ComplaintsforKimberly-Clark Corporation
Health and Wellness
HeadquartersMulti Location Business
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Complaint Details
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Initial Complaint
02/23/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On Saturday, Feb 4, I sent the following email regarding a bag of Kimberly-Clark Professional N95 Pouch Respirator (53358) which I had received with a quality issue but did not receive a response: Hello, I received a bag of Kimberly-Clark Professional N95 Pouch Respirator ******* which has a defect where the seal was adhered to the masks off-centered resulting in the mask not sealing properly on one side. I have attached the required form and a picture of the defect to this email.Customer response
02/27/2023
On February 5, I sent the following email to KCPInfo@kcc.com regarding the item Kimberly-Clark Professional N95 Pouch Respirator (53358) but did not receive a response:
Hello,
I frequently order bags of Kimberly-Clark Professional N95 Pouch Respirator (53358); and recently noticed a second seal design being used for some of the bags. I have attached pictures of the original design (Attachment 1) and the new design I am beginning to notice (Attachment 2). I wanted to provide feedback on the new design being used for some bags since I have begun to notice a lower quality level on the masks with the newly designed seal. For masks with the newer seal, I have noticed the seal is more rigid and more difficult to remain in the proper shape to provide a secure fit without consistently refitting the mask which makes it necessary to replace the mask more often when the seal is too worn out. I have also noticed it is less comfortable to wear the mask with the newer seal since it places more pressure on one area of my nose since the seal is not as large and needs to be refitted more often. Would it be possible for this feedback to be taken into consideration?
Thank you!
Initial Complaint
11/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On November 4, 2022 I had to have a plumber come out to unclog my toilet. It took her 2 1/2 hours to clear the stoppage. For the first time ever I used cottonelle bath toilet paper. I never had any issues previously. My home is only 2 years old, new construction. I have sewer systems. After using this brand, my toilet became clogged. When the plumber finally cleared the stoppage, I asked her what caused the clog. She replied it was toilet paper. She had to take the toilet bowl off and use heavy equipment to clear the stoppage. When I showed her it was Cottonelle, she said never use that. It doesn't dissolve. I have had issues with that brand before. It cost me $340 to sole this issue. I am a senior citizen on a fixed income. This is a burden for me. I feel Kimberly-Clark should be held accountable for making a product that causes these issues.Business response
02/23/2023
Business Response /* (1000, 7, 2022/12/01) */ We can understand what a frustrating experience this must've been, ******. Our toilet paper has been extensively tested to start breaking down after flushing, so this isn't something we'd expect and we'd like to try to help. When you have a moment, please share some additional details about what happened with our team at 1-877-642-6886 (Monday-Friday, 8:00am - 5:00pm CST) or contact us here: https://www.cottonelle.com/contact-us. We look forward to hearing from you. Thanks!Initial Complaint
11/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We had to buy Huggies after running out of our usual pampers brand diapers. First time using it. My daughter developed a very bad rash. A rash like she has never had before. Her skin peeled, sores developed and spread. Very red. Doctor believes the diaper caused it. Whatever they are using in their diaper is clearly not hypoallergenic. 14 months of my daughter's life and using pamper's brand and never seen anything like this. Her skin was literally peeling off, and to top it off she was in a lot of pain. It's like she was burned. She didn't want anyone to touch her there, and she would shake and cry in pain if you did. It was a very scary thing to see. Started using the Huggies brand Oct 24th 2022. Within a few days my daughter had pain down there then days later a rash and fever. We switched back to pampers brand and it seems like my daughter's rash now has a fighting chance of disappearing rather than getting worse.Business response
01/31/2023
Business Response /* (1000, 5, 2022/11/14) */ Hi ****** - We're very disappointed to hear this as your daughter's health and well-being is our top priority. We never want to hear she experienced any discomfort and hope she is feeling better now. Please know that our ingredients and products are rigorously tested by professionals to ensure they're safe for delicate skin. Also, you can rest assured that our Huggies(r) Diapers cannot cause burns because they are made of materials that do not create any type of reaction. We also want to confirm that our diapers are hypoallergenic. Irritation can happen for many reasons, so we'd like to find out more about what happened. Please reach out to us at 1-877-648-2484 (weekdays, 8 a.m. to 5 p.m. CST) when you have a chance so we can help further and follow up on the request you made for a refund. Thank you.Initial Complaint
