Complaints

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.

• Initial Complaint

  Date:06/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was contacted by pop on veneers saying this quoteSpare Veneers can be purchased for just $179 per arch with FREE shipping! $249 for Top and bottom! but then got a email saying they wouldnt do top and bottom and want to charge outrageous for cancellation. I am not going to pay the extra to do bottom when I already paid what they asked in the email to me. This seems like they are baiting people then charging more either way they are stealing money with false advertisement

  Business Response

  Date: 06/24/2025

  Hi *****,
  
  Thank you for reaching out we completely understand your frustration and want to provide some clarity regarding your recent communication with our team.
  
  Our Spare Veneer program is designed to offer a convenient way to reorder based on your most recent impressions and completed designs. In your case, your original order was for Top veneers only, so we only have the top arch scans on file. Since weve never created a bottom arch for you, were unable to produce that portion without new impressions.
  
  The promotional pricing you received $179 per arch or $249 for both applies only if we already have completed designs for both the top and bottom arches on file. We also want to reassure you that weve provided clear instructions on how to cancel your spare order, to fill out our cancellation form, and as long as it doesn't enter production, you will not be charged the $30 fee per arch.
  
  We hope this clears up the confusion, and were here if you have any further questions or need help with your cancellation.
  
  Thank you,
  Customer Service

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because they dont want to refund my money only make me pay more. I want my money refunded all of it as I am not paying more for what I already paid for. This has been a terrible experience with this company and I dont want anything from them but my money back. They cannot produce what they offered to me then return my money.

   

   

   

   

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

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been

  I will only accept what I paid to you which is ****** because there is no reason to keep any of my money this is a fault on your end not mine. 

   

   

   

   

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

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Business Response

  Date: 06/30/2025

  Hi *****,

  Thank you for your message. We understand your concern, and we want to assure you that we have processed your full refund today, June 30th, 2025 at 9:12 AM EST.
  
  An email was also sent to you confirming this transaction. Please allow ******************************************** the original payment method used.
  
  We appreciate your patience and apologize for any inconvenience caused. If you have any additional questions or need further assistance, please dont hesitate to reach out.
  
  Best regards,
  Customer Service

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 or about sometime in June. I had ordered the kit which was the start of the process to have some veneers made up for my teeth. Ive been awaiting the kit and never received the item to start the process. Pop on veneers has falsely misrepresented the facts just because you send someone out and it says delivered doesnt mean that it actually was delivered to the rightful person and or address and in my case this is exactly what has happened. Ive checked with my neighbors and no one has received the start up kit as it relates to my order. The practices that this company eludes is fraudulent to say the least

  Business Response

  Date: 06/17/2025

  Hi ******,
  
  Were so sorry to hear about your experience and truly understand how frustrating this must be. After looking into your order, we found that all shipping details remained consistent on our end, and the impression kit for order #******** was marked as delivered on Tuesday, May 6th. According to the tracking link here: **************************************************************************************************, the package shows a delivery photo at a front door. If this does not appear to be your home, we kindly recommend filing a lost package claim through *** so they can further investigate the delivery.
  
  We also noticed that instead of contacting our customer support team, a chargeback was filed. Unfortunately, the last communication we received from you was back in 2023, and without any outreach regarding this particular order, we didnt have a chance to help resolve the issue before the dispute. The chargeback has since been closed in our favor due to the documentation provided. All that said, we're genuinely sorry your smile journey with us ended this way. If there's anything further youd like us to review or if youd like to reopen communication, please feel free to reach outwe're always here to help when given the opportunity.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased this item on April 9, 2025. received the item on May 5, 2025 the item did not fit. I called and spoke with someone named ******* she stated that they can fix the issue by remaking the item. OK fine that item arrived on June 2, 2025. that item was worse than the first item so I then called again and spoke with somebody named **** and at that point considering that the items was getting worse and not better I wanted a refund. So on June 12 the company decided to send me $237 dollars when I paid $505. I am not OK with a partial refund because I returned all the items that I purchased. So now I am asking you to help me get my full refund.

