“Hi I sent back toothbrush heads two weeks ago I haven't heard anything back. I sent in a photo of the toothbrush could you please let me know thank you jenny Merrins.”
Hi Jenny,
Thank you for your message. We received your return at our office this morning and can confirm that you have been refunded for the Sonic heads.
Please allow a short time for the refund to reflect in your account if it hasn’t already.~Suzanne
Hi Claire,
Thank you for your feedback. We’re sorry to hear that you found the adhesive on the mouth patches difficult to remove — we understand how that could be frustrating.
We really appreciate you taking the time to share your experience, and we’ll pass this on to our team as we continue to look for ways to improve our products and make them as user-friendly as possible.~Suzanne
“I was really looking forward to receiving this but sorry to say l am most disappointed as this product is not as effective as my previous Phillips Sonicare which I have returned to.
I tried the Spotlight for a week but now only use the Phillips. Also a shame as l bought 3 additional brush heads.”
Hi Ruth,
Thank you for your feedback and for sharing your experience. We’re very sorry to hear that the Spotlight toothbrush didn’t meet your expectations and that you’ve returned to your previous Philips Sonicare. We completely understand that everyone’s preferences and brushing needs are different.
We really appreciate you trying our product and your support in purchasing additional brush heads. Your feedback is invaluable and will help us continue to improve our products for all users.~Suzanne
Thank you for taking the time to leave us this lovely review. We are thrilled to hear that your teeth feel like they have had a professional clean. We really appreciate you recommending our products and are grateful for your custom. -Tina-
“The Sonic Pro is just not right for us. It gets two stars because it looks great but that's where the plaudits finish. We used it twice a day across the full range of settings for a week and found the intensity of the vibrations, even on the lowest setting, were intolerable, especially on the upper set of teeth. My wife also found the high-pitched piercing sound level too intense.
Once we'd decided that it wasn't for us we checked out the returns policy ... only to discover that, unlike its main competitor's no quibble return if you don't like it guarantee, our situation didn't fall within their policy. So here we sit with a very smart looking but unusable super sonic toothbrush.”
Hi Peter,
Thank you for sharing your experience and for your honest feedback. We’re very sorry to hear that the Sonic Pro wasn’t the right fit for you and your wife — we completely understand how the vibration intensity and sound could make it uncomfortable.
We’ve been in contact with you regarding this and want to make sure you feel supported. While our returns policy does have certain guidelines, we truly appreciate hearing your feedback, as it helps us improve our communication around product features and suitability.
Thank you for taking the time to share your experience. We hope to find a solution that works for you and that you continue to enjoy our products in the future.~Suzanne
“I like my new Spotlight electric sonic toothbrush. It is easy to use and seems to do a good job of cleaning my teeth. Two downsides to this is there is no stand to put it on or magnetic holder to fix onto a wall or bathroom cabinet, and the on/off button is flush with the handle making it difficult to see or find. A slightly raised button would be better.”
Thank you Bob for taking the time to leave us a 5 star review. We’re delighted
to hear that you’re enjoying your new Spotlight electric sonic toothbrush
and that it’s easy to use and leaving your teeth feeling clean. We also really appreciate your constructive feedback regarding the stand
and the on/off button and magnetic holder, we’ll be sure to share your comments with our product development team
as we’re always looking for ways to improve.-Tina-
Thank you for your feedback. I’m sorry to hear you’ve been experiencing this issue with your toothbrush heads. Our team will reach out to you directly to look into this and find a suitable solution.
We really appreciate you letting us know.~Suzanne
“I have used many toothbrushes over the years and stopped looking when I found the wooden handle Spotlight toothbrushes! My teeth always feel amazing morning and night after use I keep a few spare always to hand!”
Thank you so much for your lovely review Jacqueline! We’re absolutely delighted to hear that you found your perfect match with our wooden handle toothbrushes.
It’s wonderful to know your teeth feel amazing after every use — that’s exactly what we aim for!
Thanks again for your support — it truly means a lot to us~Suzanne
Thank you for your feedback Aoife- we really appreciate you taking the time to share it.
We’re sorry to hear you’re finding the new covers on the replacement heads a bit fiddly to use.