11/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Packages of Cottonelle that could not be unrolled. Some kind of defect in the toilet paper. Talk to customer service agent by the name of Jesus who was very condescending and rude and told me it was my problem that I could not unleash the toilet paper numerous people in my apartment building attempted to look at this issue and we all came up with the same thing there's a problem with the toilet paper it cannot be unrolled. I am a doctor I work very hard I take care of my daughter who's in college with one package and the rest was for my family and I am very appalled at the customer service of this Corporation. I was fighting with the CVS Pharmacy over the return of the toilet paper for several weeks before I decided to phone the number on the package only to be met with unhelpful sarcastic haughty customer service agents who seem to know better than me. I got disconnected several times and each time I called back the next person said that I had called prior and they couldn't help me?? Just absurd customer service. My toilet paper cost $26.99 per package I paid good money for good toilet paper and this should not have happened. I am not wrong the toilet paper absolutely could not be started there was no springboard there was no Leaf there was nothing to start the unwind. Because of Coronavirus and laws on personal products the CVS Pharmacy would not exchange the toilet paper. This customer service agent by the name of Jesus laughed when I told him I'd be calling the company I can't believe that this company would have somebody like that working for them. Very unprofessional. Please help me get my toilet paper replaced. Thank youBusiness response
02/06/2023
Business Response /* (1000, 5, 2022/11/10) */ Our response is below and the consumer file related to this complaint is attached. We have a long history of complaints from this individual, who has contacted our consumer service department on multiple lines. In review of all contacts, we found her tone has consistently been aggressive and abusive towards our representatives, including using racist language in her conversation with Jesus. The consumer has never submitted proof of purchase for the product she has an issue with, and becomes agitated when asked for it. She always ends conversations abruptly. She has used different aliases and spelling of her last name on various contacts. It is our belief that this individual is attempting to commit fraud. Thanks, Lorian M**** FC Consumer Engagement Manager Kimberly-Clark : 920.216.9748 Chat with me on Teams Consumer Response /* (3000, 7, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is quite the mess. I have not contacted the company before I have had my name for 65 years I have lived in my apartment for several. I have moved back from Hawaii my cell phone is my own that I applied for recently my number belongs to myself and I have not had a problem with any product while living in Hawaii. From the moment I called the representative said my number belong to someone else and continued to harass me for some reason. I have no idea what's going on here but I would like it resolved. Thank you Business Response /* (4000, 9, 2022/11/14) */ Unfortunately, there is nothing further we can assist the consumer with if she refuses to answer questions about the product/issue, or provide proof of purchase. If she's willing to cooperate and speak kindly with our call center representatives, we're more than happy to work with her for a resolution. Thanks!Initial Complaint
10/18/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a case of product that was defective. I ordered it through Amazon and since I bought a bulk case I was shipped commercial grade toilet paper, despite being a individual home user. I contacted the company about the issue of fraying rolls and mailed in product samples for evaluation as requested. Customer service offered a replacement case , but never followed through and shipped it. When re-contacted about the issue they do not respond or return calls or emails. Poor customer service, no follow-through. (Commercial Quality Case XXXXXXXX)Business response
01/18/2023
Business Response /* (1000, 7, 2022/11/09) */ Hello - our KC Professional team worked directly with this consumer on the issue she had with our KCP Scott Essentials for Business toilet paper. The replacement product was shipped a few weeks ago. According to the consumer, she received it on November 2, 2022. Thanks! Consumer Response /* (2000, 9, 2022/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, my issue has now been resolved. Only when I let them know that I contacted BBB did they react after many months.Initial Complaint
12/21/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I submitted a claim for the recall on the Cottonelle wipes last spring. I never received the refund until today and the card expired *** 2021! Either this piece of mail was lost and finally found, or my claim was overlooked until now. I have the card in my possession now but cannot use it.Business response
02/15/2022
Business Response /* (1000, 5, 2022/01/05) */ Hi **** - The card you are referencing was issued on 11/13/2020, so it's likely it was lost in the mail. We apologize for this inconvenience and have reissued a new card in the original amount that you should receive in the next two weeks. It will have a new expiration date that is at least six months from the date of issue. One of our consumer care team members will also reach out to you directly should you have any additional questions or concerns. Thank you! Consumer Response /* (2000, 7, 2022/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Have not received the new card as of 01/13/2022.
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Customer Complaints Summary
18 total complaints in the last 3 years.
5 complaints closed in the last 12 months.