PomaBrush 

I purchased a Poma brush in February of 2021 and sadly the charging case was no longer charging the brush going into October 2021. I provided an email with video attached as this is what their support team requested. They replied saying that a new order will be shipped, and after numerous emails following up, I have now been waiting 7 months for a new Poma brush. In the multiple emails, all I got was “we are sorry for the shipping delays, your brush will be shipped out mid-month,” however I never received a tracking email nor update from their support team. All they offered was 10% off a future order. I was not expecting this poor of service given their promised two year warranty as well. For any potential buyers, save yourself the hassle and go with a worldwide trusted brand.

Please just avoid this company, my experience is the same as everyone else's, save yourself the time and money and shop somewhere else,

Horrible experience! I ordered a PomaBrush 6 months ago and still haven't received my items. Whenever I contact customer service at PomaBrush they give me lame excuses and say my order is just about to be shipped. 6 months later I have received nothing!! Would not recommend.

I have been trying to buy additional brushes for my PomaBrush for two days. The website won't process my credit card(s), I have contacted my card providers who both say that the company hasn't even applied for authorisation.
I emailed the support team, they acknowledged my email with a communication that says that they will be in touch within 24 hours. Needless to say there has been no contact.
I tried to register with their payment service, Coinbase who really want to trade in cryptocurrency (PayPal anybody?). The registration process is tortuous with several screens proclaiming that "we need this information by law". In the end I gave up.
Good product but the aftercare is rubbish. Back to Bosch for me.

Thank you for your reply. I’m involved in financial services and am unaware of challenges related to the political situation. Yours is the only site that I have experienced difficulties with.

From a customer perspective you could not have picked a worse partner than Coinbase. There are a plethora of payment solutions to choose from and theirs is by far the worst one I have experienced.

One final point, your reply does not address the total lack of customer support offered by your business.

JOKE OF A COMPANY!

Like many others I made the terrible mistake of not reading all the reviews when making a purchase.

It has been almost 6 months since I purchased my brush with additional heads and clip. Not only did it take over 3 months to receive my order, but none of my additional brush heads or clip arrived.
This is disgusting in itself, as I was not notified and had to follow up myself - did they think I wouldn’t notice?
Not to mention that the brush I have received is faulty. Like many others, it does not charge!

Since then, for the last three months I have been liaising back and forth with Bot Martha and getting the same excuses as everyone. My replied emails are even the same as some of the replies to the bad reviews - enough is enough!

My emails demanding a refund have even gone in responded to until yesterday - where I was again given “global events” excuses and offered a 20% discount on my next purchase.
Sorry PomaBrush, not good enough! In what world do you ever think I will be buying from your company again!

I made a mistake and didn't check Trustpilot before I made an order.

I purchased a PomaBrush Set back in November as a Christmas present for my wife. I messaged the company for an update in mid-December because by that point there was no info about shipment. A day later, they replied that they were packing it, but wouldn't arrive by Christmas.

A week later, I sent them another message. They replied they will dispatch towards the end of December. Later they sent me the tracking info.

Two weeks later, I sent them another message that I no longer need the product because Christmas was almost a month ago and I had bought a different present already. They replied if I won't accept the parcel they would refund me in 30 days.

As of today, it's over 2 months I cancelled the parcel. I should have received the refund a month ago.

That didn't happen, and I don't believe it will happen based on others' experiences. Pomabrush is pretending they are nice, but there are no actions. If you're thinking to buy anything from Pomabrush, please do not. It will save you some money.

A total SCAM, basically money sent down the drain. They seem to have a customer service that seems nice, but the product is nowhere to be seen, it's been 5 months already since my purchase. Do not be fooled.

Terrible Experience. Cancelled my order and was promised a refund. Haven’t heard from them since. My money was pretty much stolen. If you have just bought and haven’t received your item or refund, I suggest you ask for a charge back from your bank. It’s the only way to get your money back. Please think twice before buying.

I am very sad having to leave this negative review. I was full of hope when I first encountered this brand. I placed an order mid February for the brush and its clip accessory. I went and had a look to the reviews on TrustPilot afterwards and from there I could only hope that the bad experience wouldn’t happen to me. It unfortunately did with false shipping estimates from an unreliable customer service, and after a while I asked for a cancellation + refund and I am now being told that the order has been canceled but that reimbursement will take place 30 days after the shipment has been received to the warehouse.

First thing is the order hasn’t been cancelled, because I can still see it in Shop Pay (when using solutions such as Shop Pay, make sure you’re not lying to your customers), and secondly the goods never left the "warehouse" so why should I wait for it to arrive 😂.

A total disaster of a brand, please don’t order from them. I wish I didn’t have to write this comment but I just can be treated like so by such a dishonest company.

By looking at the reviews, and the responses PomaBrush is for sure on its ass. Probably trying to extend their life to get a last paycheck. Pretty sure they are done for - one customer support employee, zero to none response. I’ve been waiting for months and months, they refer to the support mailadres just to shut you up for another week and to make readers feel like they are doing “something”. They are not, I’m already waiting on my return of funds as they are never going to ship and use the stain argument of “COVID” for their lack of product/service. Nice try.