Your feedback is genuinely valuable, and we’ll be sure to pass it on to our product team. If there’s anything we can help with in the meantime, please feel free to reach out to us directly.~Suzanne
Thank you so much for your kind review Richard! We are thrilled to hear it’s the best toothbrush you’ve used. While we’re sorry to hear about the minor fault, we’re glad our team was able to replace it quickly. Your satisfaction means a lot to us. ~Breanna
“You send far too many emails and every single time I buy something from your website I end up unsubscribing from emails and swearing off ever buying again”
Thank you for your feedback. I’ve gone ahead and unsubscribed you from our emails.
I’m really sorry for the frustration caused — I’ll also pass your comments on to our team so they can take this on board as we continue to improve our communications.
We truly appreciate you taking the time to let us know.~Suzanne
Thank you for your feedback. We are sorry to hear you are having trouble with your toothbrush. A member of our team has reached out to have this sorted. ~Breanna
“This is the second time I have purchased this toothbrush, as I was so satisfied with the first one. It lasted for three years, which is much longer than its competitors, and it performs brilliantly as a toothbrush. I also appreciate the new feature that you don't have to turn on every setting to turn it off, but now there is one movement to turn it on and one to turn it off.”
Thanks so much for taking the time to leave such a thoughtful review Matyas! It’s great to know you’re enjoying the updated on/off feature; we designed it to make daily use simpler and more intuitive, so your feedback really means a lot to us. ~Breanna
“I ordered the pack of 6 bamboo toothbrushes at €6 and was charged over €6 for delivery by post. Seems extremely high for a very small, light parcel coming from Galway!”
Thank you for reaching out, and I hear you on those shipping costs. Because we want to ensure your parcel is tracked and handled carefully, the postal rates can sometimes be higher than we’d like for smaller items.
We are currently looking into more cost-effective shipping methods for our lighter 'letter-box' items to prevent this in the future. In the meantime, I’d love to send you a discount code for your next order to help offset this cost. -Tina-
Thank you so much for the kind words! We are thrilled to hear that our products have become a part of your daily routine. Knowing that we’re helping you care for your smile every day is exactly why we do what we do. We truly appreciate your support! -Tina-
“I never received my order. I emailed customer care asking where it was, I received a generic email saying the money was refunded without any reason why. The money has yet be refunded. No explanation or reply! (The items are not out of stock as I could reorder)”
Please accept my sincerest apologies for the lack of communication and the frustration this has caused. This is certainly not the level of service we strive to provide.
I have looked into your order immediately. It appears that while a refund was initiated on our end, the 'generic' notification you received didn't provide the context you deserved. Sometimes orders are flagged by our system for verification or logistics errors even when stock is available, and I am investigating why this happened in your case.
Regarding your refund: Please note that while we process refunds instantly, banks can take 5 -7 business days to show the balance in your account.
To make this right: If you would like to place an order and send us your order number so we can include [a discount code / a free gift] for the trouble. Alternatively, if you'd prefer to wait for the refund to clear, I will monitor it daily to ensure it is finalized.
Thank you for your patience. -Tina-
“Fantastiskt service. Vi beställde tre tandborstar och det var fel på den ena, den laddade inte som den ska. Så vi tog kontakt med ” spotlight oral care” och de var väldigt snabba med att svara och skickade en ny tandborste.
Super nöjd! Önskar er all lycka till i framtiden!”
Thank you so much for the 5-star review! We are thrilled to hear that you are super happy with your experience. While we aim for every toothbrush to arrive in perfect condition, we pride ourselves on moving quickly to make things right if they don't. We hope you and your family enjoy your new toothbrushes! Best wishes to you as well! -Tina-
“It's a great company with great products. Not sure there is any toothpaste or powder on the planet that will turn your teeth white but happy to give Spotlight Oral Care a go. It was reasonably priced. I would recommend this company to buy from. The delivery service is excellent and they always have good offers on.”
Thanks so much for your honest feedback Elaine! We really appreciate the recommendation and are delighted you’re happy with the value, delivery, and offers. We hope you enjoy giving Spotlight Oral Care a try! ~Breanna
“This is a replacement for a sonic toothbrush from another manufacturer which sadly lasted less than two years. Fingers crossed for this one. It seems to perform as well as my old one, even though the head is a little smaller. A longer warranty would have been nice but hopefully I will have no need for that. I had no sonic toothbrush for the best part of a month and certainly missed it. I expect to also try some of the supplies Spotlight provide.”
Thanks for your thoughtful review Andrew! We’re glad to hear it’s performing well so far and hope it proves to be a long-lasting upgrade for you. We hope you enjoy trying out the Spotlight supplies too. ~Breanna