  Business Response

  Date: 06/13/2025

  BBB complaint 6/13/25:
  
  
  Purchased this item on April 9, 2025. received the item on May 5, 2025 the item did not fit. I called and spoke with someone named ******* she stated that they can fix the issue by remaking the item. OK fine that item arrived on June 2, 2025. that item was worse than the first item so I then called again and spoke with somebody named **** and at that point considering that the items was getting worse and not better I wanted a refund. So on June 12 the company decided to send me $237 dollars when I paid $505. I am not OK with a partial refund because I returned all the items that I purchased. So now I am asking you to help me get my full refund.
  
  Hi Lala, thank you for taking the time to share your experience. Were truly sorry to hear that your smile journey didnt go as expected. Here at Pop On, we stand by our Pop On Promise, which outlines the fees retained at each stage of the process. Because each set of veneers is custom-made just for you, we must account for the time, labor, and materials involved. Thats why we provide clear information about our policy before purchase, during communications, and again as part of the required approval when submitting a return, remake, or cancellation request. You can also view it anytime here: ************************************************
  
  Below is a breakdown of the specific fees related to your order:
  
  Paid: $505.36
  Less Each Impression Kit: $98.00
  Less Top & Bottom Returned: $105.00
  Less First Remake Top or Bottom Returned: $65.00
  Total Refund: $237.36
  
  We understand its disappointing when things dont work out, and we're truly sorry we werent able to create a smile you felt great about. We hope this message helps clarify how your refund was calculated in line with our Pop On Promise. If you have any further questions, feel free to reach out to us directly at ******************************* were always here to help.
  
  Thank you,
  Customer Service

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Frustrating Experience Multiple failed attempts I was really hopeful about trying Pop On Veneers, but my experience has been nothing but frustrating. I followed their instructions carefully, but I had to redo the impressions multiple timeseven after being extremely precise. Each time I was told something was slightly off, yet I received guidance from their Video Impressions Coaches. It felt like a never-ending cycle with no real solution. Between shipping the kits back and waiting for feedback, the whole process became time-consuming and discouraging. For a product that markets itself as convenient and easy, this was anything but frustrating. I eventually gave upnot because I didnt want the veneers, but because the process was too frustrating and unclear. Im disappointed and honestly feel like I wasted both time and money. Sadly, this was not the easy or effective solution its marketed to be.I filed a complaint with my bank and was refunded the initial $99.00 and one weekly payment with their financing option with **********. My total claim was denied because ************* stated I never returned the impression kit yet I received an email which is attached that confirmed the impressions were received. My bank suggested that I contact Popon Veeners regarding the dispute and I was informed by a **************** representative at ************* the disputed has not been closed and there's nothing that can be done. However, my bank closed the claim and the claim has been closed for over 6 months. I am disappointed that I trusted this company to provide me a product and service that they claim is superior. Not only am I out of the money that I've spent, I still have no resolution nor product.

  Business Response

  Date: 06/04/2025

  Hi ******,
  
  Thank you for reaching out. We're truly sorry to hear that your experience with our impression process has been frustrating, thats never the outcome we hope for. We understand how discouraging it can be to go through two attempts of making your impressions, and we appreciate the effort you put into following our instructions and working with our ********************************************* ****************************** **************
  Our goal is to help every customer succeed, which is why we offer detailed written instructions, video tutorials, and one-on-one coaching. That said, we do have to maintain certain standards for approval to ensure a proper fit. Approving impressions that dont meet those standards would compromise the fit and quality of the final product and is something we do not stand by. Regarding the chargebacks, here were four chargebacks associated with this order, all of which were resolved in your favor. As a result, the bank has refunded to your account. If youd like to move forward with a Pop On Veneers product, a new order would need to be placed.
  
