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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: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.
    Better Business Bureau:

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

    Sincerely,

    *************************
    arantee 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 *******

  • 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.
    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:01/20/2023

    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 ordered this product because I was willing to try it out because of the reviews& the money back guarantee. I tried their product and it made my teeth extremely sensitive. I ordered the products on Dec 16 my order number is #******* paid $104.15. The product on their website states why you should buy their product: Up to 12 shades whiter, Dental grade formula, Helps remove years of stains, 3-year warranty, Whitening results guaranteed and Over ********* kits sold.I received the order and once I had issues with the products regarding sensitivity and results I reached out to them to ask for a refund and begin the return process on December 26, 2023.They responded on December 27, 2023 w/ "Every smile is different so some customers may require a full 10-minute session each night after brushing for 21-days straight. Other smiles will only require **** days of treatments to get to their desired shade.We recommend continuing use with our whitening wand refills until desired results are achieved.******************************************************************************* Pro tip: try to use a straw to reduce contact with your teeth when drinking liquids. You only need to avoid staining foods and liquids for 1-hour post whitening sessions. At least while you are in the first few months of whitening treatments. We also recommend brushing and flossing your teeth after each meal, whenever possible.Please let us know if there is anything else that we can assist you with in making your oral care journey better!"That was not helpful & seemed like an automated response. So I wrote them again on January 9, 2023 and they responded with "****** ************** ** ****** ** *** ******* *** ***** ** **** *** ***** ***** ** ***** *** *** **** *********** *** *************."I did not see anywhere that was stated so I told them that and its now been a week since I sent the last email on Jan 11 and they won't respond. I sent them pictures and gave them all the info I thought they needed

  • Initial Complaint

    Date:12/30/2022

    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.
    Seller of teeth whitening kits and products, not medically proven or verified by experts in the field. Business website claims "we've got you covered. Simply get in touch, and a team member will respond within 48 hours". After numerous emails to send the products back after discovering all the negative reviews online, there was absolutely no response on the part of the seller.Also, they retained my credit card/paypal information and sent more products to my address, which I myself did not order, and charged me an additional $81.00 for them.Also, the packages are being sent from different locations, and each transaction with this business shows a different phone number underneath it, so as the make the business untraceable: **************************.Both transactions show **, but one of these numbers is connected to **********, **.Addresses of the packages:1. **************************************************************** 2. *******************************************************************************

  • Initial Complaint

    Date:12/07/2022

    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 ordered the teeth whitening kit from purely white and they were using the services of ******** to deliver the item. When it was delivered it was left at a totally different property from the one I'm at (the door in the picture is blue the doors of the property I'm at are all grey) so I reached out to the delivery service and they had a hard time contacting someone one about the delivery issue to get me a replacement item delivered so a request for a refund was requested on my behalf. I think it was the next day that a package was left for me it's the teeth whitening kit I no longer need and requested a refund for. By this time I had also went and purchased a teeth whitening kit and no longer needed purely white deluxe kit. They have been ignoring all of my emails and I even left them a DM on their Instagram and they are ignoring me there also, I want my money back I have no intentions of opening what was delivered to me after I requested a full refund. One of the first things I noticed on BBB about purely white deluxe is that they ignore their customers with complaints after getting their money. BAD BUSINESS PRACTICES. ORDER NUMBER *******

  • Initial Complaint

    Date:09/12/2022

    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.

    At this time, I have been **ntacted directly by PurelyWhite Deluxe regarding **mplaint ID ********, however my **mplaint has NOT been resolved because:

    [Your Answer Here]

     

    Responses I get are email and text messages  emails say it was delivered and theres nothing they can do for me  the text messages all say the same thing  I will check on your order and get back to you  I only get an updated response when I ask for an update  no phone numbers to call  still no refund or delivered product  its now a month since I ordered and paid for this  

     I have emailed and text the response from their delivery ** that the product was not delivered but returned to sender and still wont take care of this  

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

  • Initial Complaint

    Date:08/29/2022

    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.

    Better Business Bureau:

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

    Sincerely,

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

     

    i have emailed them every single day since I filed the complaint 


PurelyWhite Deluxe is NOT a BBB Accredited Business.

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