Procter & Gamble SA
1 month to resolve complaint about nappies

I purchased two packs of Pampers Sleep & Play nappies in December 2012. I found the first pack to be defective (leaking through baby's clothes despite frequent nappy changes) and contacted the Procter & Gamble Customer Care on 9 January 2013. I was asked to provide various details about the nappies, which I did, and Procter & Gamble organised a courier to collect the pack from me on or around 15 January. There was no response until today.
I began using the second pack, and experienced the same problem. Again, I contacted Procter & Gamble, and again they asked to collect the defective pack of nappies, which they did about two weeks ago. With both complaints, my contact was Philile Mthembu via email. Today I received a call from Thembisa who apparently did not have a record of my second complaint, and did not have any feedback about my first complaint other than to say the nappies had been sent for testing. Only now? Having been collected in mid-January, the nappies should have been tested by now. She has no information, and asked me to find the waybill number and the reference number. What kind of records does P&G keep if I have to search for that infomation? Very dissatisfied.

Company: Procter & Gamble SA
Country: South Africa
City: Customer Relations

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