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Business Profile

Online Retailer

PurelyWhite Deluxe

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I would like a refund!! Product does NOT work and I believe they are a scam!!

    Customer Answer

    Date: 10/11/2024

    Better Business Bureau:

    At this time, I have not been contacted by PurelyWhite Deluxe regarding complaint ID *********

    Sincerely,

    ******* ******

  • Initial Complaint

    Date:05/29/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ive been getting sent the purely white maximum strength whitening refills for months now when I do not want it anymore and I keep getting charged monthly for it. Ive done everything I can, I canceled it and in my profile it says that I am not subscribe to anything and I still keep getting charged each month, Ive email multiple times with screenshots that I am not subscribe to anything and I just keep getting the same automatic response, Ive left a comment on the website and nothing. I do not use it and I do not want it, I just want it to stop charging me monthly I can return all of the products because I havent even open it I used it once and thats it. I lost my job and I cant afford for this to keep happening.

  • Initial Complaint

    Date:02/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company is a scam. They charged me out of nowhere claiming I bought something exactly one year ago, and in buying that item I signed up for a yearly subscription, in which I did not. Im poor, I am not going to sign up for a subscription. for toothpaste. I didnt see ANYWHERE on their website about signing up for a subscription when purchasing the product. This is one of the shadiest companies Ive ever dealt with. They also claim all sales are final, when on their website it clearly states a money back guarantee. The owner and CEO blocked me from contacting him (I couldnt get ahold of anyone from customer service) but THE MOMENT I reached out to him and he blocked me, I not only got purelywhitedeluxe responding, but his other company too. All they had to do was refund me $21. Thats it. Theyre gonna end up getting sued and I cannot wait to see it. Do not buy anything from here. Not even once, and if you have an account, close it so you wont see a random charge from them a year later.

    Customer Answer

    Date: 03/02/2024

    Better Business Bureau:

    At this time, I have not been contacted by PurelyWhite Deluxe regarding complaint ID ********.

    Sincerely,

    *************************

  • Initial Complaint

    Date:12/06/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company is a scam, they take your money and you will never get a hold of them if there is a problem. I want a refund as the website stated. This whitening set does not work- after 4 sessions- absolute nothing!! I reported this company to the *** and as soon as there is a law suit- I will be the first to join!!!!

  • Initial Complaint

    Date:11/17/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Sept 17, 2023 I ordered Purely Deluxe ******* kit. Not one place on their website does it say all sales final. I have asked repeatedly for a refund and was told no because ALL SALES FINAL. The same day I go the kit I tried to return it immediately and this was the answer I got. It says right on their website contact us and we will accept returns. All lies. Lies and lies.

  • Initial Complaint

    Date:07/27/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased from this company and before the item was even shipped I emailed them (there is no phone number to contact them) and asked them to cancel the order. Needless to say they shipped it anyways. I then proceeded to email them to tell them I wish to return the item. They emailed me back claiming all sales are final, with a link to their policy. In that link which I will attach it clearly states returns can be made within 12 days of purchase and this item also has a 100%. money back guarantee. They are now refusing me a refund and I have this item still package up, not opened at all that I do not want. I just would like to return it for my money back. Not good customer service at all. Definitely would not recommend buying anything from them.

    Customer Answer

    Date: 08/20/2023

    Better Business Bureau:

    At this time, I have not been contacted by PurelyWhite Deluxe regarding complaint ID ********.

    Sincerely,

    *************************

  • Initial Complaint

    Date:06/23/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Terrible costumer service. I just moved to a different city and my iPhone automatically input my old address upon purchase. I emailed and called them right away after placing the order and they told me its already processed and sent. Nothing we can do at this point. Which doesnt make sense. I asked for a refund since I wont ever be able to get the products I ordered since I moved yet they failed to respond or make it right. I am very disappointed with this company. I was excited to try their products but clearly they dont care about their consumers since they get so much business by paying social media influencers promote their products for free. My friend is an influencer and she gets all her products for free plus money so she can promote them. It is unfortunate on so many levels that this company operates like this.

  • Initial Complaint

    Date:03/06/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello,I ordered a teeth whitening kit from PurelyWhite Deluxe on 2/18/23 and received the product on 2/24/23. I started the kit on 2/24/23 & completed the kit. The company markets a "Money Back Guarantee" if you are not satisfied with the results (not 2 shades whiter specifically). I saw virtually no difference in my teeth and thought I would try getting my money back since the product did not work. Below you will see their requirements to request a money back guarantee, I sent them everything they ask for and included several pictures with date stamps."Money-Back Guarantee We have absolute confidence in providing the best oral care products in the world. That's why we have our 100% Money- Back Guarantee.We guarantee that your teeth will improve by a minimum of 2 shades whiter after full completion of our Teeth Whitening Kit applications.In the unlikely event that you find this is not the case with your PurelyWHITE DELUXE experience please see below.To qualify for our money-back guarantee simply follow the instructions below:Take a photo of your teeth before using our Teeth Whitening Kit, including an unused opened kit and shade guide photo.Take a photo of your teeth after completion of The Kit, along with a photo of the used product and shade guide up against teeth.Email our customer experience team ************************************ with the instructions listed above Your application will be processed within 2 days of submission"I emailed ********************************** on 3/1/23 @ 3:22pm requesting my money back as their guarantee states according to their website and no one will respond. I have reached out to this email 4 times, their ******** page does not allow msgs or posts, I msged their instagram and they do not respond there either. There is NO PHONE # to call. I tried to leave a review to warn others about this company being a scam and even though I purchased a kit, they will not allow me to leave a review on their website or *******

    Customer Answer

    Date: 03/31/2023

    Better Business Bureau:

    At this time, I have not been contacted by PurelyWhite Deluxe regarding complaint ID ********.

    Sincerely,

    *************************

  • Initial Complaint

    Date:02/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid for the item AND 3 day express shipping. Its been LONGER than 3 days and they wont even tell me where its at. The last known location on the purely white website states its in the *****. I would like my item to be delivered to my house and the refund for the 3 day shipping since it has been longer than 3 days.

  • Initial Complaint

    Date:01/27/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My led light stopped working after 3 uses in less than 30 days. I am just seeking for a replacement. I have tried reaching out several times via email. They asked for videos and photos and everything was sent. Yet I have no resolution nor response.

    Customer Answer

    Date: 02/20/2023

    Better Business Bureau:

    At this time, I have not been contacted by PurelyWhite Deluxe regarding complaint ID ********.

    Sincerely,

    *************************

PurelyWhite Deluxe is NOT a BBB Accredited Business.

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