[moderator note - you’re at the end of a thread of a previous Quip event which was updated by @snapster with information to previous buyers. The discussion thread for the current event on December 14th is here]
For those that are interested in following along, we haven’t stopped working on this event. Our priority has been to determine the best outcome for our customers. I tried for over a week to be able to ship the product you ordered, or find another resolution that would help you, starting with this email to Quip:
While waiting for their response, I also checked in with the NYPD and tried to confirm details about the physical theft that was alleged. Without getting too far into legalities, specifics matter when a good faith purchaser of goods (us and you) are challenged. The detective on the case acknowledged my basis for asking and agreed to call me back with more information from Quip. I never heard back. We started growing concerned about some actual facts of the claim.
Not wanting to drag things out without explaination to you, we decided to issue refunds as a first step. Before we sent everyone the email with order cancellation, I worked with Quip to make sure we agreed on how to explain the situation. I hoped to have their collaboration in an eventual solution to you. They responded with a change request saying they were not not actually sure if a Quip employee was involved, and in fact made a shocking statement that they actually had no idea how the inventory was acquired at all.
This past Monday, we filed with the courts demanding to know more about the alleged theft:
As you know by our actions, we respected the claims made by Quip at face value. We are frustrated at how Quip is handling this. We thought they’d be aligned with us that figuring out a solution for 2,000+ potential customers would be best for all. That may eventually be the case, but we’re no longer taking a passive position to wait and see. We’re going to continue to pursue this and will keep you updated.
@snapster thank you for the update. If you need us to assemble a squad of meh users to hit a heist on quips warehouses to even the score let us know. I just want to be the one that seduces the female security guard at the gate to let the other members of the team in.
@OnionSoup came for the comments. Did not disappoint.
Actually, I think we’re scheduled to be the plumbers fixing the leak on the 54th floor, carrying the contortionist in our plumbing case. They hired that Magic Mike guy as the honey trap
I’ve been working on this for 3 full days. This is just the start of our solution — we didn’t want to complicate the email but there’s more playing out and we needed to not hold anyone’s money while we see things through.
This Quip order was my very first experience purchasing from Meh… as you can imagine I was disappointed to learn that my loved ones will not be receiving these under our Christmas tree this year. However, I am very impressed with your communication and transparency on this issue, thank you for your customer service. You made a crummy situation slighty less crummy.
That is some kick ass customer service right there Mr. Rutledge. I am on your site mostly for the daily laugh, however I did want to impress my family with that shiny metal toothbrush in their stockings. Anyway, this is hands down above and beyond awesome service and transparency to your people and I shall forever remain loyal, toothbrushes or no toothbrushes.
@smoused At this point, I think it’s less about customer service and more about proving a point. Seems like the meh buyers secured a great deal and then Quip had seller’s remorse and pulled some BS to try to get their inventory back. Rutledge ain’t gonna let you pull that crap just because you got out businessed by a mediocre corporation.
I have one of these, and I can confirm it is, in fact, a toothbrush.
My main issues with it:
The handle is perfectly round, so occasionally I have to take it out of my mouth to make sure I’m not brushing with the corner of it or something.
The whole Quip company/brand has this vibe about it like they are trying too hard to make a toothbrush more than it is. Like some people sat down in a conference room and said “how can we turn toothbrushes into…” pause, touch fingertips together… “an experience?”
Otherwise it’s pretty much the same as the Colgate vibrating toothbrushes I replaced with it.
I think of my teeth as 6 “sections” (front, behind, top). So
I restart its 4x30 second cycle so I can get six brushing periods. If that makes any sense.
When I received the original email from Meh explaining the Quip situation, my first thought was that an exec at Quip suddenly got cold feet, probably in response to a complaint from an existing large customer. Regardless, a company that will lie in one area of their business will do the same in others. Quip would be well advised to straightforwardly explain what happened, deal with the fallout (both externally and internally), and move on.
I can’t wait for the movie version of Toothbrush Gate to be released.
A group of plucky Meh employees led by Irk break into a quip warehouse and steal a bunch of toothbrushes. There is a car chase as elite toothbrush security guard division, the retainers, chase Irk and his gang through the streets of Southern California… Ending with a car crash and the pursuing car bursting into minty fresh flames.
Irk and gang think they get away with it only to find out that the president of Quip is the current scapegoat for Meh and checks meh every morning.