  We truly regret that your experience didnt reflect the ease and satisfaction we aim to provide, and we appreciate your feedback. It helps us continue to improve our process and communication. If you ever decide to give us another try in the future, we'd love the opportunity to support you again. Have a great day!

  Customer Answer

  Date: 06/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The response is incorrect as it relates to the refund for any charge backs. I am waiting on proof from my back to support my response and will submit  

   

   

   

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

  
  Sincerely,
  
  ****** ******* ******
  
  
  
  
   
  

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   My bank confirms 2 refunds only. One for $99.00 and the other refund was $28.51. I have requested a letter from my bank to support the amounts and refund amount.

   

   

   

   

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

  
  Sincerely,
  
  ****** ******* ******
  
  
  
  
   
  

  Business Response

  Date: 06/12/2025

  Hi ******,
  
  Thank you for your follow-up. We understand this situation has been frustrating, and weve done everything on our end to be as transparent and supportive as possible.
  
  To reiterate, weve attached additional screenshots from your ********** account showing the full overview of your payment plan. Youll see the total disputed amount of $184.53, as well as four chargebacks all of which were resolved in your favor. This information is always available to you by logging into your ********** account and reviewing the timeline and transactions there.
  
  At this point, weve thoroughly reviewed and addressed your concerns, and there is nothing further were able to provide. If your bank shares additional documentation that conflicts with whats been shown, you are welcome to review that directly with them.
  
  Thank you, Customer Service

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought the product and went through the process of making molds and waiting for the pop on veneers to arrive. Upon arrival, they did not fit. So I contacted the company and a remake was issue, I sent the originals back and repeated the process. Weeks later the new veneers arrived, and again, didn't fit, in fact they cracked and broke when I tried them on. So I called the company and requested another remake. Same process, weeks later, yet again! They don't fit. Attempted the process again, and yet again, they didn't fit. By this point I was VERY frustrated that I spent months of time and hundreds of dollars, so I requested a refund. They told me they won't refund my money, and that is unacceptable.For the last several months I have been trying to get the company to provide the product as advertised. I spent over $700 and months of waiting just to be told that they won't issue a refund when I wanted one because "they made remakes so we won't refund it".This can't possibly be what is referred to as "good business". I would like my money back. No exceptions. No negotiations. Full Refund.

  Business Response

  Date: 05/28/2025

  Hi ******, thank you for reaching out and sharing your experience. We're genuinely sorry to hear about the frustration you've encountered throughout this process. We want to be fully transparent and ensure you know that weve been actively trying to help resolve this. On May 22, 2025, our team requested updated photos or a video clearly showing the concerns you've described with your veneers. This request was made because the images submitted with your remake form on March 3, 2025, appear to be the same as those you previously provided on February 26, 2025. In order to properly escalate this to our production team and assess what went wrong, we need new, current visuals that reflect the latest issues you're experiencing. We completely understand your frustration, and our goal is to make this right. Getting updated photos or video is essential for us to determine the best next steps and ensure any future remakes (if needed) are done correctly or to explore other options. We genuinely appreciate your patience and are here to support you through this. Please let us know if you need help capturing or submitting the photos, and well be happy to guide you through it.

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After 4 attempts to provide the product correctly, I think you've had enough chances and you've demanded enough pictures. The quality of YOUR product for future remakes isn't MY problem. I just want my refund and I want it immediately. I'm done playing this game.

  See this BBB? This is what I've been dealing with for over 5 months. 

  
  

   

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

  
  Sincerely,
  
  ****** ****** **
  
  
  
  
   
  

  Business Response

  Date: 06/10/2025

  Hi ******, were truly sorry your journey with us had to end this way. We understand how disappointing this experience has been, and we genuinely wanted to make things right. Our team made multiple attempts to assist you, including requesting updated photos to properly assess the issue and escalate it for a potential solution. Since youve let us know you no longer wish to proceed with our support and have initiated a chargeback through your bank, we are now required to pause all further action on our end. At this point, the case is in your banks hands, and a resolution is typically provided within 60 days. We appreciate you giving us the opportunity to try and help, and were sorry it couldnt be resolved differently.

