PomaBrush 

On April 28, 2022, you wrote this answer to my review

Hi Kenn, per checking, we were able to see that your order has already been shipped per your refund request. I am sorry to let you know that we are unable to cancel any shipped order, nevertheless, I am happy to know that your order is on its way to you :)

So why didn't I receive the tracking number yet???
You see you are clearly lying
And if you say anything else now then prove it

Brush was great when it worked. Which was for a couple of month.
Approached customer service for a replacement - 3 months later. No replacement.
I asked for a refund. Wait 30 days they said.
Still no replacement.
Asked again… and they said something about the current geo-political situation.

Avoid
Avoid
Avoid

DO NOT BUY. Worked for about two months and then stopped. Five months later, I still have not been sent a replacement due to “supply logistics”. Can I get a refund instead? No. They have said my replacement will be sent out when “the current geopolitical situation changes”. So it seems I need to wait another year or so for a war to end and/or Brexit issues to be ironed out, before I will be able to do my teeth again with this brush. Farcical.

I ordered a brush in December. At the end of January, I still hadn't received any shipping email.
Customer support told me (after a much longer response time than they advertise) I would receive my brush mid- February.
After I hadn't gotten it well into March, I demanded a refund after a few interactions with the support person, where empty promises were made and not kept.
They said refunds would be made within 30 days, but now it's May and I still haven't gotten my money back.

So this leaves just one conclusion: They are running a scam.

This is a total scam, don't fall for it.

One of the reasons I bought a Pomabrush was that they offered repairs and a 2 year warranty.

However, my brush also stopped working after only a few months. When I contacted them about a repair, they told me they'd send a replacement.

It's been over 6 months since then. Every email I send gets the same response: that they're having logistics issues and can't provide a date.

I just hope that more people don't lose money to this awful company.

Although the product is rather nice, support afterwards is rubbish. My charging box is not working, luckily the initial box was delivered completely charged, so it lastet for a few months, but charging the box was not possible. I contacted support and had to provide video etc after which they promised to replace the defective unit. However, since then they use lame excuses for over 6 months and do not deliver the replacement thus I consider this company as a scam if you can't use warranty.

I made a purchase in March so right now I didn't receive the tracking number to know where is my package. what the worst service. what a lack of professional service.

I was of one the suckers that bought into this when it was a Kickstarter. First, my product stopped working after six months and they replaced it... then, this past March, I ordered replacement heads ($86 worth) and not only did it not show up but I have sent multiple emails to this company over the past few weeks and get no answer. This feels like a scam... now I have to call my credit card company to get my money back. Avoid them!

***Update- after finally getting in touch with them, I immediately demanded it be canceled. I received a confirmation email back saying it was canceled. Still no refund. AVOID!

**** over 30 days later and still no refund!
**** Another update- they closed out my ticket with not even answered me.

Ordered replacement heads, 75 days and still nothing, countless messages sent to support left unanswered, only answer I got said I'd be refunded 30 days after the package arrive at either destination, but it's just lost. So no refund. The customer service is ZERO.

This is a SCAM. They have had over $500 of my money for over NINE MONTHS. They made endless promises of stock arriving and shipping dates and so we were patient, knowing they were experiencing challenges through Covid. 3 months ago we had just had enough of the empty promises and flat out lies and requested a refund - they said it would take 30 days. 90 days and counting - and all they do is thank us for our patience. What an absolute joke, they are thieves. Don’t waste your money!

Excellent service with efficient customer service. Products are great with a perfect design.

Never take a chance on pomabrush. Mine worked for 9 months and After weeks of emailing and messaging them on insta they told me to email them. The emails all bounce back..so I send a video via insta and they agree they should replace the brush as it has stopped working. This was in October 2021. Since then they have told me they are “waiting parts” in order to send me a new brush!!! They just don’t want to do it. They are ignoring my insta messages now. You have been warned - they are not trustworthy. They will probably reply to this review telling me they are sorry to hear this and I should email them! To an address that bounces back! Their customer service person is Martha, this has been going on for months. Pathetic.

UPDATE - as predicted, they asked me to hang on while they are awaiting parts...how can this be true for this long? This has been 5 months and I am not asking for a repair. They need to send me a replacement brush...this is a completed product. For me to believe this, I would need to believe that they have not had any products to send out since November! How would they still be in business? Why are they still selling the brushes? How can they even take orders? DONT TRUST THEM. There are plenty of people online with the same problem as me. they just apologise and tell customers to keep waiting....instead of refunding them.....

