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:09/18/2023

  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.

  My husband purchased these veeners for me. the day they came i reported to them that there was a defect on them. i asked them for remake process they told me to fill out the online form i explained to them they were a gift and the email associated was not mine. they said "dont worry" . never got the form as they sent to the wrong person!!!!!! then when you call to follow up they never take calls. i finally get in touch with them and they said too bad its past 30 days. i think this is wrong as i notified them within an hour of delivery there was an issue with the product. they were on notice! i did what a prudent and customary consumer would do- they chose to ignore my plea. i feel they should remake my veeners as requested since they were on notice of day one!! and it was THEM that failed to email me despite being told my email address and i was the user of the products

  Business Response

  Date: 09/18/2023

  Thank you for reaching out, *********. We certainly understand your frustration, and would like to provide additional clarification in regards to our correspondence.
  
  We understand you are having issues with your veneers, and reported these issues on the day you received them. We do see you reached out via your husband's email, ******************* on that date. As such, we responded directly to the email we received on 7/7/23. In that email, there was no request made to respond to any other email address.
  
  We also had not received any specific general instructions from either your email or your husbands asking for communication to be done through your email only. As your husband's email and information is what was used on the order, when the email regarding problems with the veneers came through under his email, with no specific instructions regarding responding to a different email address, we responded to the email address we had received the inquiry from.
  
  We did not hear from you again until 9/3/23 to let us know you did not receive a response or to further inquire about the matter. At that time, you were out of warranty by almost a month. As you are out of warranty and we responded to your inquiry via the email the inquiry was sent, we are not able to honor a remake or return.
  
  Here at Pop On, we stand by our PopOn Promise which is available here: ************************************************. Per our Pop On Promise we offer up to 2 remakes or a return within 30 days of the receipt of your veneers, and the 30 day warranty restarts after your 1st remake. The Pop On Promise details the fees that are kept at each stage of the customer journey which you can find here: ************************************************. Our Pop On promise is included upon purchase, within our correspondence, and a required check of approval when completing our remake/return or cancellation form.
  
  We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your order. Please reach out to us at ******************************* if you have any additional questions. Thank you!

• Initial Complaint

  Date:09/18/2023

  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 believe this company is scamming people offering snap on veneers. The product is poor quality and cheap looking. The veneers were so bad I wouldnt even wear them for Halloween. I only received a partial refund when I returned the veneers. I requested a full refund. Very poor costumer service. I have to question whether their positive reviews are fake because the quality is so bad. The teeth look completely unnatural.

  Business Response

  Date: 09/18/2023

  Thank you for your feedback, *******, we always look forward to improving our services with both our product and customer experience. We certainly understand your frustration, and would like to provide additional clarification in regards to our policies. Here at Pop On, we stand by our PopOn Promise which is available here: ************************************************. Per our Pop On Promise we offer up to 2 remakes or a return within 30 days of the receipt of your veneers, and the 30 day warranty restarts after your 1st remake. Please keep in mind that each pair of PopOn Veneers are custom-made veneers just for you, so we must account for time, labor, and materials used to create your veneers. We would kindly like to clarify that our policy states that anytime after the one-hour window, partial refunds are issued. The Pop On Promise details the fees that are kept at each stage of the customer journey which you can find here: ************************************************. Our Pop On promise is included upon purchase, within our correspondence, and a required check of approval when completing our remake/return or cancellation form. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your partial refund amount and our policies. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!
  
  
  

• Initial Complaint

  Date:09/14/2023

  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 ordered these and they took fairly long to receive them. When they were supposed to have arrived I realized they may have come late at night when i was asleep. When I reported that I believed they had been stolen from my porch I was told to file a report with *** and they'd make me a new set based on my impressions. I filed the complaint with *** immediately then hours later someone from pop On Veneer told me that they wouldn't make me a new pair. I was lied to and the company didn't care I was out over **************************** to just take a loss. All I am asking is for a new pair to be made. I am a disabled veteran and on a fixed income.

  Business Response

  Date: 09/15/2023

  Thank you for reaching out, ****. We understand your frustration and would like to provide additional clarification in regards to our correspondence.
  