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had laced an order using a pay in 4 service, but cancelled within 2 weeks due to my item not even being processed nor made during this time period. They refused to refund me, even though their policy states otherwise When I reached out to the pay in 4 servicer, they processed a charge back pending investigation but refuse to even get the money back. I am being told I am responsible for the entire purchase even though nothing was even processed to get to being made DESPITE their website saying made and shipped within 2 weeks with expedited processing that I PAID FOR. I am requesting a full refund or the minimum of a partial refund with a full refund of expedited shipping costs.

  Business Response

  Date: 05/23/2025

  Hi ******, thank you for your feedback, and were truly sorry to hear about your experience.We want to clarify that your order was placed on April 7th and entered production on April 8ththe very next day. While our estimated timeline aims to have veneers produced within 2 weeks, our design process is highly meticulous. Each set goes through multiple quality checkpoints to ensure fit, comfort, and aesthetics. Were sorry that the production time did not meet your expectations and appreciate your patience up until this point. Regarding your request for a refund: weve been notified that a chargeback was initiated through your pay-in-4 provider, ******. Once a chargeback is in place, were required to pause all production and await the outcome of the investigation before taking any further steps. At this time, we have pulled your order from production and are unable to proceed until we receive a resolution from Affirm.
  
  We also want to acknowledge that we received your latest email on May 22, 2025, where you shared that ****** has closed the dispute and determined you are fully responsible for the purchase. While we appreciate you bringing this to our attention, we are required to wait for official confirmation directly from Affirm before were able to take any next steps on our end. As soon as we receive a formal update from Affirm, well move forward accordingly and be sure to keep you updated via email. In the meantime, thank you again for your patience and understanding!

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   According an email received from the company on 5/23/25 they have received the funds from Affirm and are not working with me for a resolution that I can agree with. According to my account on their website, they didnt go into production until 4/21 which isnt what they are stating in response to my complaint. Please advise the only thing I will accept at this time is the partial refund that is stated I am entitled to on their website.

   

   

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

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

  Business Response

  Date: 05/29/2025

  Hi ******! Thank you for following up with us. We understand how frustrating this situation has been, and we truly appreciate your patience as we work toward a resolution. We want to clarify that after you initiated a chargeback through Affirm, the matter was fully reviewed by their team. Ultimately, the decision was made in our favor, confirming that the transaction was valid and that our service aligned with the terms of purchase.
  
  Due to the chargeback process has been completed and ruled in our favor, we're unable to issue a partial refund at this time. However, we remain fully committed to fulfilling your order and proceeding with the production of your veneers, as originally agreed.
  
  We know this may not be the resolution you were hoping for, but were here to make sure you receive the product and experience you expected. If theres anything we can do to ensure you feel confident moving forward with your smile journey, were more than happy to help.

• Initial Complaint

  Date:05/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 their product and they cracked pretty early on and had a replacement made because they claim they offer 2 replacements for free well my 2nd pair cracked as well and now they claim they only have a 30 day guarantee which obviously they know they have a c*** product if they only offer 30 days. I have called them and emailed them and they give me run around like a supervisor will call me and still nothing.