Meh HQ are surrounded and after a long shootout in which everyone except characters played by high paid Hollywood actors die. Irk reluctantly surrenders his bounty of toothbrushes.
I would pick Irk to be played by Danny DeVito in the movie.
If Quip is this shoddily run, I’m not putting their product in my mouth ever. They could have easily used this as a marketing opportunity… “Brush with Quip like you STOLE it…” instead they are being defensive and aloof. It’s clear someone screwed up and they are attempting to cover their ass, rather than make lemonade.
@therealjrn@vfrdirk oh god. I’m not that strong willed. I’ll drink that ass lemonade with a can, I’d drink that ass lemonade with a ham. I’d drink THAT ass lemonade without punch, that ass lemonade I’d drink before lunch.
I really need to brush my teeth now, not for anxiety, just for sanitary needs.
I own a Sonicare Diamondclean and I ordered the cheaper blue plastic Quip just to have as a second toothbrush for travel, etc. It’s fine, but just fine. They position themselves as competitors to the more expensive brushes, but in my experience, the Sonicare is much more effective, to the point where my hygienist is mad that I don’t floss because the brush works well enough that I can get by without it. Being lazy (see: flossing habits), I also appreciate that I don’t need to do up-down motions to brush with the Sonicare, which Quip recommends in their manual.
I also find their “recommend a dentist for us to partner with so we can hound them with phone calls and fliers” form of marketing pretty skeezy.
So… good for a travel brush, and it beats the crappy mechanical ones you can buy at CVS that feel like they’re destroying your gums. I recommend a well-reviewed Oral B or Panisonic or whatever (Sonimart?) as a main toothbrush, however. And don’t support Quip’s business practices. Just buy a bunch of them on Meh and use the spares for replacement heads!
OMG this could totally be the foundation of one of next year’s dozens of new Hallmark Christmas movies.
This event leads the buyer to file. Buyer falls in love with the complaint-filing clerk, Sherri Adelstein. Buyer is struggling with his Jewish faith, which causes conflict betwixt himself and Sherri’s family. Through some sort of Hanukkah miracle, he finds his way back and is able to return his love, Sherri, to his arms. He puts an engagement in a dreidel and proposes a game of spin the dreidel. She finds the ring and that the game wasn’t all he was proposing. FIN
I would order some of these, Meh. I really would. Except you’d probably eventually realize you screwed something up and then cancel my order (just like the last time). You’d call it an honest mistake of course (just like last time), but we both know that your “error” would be nothing more than an empty, soul-dead attempt at taking out your frustration regarding your own flaccid inadequacies on me, in the futile hope of gaining a modicum of self respect (just like the last time). It won’t work, Meh. I won’t be party to it. You can thank me later. After the counseling. And the drinking (just like the last time).
Wow, you guys are awesome! Thanks for working hard to resolve this. I grumble every time I see the Quip commercial because I really, really wanted this toothbrush. And my poor husband has a lowly Oral B electric toothbrush wrapped under the tree now as a replacement gift…that’s the ultimate meh.
@jamieferrell if you’re wanting your husband’s teeth to be clean, you’re better off sticking with that Oral-B toothbrush. Despite 20 years of marketing to the contrary, every study on electric toothbrushes has shown that the best cleaning comes from good-old-fashioned “mechanical” cleaning which the Oral-B is the best at (because of the weird rotating motion it uses).
I purchased 2 and received a refund and I was sort of bummed at the time but this whole thing has sort of made me wonder about Quip and about whether I really want to put faith in their product, given their attitude regarding this whole matter. Waiting to hear more. Thanks for being so proactive!!!
Even though the deal seemed too good to be true—such a great price for a hot, new item which is widely advertised but not widely distributed, not even through Amazon—I ordered six for stocking stuffers.
And now it turns out they might have been REALLY hot.
@richrauch ugh. So your situation was my basically my worst case extremely-pained-customer scenario for empathy alignment. Not that everyone needs to claim gifting-frustration to have our full resolution but I am inspired to make this right at that level.
On the bright side, at least they weren’t teddy bears for orphans.
@richrauch@snapster similar here. Bought one for myself and then realized stocking stuffers for my kids hoping to help with braces and going into braces (two in and one about to start). But definitely know that meh always does the right thing (even if they don’t want to admit it).