  On 9/12/23 we responded to your missing veneers inquiry and stated that we would be happy to create a complimentary replacement of your missing veneers once you have filed a claim with **** We do see that you filed a lost package claim, however the package does in fact show being delivered to your home with photo evidence. Upon additional review of your claim, *** has attempted to reach you on multiple occasions to go over the claim but has not had success in reaching you. Due to this, the claim was closed with proof of delivery and we are not able proceed with the complimentary remake. Additionally, we do see that you also stated that the item must have been delivered late at night while you were sleeping, however the tracking link shows that they were delivered to your home at 4:14pm. Tracking link: **************************************************************************************************.
  
  On 9/15/23 you have stated "I spoke with *** today and they admitted they made an error and closed the claim it was reopened." however as of now the case is still showing as closed with proof of delivery. If you would like to be considered for a complimentary remake you can still contact *** and see if they will reopen the claim and work them regarding the matter. Kindly email us at ******************************* so we may further assist you once it is confirmed that the case is re-opened. We're here for you! Have a wonderful day.

• Initial Complaint

  Date:09/07/2023

  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.

  Ordered Pop on Veneers order ******** and Received 1.small impression kit- returned that "Too small 2.small impression kit- returned that "Too small 3.Large Impression kit Tried kit impression could Not Get Process done because of Medical issues in hands .Account Paid through Affirm payment system with balance approximately of $300 Paid $250 .Pop on Veneers says it's beyond the refund date all though I saw "No Statement ' SAYING THERE IS TIME LIMIT ON REFUND IF NO IMPRESSION MADE

  Business Response

  Date: 09/13/2023

  Thank you for your feedback, *******! We are so sorry to hear this. We always look forward to improving our services with both our product and customer experience. Here at Pop On, we stand by our PopOn Promise which is available here:  ************************************************. Our Pop On promise is included upon purchase, within our correspondence, is available on the website, and is a required check of approval when completing our remake/return or cancellation form. The cancellation, remake and return form can also only be found in the corresponding section of the Pop On Promise Policy, even if a cancellation, remake or return form is provided by a representative, it is a link that will take you to the Pop On Promise Policy to locate the needed form and not directly to a form bypassing the Pop On Promise Policy. We are sorry your ************* had to end this way, but we do hope we were able to clarify any confusion surrounding our policies. Please reach out to us at ******************************* if you have any additional questions. Thank you! 
  
  

• Initial Complaint

  Date:09/05/2023

  Type:Delivery 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 recently placed an order using the discount code POP100 from poponveneers.com, Which promised $100 off when buying two arches Top and Bottom. Which I did. However, after placing the order, I noticed that the agreed-upon discounted price was not reflected in my total. When I inquired, I was told that the financing plan I selected did not allow for that discount. This was not communicated clearly beforehand.Due to this discrepancy, I immediately requested a cancellation both over the phone and in writing both email and certified written mail. I've tried multiple avenues calling, emailing, and through the website. On September 1, 2023, I sent a written notice of cancellation, citing both the ***** cancellation notice and the pricing discrepancy as reasons. I have no intention of continuing business with the company, and given the circumstances, canceling the order is the only satisfactory resolution.The company has asked for screenshots. However, it's unreasonable to expect customers to capture screenshots of every transaction, especially when there was no initial reason to suspect a discrepancy.Should the imprint kit be shipped despite my clear and timely cancellation request, I will refuse the delivery. This refusal means the package remains untouched and no charges will be incurred, as it wasn't successfully delivered by UPS.It's unfortunate that this issue has arisen due to what seems to be a lack of transparency about pricing on the company's part. To further complicate matters, the company has suggested I agree to fees just to submit a cancellation request via their website, which is unacceptable given the error originated on their end.

  Business Response

  Date: 09/08/2023

  We are so sorry to hear this *****. At Pop On Veneers, we aim to give our customers the best experience possible- especially when assisting with any questions or concerns. Feedback from our customers is how we continue to learn and improve our services. We certainly understand your frustration, and would like to provide additional clarification in regards to our correspondence. When you financed your order with Partial.ly, you agreed to the terms of the legally binding contract. The original $99 deposit to begin Partial.ly payment plans is non-refundable as mentioned in our Pop On Promise, Warranty and Return Policy. Partial.ly is a 3rd party financing option and requires a new down payment if your payment plan defaults, however the new $99 payment will go towards your principal balance, not in addition to. Here at Pop On, we stand by our PopOn Promise which is available here:  ************************************************. We are sorry your ************* had to end this way, but we do hope we were able to clarify any confusion surrounding your partial refund amount and our policies. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!