  Business Response

  Date: 05/14/2025

  Thank you for reaching out, *******. We understand how disappointing it can be to experience issues with your veneers, and we appreciate you taking the time to share your concerns. After reviewing your account, we confirmed that a remake was previously completed and that the most recent request falls outside of our warranty period. Here at Pop On, we stand by our PopOn Promise, which outlines our policies for remakes and returns. You can view the full details here: ************************************************. Kindly note, our 30-day remake or return policy begins 30 days from the date you receive your veneers. We must receive a completed remake or return form within that 30-day period in order to process the request. While there is no record that a Supervisor or Manager committed to follow up, we're very sorry for any miscommunication or missed expectations. We never want our customers to feel unheard, and were committed to providing support wherever we can. If youd like us to further review your case, please send photos of the damaged veneers to *********************************************************. Our team will be happy to take another look and see what options may be available. We value your business and appreciate the opportunity to assist you.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  January 2025 I began my order with Pop on. I paid 324 for top veneers. I had to remake them a couple of times, I have emails that state here is your free remake it I received my initial order and they were not the right color. We had them remade and I still was not happy. They were not what I expected, I couldnt eat with them so I asked for a refund. They sent mailing label and I sent back both sets. They now want to only refund me 47 dollars because the are subtracting all the the remakes at 49a piece. I told them in multiple emails this was unacceptable and they have only responded with we are not refunding at all or partial. I deserve a full refund.

  Business Response

  Date: 05/14/2025

  Hi ******, thank you for taking the time to share your experience were truly sorry to hear that your journey with us didnt meet your expectations. We appreciate the opportunity to address your concerns. Your order began in January 2025 for top veneers in our Natural White shade. After receiving your initial set, you requested a remake and noted you'd prefer a different color. On 03/03/2025, you confirmed the new selection as Mature Tan, and we remade the veneers based on your request. When you reached out on 04/13/2025 to initiate a return, we provided a prepaid return label in accordance with our Pop On Promise a policy that outlines the refund process and is available on our website, included in your purchase confirmation, and referenced during remake and return requests. Although two sets were sent, your original veneers and remake veneers, only one was returned to us on 04/30/2025, which we confirmed through our intake process because everything is photographed and documented. We understand things may happened and sympathized with your situation and only deducted for one set of veneers and issued a partial refund accordingly. We also want to clarify that retaking impressions is included at no extra charge theres no fee for sending you a new kit, and nothing additional was charged to you for those retakes, however this is deducted from your overall refund amount. We're sorry this experience didnt result in a smile you felt confident in. If you have any further questions or need additional support, please dont hesitate to reach out to us at ******************************* were always here to help.

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I sent back both sets. They are lying. It is my fault I didnt take pictures. I had no idea they would take advantage of me.  They should be ashamed how they are handling this. They said it was guaranteed. 
  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  Business Response

  Date: 05/19/2025

  Hi ******, we hear your frustration and are truly sorry this experience has left you feeling disappointed thats never what we want for any customer. That said, we want to be transparent and clear: at every step of your order journey, weve followed the procedures outlined in our Pop On Promise which is available on our website, included in your confirmation email, and reiterated in your communications with our team. You can review it here at any time: ************************************************
  
  Your order began in January 2025 for top veneers in our Natural White shade. After receiving your initial set, you requested a remake in a new color (Mature Tan), which we produced and sent. On April 13th, you reached out to initiate a return, and we provided a prepaid label in accordance with our policy. However, when your return was received, our team verified through our photo-documented intake process that only one set of veneers was included. Because each return is documented with photos, we ensure accountability on both ends. We want to directly address your concern about us lying. Please know that we take this accusation seriously. We do not benefit from withholding refunds or misleading our customers. Our team follows strict procedures to protect both parties, and every step including your return is thoroughly documented.
  
  The Pop On Promise is our guarantee, and it clearly outlines whats eligible for refunds and what fees are applicable based on the progress of the order. A full refund is only applicable if the order is canceled before production begins and the impression kit is returned sealed and unused. Since you received both your original veneers and a remake and only one set was returned a partial refund was issued in accordance with our policy.We understand this may not be the resolution you were hoping for, but we remain committed to handling your case with fairness and integrity. If there's anything else we can clarify, were here to help.