@brdubb@richrauch@snapster Me too! My wife said that copper colored toothbrush was the only thing she wanted in her stocking this Christmas… Well, not exactly, but she did request it, and I gladly obliged. Such a sad state of affairs . See…
@therealjrn I don’t remember what I paid for it here, but it was about the peak of stocking stuffer territory. For that price I would have to wrap it, and I’m pretty sure my wife would think that’s a wee but much for a toothbrush. She is relatively pragmatic for a woma… er, Cancer.
I figured it was something like this and even posted it a bit above. Matt I love the way you are handling this and your business ethics are the main reason I have been a firm believer since Woot. It makes me less sure about dealing with Quip even outside of Meh, (and remember it is a subscription based business); since they don’t even agree on their own story. They should remember a dissatisfied customer on average tells 10 people!
@canuk@dj_m I don’t wanna brush with a douche. That seems like something the ADA would frown upon. I mean I floss like 50% of the time and my dentist is like “you should really floss three times a day” like they own stock in floss.
I bought the slate model for $40 a week ago, how dare you give me buyers remorse. Does meh offer price match?
As a side note for the curious: I really like mine, my mouth feels cleaner than with my normal brush and the timer really makes me brush longer than normal which is for the best. The case is a nice bonus and $5/3mo for refills on the brush head and battery is cheaper than if I replaced my normal brush at regular intervals like I’m supposed to anyway.
@Flurbb- Flurbb, you need to ask the place where you bought your TB; they are the one’s who could give you a ‘price match’ price. A good stratagy is to infer that if they won’t you may just return it & get All your dam cash back!¡
My order was cancelled randomly today. Did this happen to anybody else?
EDIT: Looks like the toothbrushes were stolen from a distribution center. Email from Meh:
Last Thursday, during our Quip toothbrush event, Quip contacted us and asked us to shut down the sale. They had concerns that the inventory had been stolen from a Quip distribution center. We immediately shut the sale down. Since then, we’ve been working with them to determine more details and ideally work out a solution allowing us to fulfill our orders, but that’s looking less likely.
At this point, our best solution is to cancel the orders, refund your money, and continue working on a potential future solution. We’ll keep you up to date on any new details. We’re sorry for the hassle, but we’re not quite ready to give up on the quest for clean teeth.
There is no need for make up coupons. Shit happens, they sell them at Target or online, there is even some online codes to reduce replacement heads. I say those that complain she get a bag of candy corn and some figit spinners…
I’ve been using Quip for over two years. Like the most the others say, I generally really like it a lot.
It is just a basic vibrating brush, though, not anything fancy like some of the others can be. But that’s what Quip set out to do when started their company, and that’s what they’ve done quite well (IMO). I give this a solid recommendation.
There’s a flat button on the tapered/sloped end, where the body transitions to the brush, @Achromatter. Generally speaking, it’s a nicely designed piece, from a minimalistic industrial design point of view.
I’ve had the Violife, Philips Sonicare Black Diamond AND Quip. The Violife, as far as I’m concerned, is at the bottom of the pack. It barely cleans anything and they break easily.
The Sonicare is the best, but brushes are $30 for two at WalMart, and although it comes with a travel case, it’s not that portable because the case is big and smells after a while when you are traveling because the brushes never get dry.
Quip solves ALL these problems because it is compact and battery-operated so you can carry it with you all the time. The cover is vented, so the brushes dry adequately.
I use my Sonicare at home, and the QUIP when I am on the road. It isn’t the greatest toothbrush ever invented, and I doubt I would use it every day, but it gets the job done. For $14, it’s a good stocking stuffer or present for somebody you don’t like but have to buy a gift for (coworker, annoying cousin, etc.).
@comics360@frozenshades you can also dry the Sonicare quickly. After brushing, try turning it on for a split second to buzz the water on the head into the sink, and then wiping the handle with a hand towel. Mine stays dry this way, even when traveling.
Seems like a lot of effort to say “we were duped”
I have never know you guys to lie to us about anything,
well, maybe the amount of candy corn you have, but just cut ties with the quip people and move on. If anyone wants one, they can go to Target or the quip web site to buy one. Let’s get back to selling crap we don’t need or want.
@somf69 Disagree. It’s important to me that they were duped the manufacturer rather than some random scuzzball.