• Initial Complaint

  Date:08/08/2023

  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 my veneers back on 11/17/22. Received in Jan if not mistaken. According to thier website and advertising eating ,drinking should not be an issue while wearing them .and that they were made out of durable material. I wore my veneers almost everyday and try to avoid eating chewy or hard foods as well as hot drinks or I would take them out completely to eat as instructed. Even with those precautions not only did one back tooth get a hole they are cracked in two different places. I purchased my veneers with you e expecting quality and that isnt what i see. How can this be resolved? I am not looking for refundsl of any sort just to either have them repaired or replaced. I contacted them on 2 separate occasions and both times they tell me that I am outside of tbe 30day policy. When i tried to explain and clearly told them i wasnt looking for a refund all i want is for them to repair or replace them. Or send me the repair kit to do so. And they are asking I spend another 140$ to have them replaced.Purchased 11/17/2023 Order Number ******** Total Price Paid $719 94

  Business Response

  Date: 08/13/2023

  We are so sorry to hear this, *******. At Pop On Veneers, we aim to give our customers the best experience possible- especially when assisting with any questions or concerns. Feedback from our customers is how we continue to learn and improve our services. To clarify, the warranty upon receiving your original pair of veneers is 30 days, however we offer up to 2 remakes. The 30 day warranty period restarts after you have received your first remake. The reason for our 30 day remake or return policy is because if you are experiencing fitting or cosmetic issues, that would be evident to our clients within the first 30 days. Unfortunately it is difficult to determine how veneers *** have been broken after the 30 day window, as there are numerous circumstances that *** be out of our control after that time period. You can also learn more about how to make them last longer by following this link: ********************************************************* . Some customers feel comfortable eating their favorite foods with Pop On Veneers, while others prefer to take them out while they eat. You'll want to avoid anything too hard or sticky and you can drink cold and warm liquids up to 120 degrees Fahrenheit. You can find that information here: **********************************************************************************. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding our policies. As stated, we do offer spare veneers up to 70% off for returning customers using the digital scans we have on file, no retakes needed! Kindly reach out to us at ******************************* if you have any additional questions. Thank you!

• Initial Complaint

  Date:08/04/2023

  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 placed two orders with this company ******** and ******** on 7/17/2023. I paid a $99 down payment for each order. Since that time I made two payments of $42.11 on each order. The first one on 7/22 and the second one on 7/29 for a total of $366.44. The company allows financing with a company called Partial.ly that is who deducted the payments on 7/22 and 7/29. I was very clear that I needed these for a big day on 8/11. They sent the "free" impression kits and we used them and sent the back immediately. By this time I have already made two payments on the payment plan for an order that is not even in process and then I call to find out what is going on and I am told your impressions were all unusable. We will rush out new "free impression kits". I was very upset by this point as time was ticking for my big event. I told them I would pay the $250 rush processing fee only to be told that those on the financing plan cannot use the rush option and that I may have to do my impressions up to 7 more times. I then realized the number of people they must be scamming and I found there two star rating on Yelp and other places with many, many reviews warning people. So, I asked to cancel. I did all they requested to cancel. I realized that they keep saying the impressions are wrong until you have paid in full on their financing and you still don't have the teeth and when you ask for a refund, they charge you for every "FREE" impression kit. I told them the second kits they sent have never been opened and they refused to refund me for those using covid as an excuse.. I mean the packages are sealed, we never even touched them. So in the end of almost $400 I have been refunded $35.22 for each order for a total of $70.44 and I have received no service or product from this despicable company. I would like all of my money back or much more than I did receive. Who gets that much money for nothing. They are dishonest and should be closed. If you look at Yelp you will see proof.