My toothbrush stopped working in under 3 months. I've been trying to get a replacement for 6 months. They have the worst customer service I've ever experienced. They never respond to emails and you can't call them. They still haven't sent me a replacement brush. The worst company I've ever dealt with

I ordered replace heads for our two devices.. 4 months on and still waiting. Same lame excuses as everyone else and the mystery Martha seems to have disappeared!.. Terrible service !!! having read the other reviews and seems like there will be zero chance of a refund!!!!

So I did receive my toothbrush after months of waiting. Now several months later it has broken, and the bloody thing doesn't charge up. The case works as the lights flash but this is not transmitting to charge up the toothbrush. So not only did I have to wait a ridiculous amount of time for this thing, but it's basically crap.

I have tried to reach out to Poma Brush support on their website via their live chat system which apparently will respond to you within minutes, but I have not had anything back for days. So I am sorry, but I am on the offensive now and will just spread around on the internet to everyone to avoid this company. What a bloody waste of £120.

Update: Following the response below I will attempt to contact customer support again, despite already having done this as mentioned in the message above. Why does this company respond quicker to Trust Pilot reviews than actual messages through their website?!

I ordered one of these brushes when the company was a start up. Received the brush, didn't work at all, was eventually sent a replacement after some considerable time, this worked for a short period of time then stopped working. Contacted support, & after many many emails arranged with them for a refund, this was November 2021, am still waiting for my refund, despite contacting them at least 10 times since. All I get is an email back saying its being arranged, sorry for the delay, but even on my recent emails sent, not getting a reply, customer service is shocking, avoid, avoid, avoid!!!!

Updated comment....have just received a reply on trust pilot from Poma brush. They have actually not even bothered reading what I have put about waiting for my refund & put some waffle about supply issues....blah, blah, blah!
So basically an automated response not looking at any individual case...believe me if I could give no stars I would. Shocking customer service, shocking company & no attempt to resolve the issue just waiting my time. Will keep trying to get the refund as I am owed the money and believe this company is being totally unprofessional

Update
Still haven't received any refund, so now been waiting 5 months from when they agreed to give me a refund!!!
Great company-please avoid at all costs

This is worst customer experience I have ever had in buying a product online!

I have now been waiting seven months for my Poma Brush, ordered in September 2021.

I would stay away from this company as it seems very much like a company that has gone under.. with false promises of shipping “next week” or “will be shipped soon but due to staff shortages with the pandemic there will be a small delay.” I have received countless auto messages-when I chase them but still waiting for the actual shipping confirmation 7 months on.

I do understand that the Pandemic has had great impact on production-but a wait of more than 3 months is starting to feel like a joke!

It is impossible to contact the company and get a straight or personalised answer, I keep on getting auto replies to all my questions ( on when it will be shipped, or questions on how to get a refund for a product I haven't received.)

All auto responses are similar to the one that will no doubt appear as a "reply" under this post.

All very disappointing- but now would just love to be refunded for the product I feel I will never get :(

This is the most ridiculous company I have ever seen in my life. Not only does it take forever for someone to reply to your email, or they just don’t. Your product is not shipped out until the warranty time is up. I ordered from them, going on 2 years now. I then had an issue with my brush. I emailed them with the video and it’s been over two months since that transaction took place, that they will replace my toothbrush. I also place an order for extra heads, which is taking over three months. They keep telling me it is backed up and orders are behind. At first, I understand things like this. But for 3 months damn near is inexcusable. Now I’ve had to buy another electric toothbrush to compensate for this one that I bought, two of them by the way. One for me and one for my lady. Now they are not replying to any of my emails or yet to send out my replacement. I would recommend you stay away from them until they have things in stock. Just my recommendation. But then again maybe if you’re a new customer you might get your product quicker. Since I’m an existing customer I don’t get the same luxury.

PS: I was contacted by the response team. Which told me to contact the support team, which I clearly complained about in my review. Which tells you, I am not getting a response. But they tell me to contact them to track my order.

How bout somebody contact Martha (PomaBrush) and tell her I need my replacement brush.

This company is a complete scam. It has been almost two years, and I still have not been unable to a refund or the product after backing their project on Indiegogo. To get a refund, they ask you for detailed bank information, which is extremely shady. I was not comfortable giving them information, and continue to ask them to send me the toothbrush, but they continue to claim “global issues” and delays. They still show that they shipped the item on BackerKit, and have not corrected it. I have lost faith that I will ever receive this toothbrush. $130 down the drain.

UPDATE: PomaBrush replied below claiming that my refund is in progress. This is a complete lie, and they have not refunded my money. Do not believe them.

DO. NOT. ORDER. FROM. THEM
It's been 4 months, still nothing, no answers, it's a good old scam ( and don't serve me the ongoing global events in the answers poma, it's 2022 all company are working normally )