If it was clearly a scuzzball situation, I’d probably go buy my intended gift from Target. But now we see the manufacturer of a health product – one requiring a subscription, no less – acting shady. I’d rather not start a new, ongoing customer relationship with creeps, TYVM.
An appropriate amount of effort went into this post, as far as I care.
@somf69@whogots , We lucked out in that Spouse already had a Quip and loved it and has the subscription for the brush heads already. She ordered one for me from Meh and a 2nd one for someome else. We were bummed about the refund and “heist” but hey, they’re available elsewhere whenever we can be bothered, right? Well busy season, etc blah and we hadn’t ordered anything else yet and now today! Woooo! So I get one, meh gets supported for seeming the more honest and working for US, Quip gets slapped, and no new subscription on top! All but quip get a win. We probably get the W, but at least meh gets a w. And our appreciation.
I’ve used a Quip for about a year and I love it. It provides some extra brushing power without feeling like my teeth are being assaulted, although I sometimes wish that it were a little more powerful. The 30-second timers are also very useful and prevent me from spending 1.95 minutes on the bottom right part of my mouth. My dentist also approves, which is nice.
I’m surprised that meh hasn’t struct up a deal with quip to get the brushes out at a close to price to the orders that were made, or a voucher to be redeemed on quip’s site. I think quip is in the razor blades business and wants people paying $5 every 3 months for the refills endlessly seems like a great way to pick up some customers and get goodwill and PR at little to no cost for both companies.
I’m not a Quip customer - there or here, but how you are handling this matter speaks volumes about how you conduct business. The Quip people could learn a lot from your business model!
You guys rock!!!
@deathbynoodlez Hey there was someone here that for months yelled about no electric toothbrushes. I can’t remember who that was. Was sort of expecting them to be acknowledge in the write up as a blame for the sale of this product.
@phendrick I think the dentists are ‘allusive’ in the sense that they’re being alluded to in the statement.
I’ll freely admit that I googled to see if ‘allusive’ was actually a word and not just a typo for illusive or elusive, and I’m glad I did! It’s pretty interesting in that all the definitions and usage examples I can find suggest that it’s proper use is specifically to describe a statement containing an allusion. I.e., the sentence, “What it will learn there, among the allusive dentists is anyone’s guess.” is itself allusive, because it alludes to the members of the ADA, but the usage of allusive in that sentence would seem to be grammatically incorrect.
I wonder if there are other examples of adjectives that are only designed to interact with specific types of nouns?
(I don’t have direct experience with either the Violife of this brush, but based on what I’m reading here and elsewhere, it sounds like they’re probably pretty evenly matched in effectiveness, with the Quip potentially edging out the win due to the timer that tells you when to move on.)
Working at Meh must be… interesting. This is a great story (unfortunate event, funny because it’s not me-I got to Google spelling to shadenfreude). Never have this kind of fun with Target (although they must have inventory issues)
The plot thickens! I am excited to hear that this story might have a good resolution; I have been angling to get some spare electric toothbrushes to keep in my luggage to spare me the indignity of remembering to pack my toothbrush every time I travel. Give 'em hell!
The same evening I ordered my Quip from Meh, I started a brush head subscription plan directly with Quip. After receiving the cancellation email from Meh, I immediately cancelled the plan, but not in enough time to stop the first order from shipping. Now I have a lovely Quip brush head, but no handle… hope it gets resolved!
Latest updates seem to be in the other thread, including, it reads to me, a restraining order (edit: injunction, not restraining order? Not sure the difference.) against mediocre preventing them from shipping.
I wanted one of these but got the Violife at the mediocre property morningsave.com. The Violife is 22000 vibrations vs this ones 15000. More is better, based on the pursonic we have (from meh). So, no.
I feel bad, though, as my wife is down on meh but today she was talking about wanting one of these.