Update: See reaction below - scheme. As expected.

This company seemed to start as a legitimate company but is now a SCAM - DO NOT BUY!!! My experience is the same as many of the negative reviews where Martha the bot (now the PomaTeam) replies saying the problem is shipping or courier problems because of the pandemic. No other company has had shipping problems for almost a year.

When I first checked them out summer '21 their TrustPilot rating was 4.7 but is now close to 3 and they only respond to positive reviews.

Their new pyramid scheme seems to be they will provide a brush to a few new buyers to get a good review but if you have a problem with your order, a defective model, or want a refund you just get excuse after excuse with no resolution. It took over four months to get my brush, even though they said it would be sent in two weeks, and when it arrived the case was defective and won't charge. I contacted them immediately and had to fill out a form and send photos and a video.

They said a replacement would be shipped at the end of the month (Oct '21) then Nov, then Dec - it is now almost April and it still hasn't been shipped. In the last email when I asked when it would be shipped they wouldn't even tell me a new date but said because of the shipping delays they would give me 20% off my next order! No thanks - I don't want to waste any more money.

Waited 6months for my order to be shipped, getting replies saying I’ll get the tracking details once it’s shipped. I cancelled my order tired of waiting for it to be shipped in december 2031z
I an now constantly requesting an update for my refund for an unshipped order that I’ve been chasing for the last 3 months. No satisfactory response received and no sign of refund processed. This is utterly unprofessional and unsatisfactory customer care

I keep being told it will come

that’s for 6 months now

I ordered a Poma brush with extra heads last year

The brush arrived without the heads

Despite several promises I have never received the extra heads that I paid for

Very poor service; been waiting for ages to get my brush . Order was not fully sent and now I’ve been waiting for delivery of the brushheads for 6 months. Have contacted PomaBrush 10 times about this: with the same reply….. due to tranport problems blahblahblah.

THIS IS A SCAM. NEVER RECEIVED PRODUCT OR REFUND. I ordered November 2021. By January, I hadn’t received the product and I emailed them. It took multiple emails for them to say they would refund me. They said it would take 30 days. After 30 days I hadn’t received the refund. I emailed them and they said they would get back to me shortly. It’s now been three months since initially emailed them for a refund and still haven’t gotten my money back. All the reviews on their website have to be fake.

HORRIBLE CUSTOMER SERVICE. THIS COMPANY IS FRAUD. No response after ordering after more than 10 attempts.

Still waiting on my spare heads pack which I ordered in September! Have followed up numerous times as have been charged and either dont get a response or recieve something generic, extremely dissapointed in the service!

I never got anything and it's been 4 months now. Martha says the products haven't even left the warehouse yet... DO NOT BUY THERE!

Please don't buy from Pomabrush.

I made the mistake of purchasing a bundle deal of an electric toothbrush and extra heads on 24th August 2021 for £116. Despite that sale price, £130 was deducted from my credit card. I am not sure why it was more than the receipt amount. At the time, I think I assumed currency conversion rates changing. But that shouldn't be my issue.

When purchased, the product had an estimated shipping date of end of August 2021. An incorrect product (wrong colour) and missing items from the bundle (no brush clip or nylon brush head) arrived in December 2021 with zero communication (no update on dispatch, no update on product changes etc).

I contacted Pomabrush customer services to complain. They said that due to delays to the product I purchased, they decided to send me a different version. This was not discussed or agreed before the item was dispatched or arrived and therefore no option to cancel.

I agreed with Pomabrush customer services that I could return the incorrect item for a full refund and (as it was their fault) reimburse me for return postage. As requested by the customer services, I sent the unopened items back to the returns address listed on their site on the 29th December 2021 via Royal Mail International Tracked and Signed. It cost £25 to return as their returns address is in Hong Kong.

The package was refused by address and returned to sender on 10th January 2022. This has not arrived at the return to sender address almost 2 months later.

Pomabrush customer services have now stopped responding to my emails.

The customer services team will use delay tactics and push back any progress in the complaint with the assumption you will get bored and give up.

Thankfully I paid with credit card and my bank has had to step in to help me. I believe they will be following up with Pomabrush due to their poor practices. Royal Mail have also asked for details to help with their investigations into them due to the package going missing once it was refused by Pomabrush.

Combine that with:
- the overcharge
- delayed shipping
- delivering 'exchanged' items without warning
- missing items from the order
- refusing returned items
- unpaid refunds
- changing their returns address without notice
- a perpetual cycle of 'flash' sales on their website
- suspiciously similar positive reviews on TrustPilot

They seem to have all managed to have provided all the major red flags of a dodgy company.

Just wish I knew this before ordering.

I would avoid if I was you.

My advice to anyone sharing my experience should contact your bank and use Section 75 of the Consumer Credit Act to try and get your money back (this is what I did). The more this happens, the more pressure the banks can place on Pomabrush to stop ripping people off.

UPDATE: Ignore Pomabrush's response to this note. They have said via email that they can't help me now that I have disputed their payment with my bank. Our correspondence has now ended.