• Initial Complaint

  Date:05/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 April 14, 2025, I placed order no. Online # ************ . I then contacted them to cancel my order was accused of ordering over 120 days. Due to my own dental needs is why I cancelled. The kit has never been used and the company is giving me a run around about my refund. All I asked was to cancel my order and I am not being assisted with that

  Business Response

  Date: 05/06/2025

  Hi ****, thank you for reaching out and sharing your concerns. Were truly sorry for the frustration and confusion this has caused. We understand your decision to cancel the order due to your dental needs, and were here to help clarify next steps. We did receive your cancellation request on May 1, 2025. However, we also noticed that a chargeback was filed through your bank. When a chargeback is submitted, the matter is escalated directly to your financial institution, and all payments are immediately reversed on our end. At that point, we are legally unable to issue a separate refund or take any further action until your bank reaches a final decision. If you would prefer to resolve this directly with us instead, you can contact your bank to formally withdraw the chargeback. Once youve done so and can provide documentation confirming the withdrawal, we would be more than happy to process a full refund once we receive your unused impression kit. That said, if you choose to proceed with the chargeback, we will continue working with your bank by submitting all relevant documentation. Please note that this process can take up to 60 days for your bank to review and issue a final decision. We hope this explanation brings more clarity, and we truly regret that your smile journey didnt go as expected. Please let us know how youd like to proceedwere here to help! Have a great day!

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  I reached out to cancel my order and the communication has been horrible they took more than four to five days to respond to me and then when I let them know I just want to cancel they keep trying to make me keep take other options instead of honoring my wishes to just cancel my order. They cant force me to change the decision my dentist feels is best for me. I just want to cancel my order. 

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 05/30/2025

  Hi ****, thank you again for following up with us. We understand how important this is to you and want to make sure everything is as clear as possible.We did receive your cancellation request on May 1, 2025, and promptly responded by sending you the appropriate cancellation form that same day (please see the attached copy for your reference). At the time, completing this form was all that was needed to proceed with canceling your order and issuing a refund. However, because we did not receive the completed form back from you and a chargeback was subsequently filed with your bank, the process changed. Once a chargeback is initiated, we are legally required to pause all refund activity on our end and defer to your banks investigation. This means we are unable to finalize a cancellation or issue any refunds until the bank reaches a decision. If youd prefer to cancel directly with us rather than waiting for the chargeback resolution, youre welcome to contact your bank and formally withdraw the dispute. Once we receive documentation confirming that the chargeback has been withdrawn and your unused impression kit is returned, well be happy to process your refund right away. Were here to support you in whichever path you choose and hope this provides clarity. Please let us know how youd like to proceed.
  
  

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 pop on veneers on 3/5/2025 with my FSA card because they stated that they are *** approved. When I checked out I did express check out and used my FSA card through Apple Pay I never scrolled down as I didnt see a reason to as all my information was correct to know I needed to hit pay with flex. So when my *** denied my claim I tried to get an itemized receipt for the transaction and they sent me several different copies of the receipt that was already denied. I called almost every day since I received denial to get this taken care of, meanwhile I couldnt cancel my order as it was already in transit. So now my FSA card is locked due to this issue until I get a refund or an itemized receipt. I opted to return them in fact they were mailed out today. But now I am being told I am only getting a partial refund. This isnt right I just want to use my FSA card and get a refund for what I paid for.

  Business Response

  Date: 05/01/2025

  Hi ********, thank you for reaching out! Were truly sorry for the frustration this situation has caused. We completely understand how important it is to be able to use your FSA funds correctly and want to provide clarification to help resolve this matter. While we do accept *** and HSA payments through our Flex integration, its important that the customer selects Pay with **** at checkout in order to ensure the transaction is properly submitted as an FSA/HSA claim. In your case, we see that the order was completed using Express Checkout through Apple Pay, which unfortunately bypasses the Flex system and routes payment through your regular debit/credit card.
  
