Customers find Genuine Oral‑B replacement heads provide a dentist‑like clean and are gentle on gums, with colour‑changing bristles helping users remember replacements; multi‑packs are seen as good value for households. However, some report shorter bristle longevity, occasional excessive firmness for very sensitive users, and incorrect compatibility claims for certain models. Delivery and in‑store fulfilment issues (non‑receipt, refunds, click‑and‑collect problems), unhonoured promotions/cashbacks, and degraded communication or packaging changes also negatively affected customer experience.