorry to hear about the issues you’ve faced with your toothbrush Lara. I want to assure you that we’ve reached out to you via email to address your concerns and provide assistance. Please check your inbox, including your spam or junk folders, for our response. If you haven’t received it or need further help, feel free to let us know, and we’ll make sure to resolve this promptly.
Hi Shona,
We sincerely apologise for the inconvenience caused by the delay in receiving your order. Our customer service team has already reached out to you to resolve this issue, and we're committed to making things right as quickly as possible. Thank you for your patience, and we appreciate the opportunity to correct this.
“Firstly I am yet to receive my order so can't possibly comment on the quality of the product. Secondly the company has been abysmal in terms of updating me on the status and progress of the order and I'd likely receive it. The only update I received was yesterday and not from the company itself but from the transport company. Not good enough!”
Hi Kefah, we value your feedback, and we're disheartened to hear about your dissatisfaction with our service. Our Customer Service team has reached out to you via email to address your concerns promptly. Your input is crucial to us, and we are committed to making things right to ensure your satisfaction.
“I bought this product with great expectations but find it difficult to use. The water holder is too big and bulbous to be held comfortably in my hand. Also it is difficult to manipulate to position at the back of my teeth, especially my premolars. The design of this product, in my opinion, is bad. All in all, I will definitely be going back to normal flossing.
Spotlight oralcare contacted me asking me to change my review and rating. It seems to think the issue has been dealt with. I gave them a 6 because they were quick and polite getting back to me. But nothing has changed! In my opinion, the problems of design render the flosser useless.”
Thank you for sharing your experience with us. We appreciate your feedback and will take it into consideration for future product improvements. If you have any further questions or concerns, please don't hesitate to reach out.
“Machine is faulty. Worked for the first month then stopped charging. Emailed customer care and they asked me to jump through so many hoops for a replacement.”
Thank you for sharing your experience with us. We're sorry to hear about the trouble you've encountered with your machine. A member of our team has reached out to assist you further. We appreciate your patience and understanding.
“Unfortunately the formula for the whitening toothpaste has changed and it tastes awful and it doesn’t work as it use to. This will be my last order. Terrible”
Hi Samira, we appreciate your feedback, and we're truly sorry to learn that you're not satisfied with our toothpaste. Our Customer Service team has contacted you via email to promptly address your concerns. Your feedback is invaluable to us, and we're dedicated to resolving any issues to ensure your satisfaction.
Hi Bobby,
We value your feedback, and we're disheartened to hear about your dissatisfaction with our product. Our Customer Service team has been in touch via email to address your concerns promptly. Your input is crucial to us, and we are committed to making things right to ensure your satisfaction.
We appreciate you taking the time to share your thoughts on our product, although we're disappointed to learn of your less-than-ideal experience. A member of our Customer Service team has been in touch with you via email to delve into your concerns and endeavor to rectify the situation promptly. Your feedback is invaluable to us, and we're fully dedicated to ensuring your contentment
“The kids toothbrush replacement heads are sold without further explanation re: the fact that they won’t fit all your kids electric toothbrush. I bought 4 boxes thinking they were the correct ones!”
We appreciate you taking the time to share your thoughts, Jen, although we're disappointed to learn of your less-than-ideal experience. A member of our Customer Service team has been in touch with you via email to delve into your concerns and endeavor to rectify the situation promptly. Your feedback is invaluable to us, and we're fully dedicated to ensuring your contentment
Thank you for sharing your experience. We're sorry to hear about the issue with your daughter's electric toothbrush. A member of our team has reached out to assist you further.
“I have used an electric toothbrush for years and have just started using the Spotlight toothbrush and the brush tickles my gum and makes it very uncomfortable to use”
Thank you for your review. It can definitely take time to get used to the sensation as it can feel powerful at the beginning but this always eases with use. The Sonic is designed specifically for those with sensitive gums and teeth so should cause no pain when being used!