  
  We understand that this may not have been your intention, and we genuinely empathize with the inconvenience this has caused. That being said, your order was placed on March 5, 2025, and you continued through the full smile journey, including making impressions, returning them to our office, and receiving your final veneers on April 22, 2025. Its important to note that once a custom product has been created and delivered, a partial refund applies, as outlined in our Pop On Promise and Terms & Conditions. You can review this policy at any time here: ************************************************
  
  
  We also want to reassure you that weve been doing our best to assist on the documentation front. An itemized receipt was sent to you on April 28, 2025, and if your *** provider requires additional documentation, wed be more than happy to work directly with **** on your behalf to generate an updated receipt. Please feel free to forward any specific denial messages or requests from your FSA provider to ******************************** and well do everything we can to support your claim. We know this has been a frustrating experience, and we sincerely appreciate your patience. Please dont hesitate to reach out with any other questionswere here to help!

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  yes I went through the whole process because my FSA didnt deny the claim until after I sent the molds back to your establishment. Once they denied the claim I have been trying to rectify this situation twice a week with several phone calls and emails with no eval from you all. My *** needs a medical necessity letter stating they arent cosmetic to approve as your itemized receipts arent good enough. I have already sent them back to you and you received them Monday 5/5. Also you need to change the reading on your website that notifies people better that you CAN NOT do express pay with an *** account. I had no idea I needed to scroll down to go through a different site. This couldve been fixed a month ago by refunding my card and then going through flex and recharging my card, couldve even done it right on the phone with no physical returns but you all told me oh well you are out of luck. That right there is poor customer service. Also you have failed to tell me how much this partial refund is as again your verbiage on the website is vague. I shouldve never had to go through this at all this couldve been corrected a long time ago. Also if you can only give me a partial refund then I also need a letter for FSA stating medical necessity.

   

   

   

   

   

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

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

  Business Response

  Date: 05/29/2025

  Hi ********,
  
  Thank you for taking the time to share your feedback. Were truly sorry to hear about the challenges youve experienced, and we appreciate the chance to clarify and support you through this. We understand how frustrating it can be to encounter issues with your FSA claim. Please know that our team is committed to timely communication and has responded to your inquiries within 24 hours of receipt, excluding weekends and holidays. We regret if it felt otherwise.
  
  Regarding the medical necessity documentation: As explained on our HSA/FSA FAQ page, our Flex partner can assist with questions and documentation. If you havent received your itemized bill, we recommend checking your spam or junk folders. For convenience, weve reattached that information (see Attachment 1 and 1a). We also want to note that this information was previously shared with you via email on 04/25/2025.
  
  As for the checkout experience: We strive to make our Flex Checkout option visually distinct and accessible for those using FSA/HSA funds. However, your order was completed using Express Checkout via Apple Pay, which bypasses the Flex system and processes payment as a standard card transaction. This is displayed during checkout and is the first screen you see upon reviewing your order details (see Attachment 2). That said, we understand how easy it can be to miss and are always working to make the process clearer.
  
  In terms of the suggestion that this couldve been fixed a month ago, we do want to clarify that your order was placed on March 5, 2025, and you proceeded through the full smile journeyincluding impressions, return shipment, and receiving your final veneers on April 22, 2025. Because the order was fulfilled, a full refund isnt eligible per our policy. However, **** continued to work with you on the available solutions, including a partial refund, which is now processed. 
  
  Additionally, if your *** provider is requesting a medical necessity letter, we recommend consulting your healthcare provider, as our product is considered cosmetic and may not meet *** eligibility requirements for medical reimbursement. Finally, wed like to highlight that our Pop On Promise: ************************************************ is included in every email correspondence and always readily available on our website. It outlines exactly what to expect when working with us, including our commitment to customer satisfaction and transparency.
  
  We truly regret any frustration this experience has caused and thank you for the opportunity to clarify. If you have any further questions or need assistance, please dont hesitate to reach outwere here to help. Thank you.