Gillette Fusion

Gillette Fusion5: Faulty Razor Handle Was Frustrating, But the Customer Service Was Worse After more than 25 years of using Gillette products and over a decade using the Fusion system, this is the first time I have ever had to lodge a complaint. Unfortunately, the experience has left me questioning whether Gillette's customer service actually reads the information customers provide.

On 31 May 2026, I submitted a detailed complaint regarding a Gillette Fusion5 handle that appeared to fail after approximately one use. I provided extensive evidence including photographs, proof of purchase, batch numbers, manufacturing details, barcode information, comparisons with previous Fusion cartridges, and a detailed explanation of what had happened.

The problem was not complicated.

The cartridge originally attached to the handle appeared different from the remaining cartridges supplied in the same pack. Based on the photographs, it appeared that part of the handle mechanism had broken and remained lodged inside the cartridge connection point. I documented this extensively. Instead of investigating the fault, Gillette repeatedly sent emails asking questions that had already been answered in the original complaint and photographs.

On 2 June 2026, I was asked whether Cartridge B fitted correctly and how many cartridges were A and B. I responded and explained that both cartridges came from the same pack and that the labels A and B were simply labels I had created to make the discussion easier to follow.

On 3 June 2026, Gillette again requested information, including asking which production code the cartridge came from and questioning why I believed the handle was faulty.

At this point I was genuinely wondering whether anyone had actually reviewed the evidence I had already provided.

The production codes were already supplied. The photographs were already supplied. The explanation was already supplied. The receipt was already supplied. The fault description was already supplied.

Yet I found myself repeatedly answering variations of the same questions.

I even sent additional photographs and offered to return the handle and cartridges to Gillette for inspection if they would provide a reply-paid envelope. Despite my cooperation, the process felt less like a genuine investigation and more like an exercise in repeatedly asking the customer for information already sitting in front of them.

The irony is that I spent more time proving there was a fault than Gillette appeared to spend reviewing the evidence.

Eventually, on 5 June 2026, Gillette offered a $70 Coles voucher as a goodwill gesture. I accepted because I still use Gillette products and have invested hundreds of dollars in compatible Fusion cartridges over the years.

However, receiving compensation does not erase a poor customer service experience.

The product fault was disappointing. The handling of the complaint was worse. No customer should have to write multiple detailed emails, repeatedly explain the same issue, repeatedly identify the same photographs, and repeatedly answer questions that have already been answered in previous correspondence. If Gillette had simply reviewed the original complaint properly, this matter could have been resolved in a fraction of the time and with far less frustration. The final outcome was acceptable. The customer service process was not.

After decades of loyalty to the brand, I expected considerably better.

I have used Gillette razors for decades and have always found them to be very good in the past. However, my razor finally died and I purchased the Gillette Fusion 5 razor pack with 10 refill blades in June 2025. I noticed the colour of the blades was different. On trying them, they felt blunt, I had to go over the growth a number of times changing direction each time. I tried some of my other blades I still had left and they felt a lot sharper and shaved a lot cleaner and lasted longer. After finishing off my old stock, I perservered with the new ones and found I was having to change blades at least weekly - less than 7 shaves a blade. I feel the quality is at least as bad as the Temu knock offs I tried once but I figure if this is the new Gillette quality, then I might as well buy from Temu at 25% of the cost. Very disappointed

Great razor – I have been using the Gillette fusion for about 4 years. I buy the replacement blades from the a razor shop on special. I can get two or three weeks. I need to shave every day. I bought one for my dad, he loves it compared to the single blade he had. Don’t get replacement blades from eBay like from Living Warehouse and Heybuddy, they are like 40grit sandpaper.

Very good product thought expensive – Very good product thought expensive. I have been using it for like 5 years now... however, the blades are freaking expensive. Also, each of the blade can be used for 2 or 3 shaves maximum. I get cuts here and there once. However, on time I have learned not to have it. Very good product Very costly & expensive, does not last for a long time