  Business Response

  Date: 08/04/2023

  Thank you for your feedback, *******, we always look forward to improving our services with both our product and customer experience!
  We are sorry to hear you had trouble with your impressions. That is certainly the most sensitive part of the process. However we must capture the details of your teeth to ensure a proper fit and look of your veneers. We also have many options available to provide additional guidance such as one-on-one video coaching, how to videos for your specific rejection reason, and we provide the option to do in-person impressions at our location in *** using digital scans. Additionally, there is no additional charge to retake your impressions, it is included in the overall purchase amount.
  Kindly note that we cannot force impression approvals as it would cause fitting and/or design issues with your veneers. Additionally, the amount of times you retake your impressions is never predetermined. There is no set amount of retake tries. Some are able to get approvals on the 1st try, some may need 2 or more. It all depends on the results of the impressions. We need to capture the gumline, depth, and ensure there are no gaps so your veneers fit securely.
  
  We would also like to clarify that unfortunately, we do not offer full refunds after the one hour window of placing your order as we accrue charges for labor, material, and shipping, as we maintain our fast 2 day shipping standards by sending out kits to purchasers right away. Due to COVID restrictions, we cannot reuse even an unopened kit if returned. Here at Pop On, we stand by our PopOn Promise which is available here: ************************************************. Our Pop On Promise is available when you purchase, included within all correspondence with our ********** Team, and is a required check of approval whenever completing our remake or return form. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your partial refund amount and our policies. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!

  Customer Answer

  Date: 08/08/2023

  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: This is the same worthless answer they provided originally. They refunded $70.44 of $366.00 that I paid. They provided NO SERVICE AND NO PRODUCTS. The impression kits which they are now deducting for  they say in their own ads are FREE!! They are committing fraud each and every day. So, no attaching the same form letter response they provided originally means nothing at all to me and is no way, shape or form a resolution. 

   

   

   

   

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

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

  Business Response

  Date: 08/14/2023

  Hi *******, We again thank you for your feedback and would like to clarify a few things. At no point do we state that the impression kits are free. We state that they are at no additional upfront cost, as they are included in the overall price of your order unless you cancel or return the items. Our company must cover the cost of the materials, shipping and time used for each order. At the time of placing each of your orders, as you placed two of them, you selected to use Partial.ly as your financing option. Prior to your order being completed, you were provided with a legally binding contract, that provides the Pop On Promise, the policy's of our company, and each deduction that you may have if you choose to cancel your order or return your order. At the time of placing your order, you signed not one but both of those legally binding contracts stating that "you read, understood and agreed to the terms and conditions as well as the Pop On Promise" Our Pop On Promise as well as our terms and conditions are provided to you in a copy of the signed contract that you receive once your order is completed, as well as being listed on our website at all times for you to review. At the time of requesting to cancel both of your orders, you filled out a cancellation form. Our cancellation form was also provided to you with the Pop On Promise for you review. Upon filing out the cancellation form, you again stated and agreed that "I understand that cancelling my order will incur deductions as listed in the Pop On Promise. Specifically, a $49 fee will be deducted for each impression kit shipped or digital scan performed, and if I financed my order with Partial.ly, I will not be refunded the $99 downpayment." Every email correspondence also includes the Pop On Promise in the signature portion of the email. Our company has in no way mislead or lied to you regarding deductions as all of the information was provided to you numerous times.
  
  We have also listened to your phone calls and reviewed your account in full. At no point were you advised it would take 7 or more impression kits to get your impressions correct. Both of the impressions sent into our lab did not pass as the putty started to ****** prior to the impressions being created, therefore your impressions did not fully capture your teeth and gums. Our lab can not create custom veneers with a partial impression of your mouth. Our Pop On Promise also clearly states "If the impressions do not pass, we will send out another impression kit with additional guidance." Upon the impressions not passing, you were sent an email providing the information as to why the impressions did not pass, all of the information for video impression appointments or in office appointments if you are near or visiting ***, and a new impression kit. One of our representatives also went over the options for one on one video impression coaching with one of our Video Impression Specialists with you as well as providing all of the needed information to schedule an impression appointment for a second time, if you decided you would like to proceed with an appointment. You then reached out to cancel your both order's placed, which were both processed per the agreed Pop On Promise. At no point were you also advised that your payments needed to be completed prior to you receiving your veneers. Our company needs a passed impression kit, and for your payments to be within good standing throughout the repayment period. Many of our customers have only three or four payments completed with Partial.ly when they receive their veneers, as they have provided our lab an approved impression and kept their payments within good standing and make the remaining payments after receiving their veneers. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your order. Please reach out to us at ******************************* if you have any additional questions. Thank you! 
  