Thanks Meh! I was so bummed when I got the refund but you guys rock! It will be interesting…If Quip is the actual reason, I’m thinking a story in a credible publication could be interesting…especially if they are public but only if they are being sketchy…
Anyone have experience comparing these Quip brushes to the seemingly similar Oral-B Pulsar I’ve been using? They appear to be basically the same concept, albeit with replaceable brush heads and batteries. (The Pulsar is meant to be disposable)
@ballaX54 There was an official update via email. Check spam folder etc. Here it is for your convenience though:
Last Thursday, during our Quip toothbrush event, Quip contacted us and asked us to shut down the sale. They had concerns that the inventory had been stolen from a Quip distribution center. We immediately shut the sale down. Since then, we’ve been working with them to determine more details and ideally work out a solution allowing us to fulfill our orders, but that’s looking less likely. At this point, our best solution is to cancel the orders, refund your money, and continue working on a potential future solution. We’ll keep you up to date on any new details. We’re sorry for the hassle, but we’re not quite ready to give up on the quest for clean teeth.
@snapster Matt, The scenario I’ve come up with is a rogue warehouse manager at Quipp thought he could get rid of the old package inventory at cost to you guys while the marketing team thought they could merely repackage in the new format and sell as normal. Am I close?
What a thing to watch unfold! I almost bought one of these brushes, but read some reviews and decided to keep using my Oral-B Pulsar instead. Phenomenal job from Meh handling the situation, and some real awkward behavior from Quip. Interesting situation, and thanks for keeping us informed!
This is all great, as it looks like mediocre is taking the appropriate action. Now, how about the stolen (per Amazon) Amazon Fire I bought on Black Friday? I’ve returned it and Meh is in the process of refunding my money and I fully expect that to go well, but it should be easier to track stolen, serially numbered computers than toothbrushes. Or maybe I’m the only one that got a stolen one. I know, this crosses deals, but stolen merchandise may always be a problem on the Interweb.
Can somebody explain to me why this deal is a proof of how great Meh’s business ethics and customer service is? all these comments are gushing with gratitude and I don’t see why.
They are selling the same toothbrushes that they were a few weeks ago. Not selling them would result in Meh losing money by paying for a supply that they never sell.
What is the selfless act that Meh is engaging in? Risking a lawsuit from Quip?
If anything, the “morally sound” thing to do would be to say “well we bought these from Quip but they’re a shady company so we’re not going to pass it onto you and eat the cost”. I don’t begrude Meh at all for offering this. I just disagree with all these commenters praising this as some show of ethics.
@andrewkim47 I think the praise is less for their actions and more for the straightforward way they explained their actions. Most companies in awkward situations like this say nothing for fear of putting their foot in their mouth.
I’m sort of on the opposite side of you, which is that I feel like Quip is taking way too much heat in the comments for not immediately responding, despite the fact that their original immediate response turns out to have been incorrect and everyone is all in a twist about it. Jumping to “Well this company is obviously garbage run by evil demons hellbent on destroying the American dream!” just because they made a mistake is exactly WHY companies usually say nothing. If you want companies to be more transparent, you have to cut them some slack when the guy from PR who wrote the email doesn’t necessarily know every detail about warehouse logistics.
i.e., rather than cancel all the orders with an apology and nothing more, they’ve shown exactly why the cancellations had to happen, what went on/is going on, and thus, why they’re offering them a second time. it’s unusual, but does that make it great and noteworthy? i don’t know. it certainly exists to help foster more sales, as i wouldn’t be inclined to buy a product a second time that i had just ordered and had canceled without explanation.
in any case, as i’m not interested in these toothbrushes it doesn’t really matter to me either way although this whole ordeal has served to pass the time for a few minutes in a mildly entertaining fashion.
@jerk_nugget Thanks for offering an explanation. My rebuttal would be that it’s much easier for meh to be transparent when they offer one, and ONLY one, product for sale every day, from a single supply chain.
Contrast that with an Amazon that deals with god-knows-how-many products and just as many supply chains.
Like if Amazon cancelled their entire order inventory for 1 day, you better believe they’re going to offer an explanation for it.
@andrewkim47 sure, but IME even companies in similar size to meh - hell, even just individuals selling stuff on etsy or ebay or whatever - aren’t always as honest with their customers as in this instance. (but maybe i’m just salty today because i’m currently going down a familiar road with a seller who claims to have shipped something that they did not, and won’t simply own up to what’s going on and instead has been totally silent in the face of several customers wanting answers…but that’s another story.)
still, i don’t think this isolated incident means meh is company of the year (sorry meh) or that it earns them the “most honest company overall” award or anything, it’s just a rather unique experience so as to be notable. does that really mean anything on a larger scale, or that this level of transparency would extend to any and all mishaps? again, idk that i’d go that far. it is a nice gesture, though.