• Initial Complaint

  Date:07/26/2023

  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 think Pop on Veneers is a scam. I have sent back at least 18 impressions and out of 18 impressions I dont understand why there is not 1 good impression. They take my money but after ***************************************************************************** know of some other successful ways to get a good impression. It just doesnt make any sense to me to why I havent got a good impression. I want a full refund for all the time and money I have paid and I yet and still dont have a good impression.

  Business Response

  Date: 07/27/2023

  We are sorry to hear about this, *******. Upon reviewing your account, we see that your order was placed more than 120 days ago. Per our Pop On Promise, orders are only eligible for cancellation within 120 days of your order being placed. After 120 days, cancellations are not possible. Therefore, the estimated refund would not be valid as you are not eligible for cancellation or refund at this time. While we understand this may be frustrating, you signed a legally binding contract with Partial.ly agreeing to this policy. Please see attached document for reference. As your order was placed on 1/26/23, you are outside of the 120 day timeframe. Please note, this decision cannot be changed.
  We are sorry to hear you had trouble with your impressions. That is certainly the most sensitive part of the process. We want to capture the details of your teeth & especially of your gum line. We also have many options available to provide additional guidance such as one-on-one video coaching, how to videos for your specific rejection reason, and we provide the option to do in-person impressions at our location in *** using digital scans. After reviewing your impression history, we see that some impressions we could not use due to a Partial.ly default status. We have corresponded in regards to this on 2/10/23, 2/13/23, 4/24/23, 4/27/23, 5/4/23, 5/30/23, 6/7/23, 6/13/23, 6/14/23, 6/16/23, and 6/17/23. Please note that in order for us to continue with your order and design your veneers with your impressions, your account must be in good standing. Kindly reach out to us at ******************************* for more information on this. Thank you, have a wonderful day!

• Initial Complaint

  Date:07/18/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Company sent an initial impression kit and states if the impressions are unacceptable you will be sent an re-make impression kit and additional guidance. One of my teeth actually broke after the initial impressions so I had no desire to try again, which I planned on explaining to the company if they said I needed to re-make. No one contacts you with additional guidance. They mail you a new one which incurs a $50 charge. So now I am out the $50 for the initial impression kit (which I agreed to) and also out $50 for a re-make kit that I did not order.

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/13/2023

  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 a set of pop on veneers for my roommate as a Christmas gift. Not shortly after we purchased an extra pair. Yesterday the top arch snapped in half. My roommate used them properly as well as cleaned them properly. He didnt even eat with them! I contacted the company. I was told yesterday to send pictures to ****** the supervisor and she would call me promptly. Today since ****** never responded, I contacted pop on veneers again. Got another supervisor and was rudely told that there is only a 30 day warranty and my roommate must have abused them after I asked how they could snap so soon when it is stated on their website that they typically last two to five years and are made of **** products!

  Business Response

  Date: 07/16/2023

  Thank you for your feedback *******. We are so sorry to hear this. We always look forward to improving our services with both our product and customer experience. Kindly note that the statement that our product is developed by **** is not made from us, but a different company. Please see attached for details. Additionally, our policy also states that the longevity of your veneers is based on how they are worn and cared for. The warranty upon receiving your original pair of veneers is 30 days, however we offer up to 2 remakes. The 30 day warranty period restarts after you have received your first remake. The reason for our 30 day remake or return policy is because if you are experiencing fitting or cosmetic issues, that would be evident to our clients within the first 30 days. Unfortunately it is difficult to determine how veneers *** have been broken after the 30 day window, as there are numerous circumstances that *** be out of our control after that time period. You can also learn more about how to make them last longer by following this link: *********************************************************. Additionally, we have listened to the recorded call on 7/13/2023 and did not hear our supervisors claiming anyone abused the veneers in any way. We apologize for your frustration but we hope we were able to clarify any confusion surrounding your order details, policies, and correspondence. Certainly reach out to us if we can help in any way within our policy description here: ************************************************. We're here for you! Have a wonderful day.

  Customer Answer

  Date: 07/17/2023

  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]

  Falsified claim as to what was told to me by a supervisor. Business didnt offer any refund. 

   

   

   

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

  
  Sincerely,
  
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