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:07/12/2023

  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.

  This company falsely advertises their products and services. They couldnt use any of the free impression kits they sent to make my veneers so after it had been 2 months of this back and forth I decided Id rather just have my $600 back. I was informed the cost of the free impressions kits would be deducted from my refund. I was informed that full refunds are only given 1 hour after ordering. What a complete scam.

  Business Response

  Date: 07/12/2023

  Thank you for your feedback, ********, we always look forward to improving our services with both our product and customer experience! 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. 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. After reviewing the photos of your impressions, it appears that impression has drag marks meaning your teeth appear longer or wider than they actually are. Kindly note that 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. Youre welcome to email us at ******************************* with your order number so we can provide additional resources. We're always here to help! If you would like to proceed with your cancellation, please note we will need the cancellation form sent to you on 7/6/23 to be completed. 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:07/05/2023

  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 paid over $500 and I dont have a complete set. They told me to send back the lower arch when I told them they didnt fit correctly. They kept resending impression kits and rejecting it each time. Its a scam. The teeth are huge and I feel ROBBED.

  Business Response

  Date: 07/06/2023

  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. 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. 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. 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 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. Youre welcome to email us at ******************************* with your order number so we can provide additional resources. It's our goal for you to be celebrating your new smile, and when there's an issue, we want to make sure we resolve it for you. 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.

• Initial Complaint

  Date:07/05/2023

  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 have paid almost 800 dollars for top and bottom veneers at rip off pop on veneers and I eventually got a refund of 283 for veneers I no longer have . I asked for a refund for the first set because they looked like big chicklettes (big square teeth) and were loose but they told me I had to get a remake first. They then sent out the wrong kit. I called and told them they sent the wrong kit and not to send another one I just want a refund. They stated I couldnt get a refund at that time because they had sent out a kit even though it was the wrong kit. They also sent an email stating that if the remake was not approved after doing the virtual video that I would receive a full refund. Of course the remake was approved (bogus). When received first remake back the veneers were very tight cutting into my gums and the the teeth were larger than the first causing bleeding. I emailed and attempted calling and was sent a return label. Another email was sent in reference to a partial refund which is nothing but a rip off.. so after all the bogus deductions I received 283 dollars with a loss of over 500 dollars and no veneers to show for it. Something needs to be done about this company and its promise to rip you off. I have attempted to call with no success because they are not answering the phone-I wish I had read the reviews here instead of their website to avoid being robbed.. I will pursue this further because this is ridiculous. I am on a fixed income and just wanted a beautiful smile and ended up getting conned.

  Business Response

  Date: 07/06/2023

  Thank you for reaching out, *********. We have reviewed your account in full and see that you are requesting an additional refund stating that you should not be held liable for the remake as you did not ask for it but asked for a refund first and was told you are not able to do so. On March 14, 2023 our company received its first correspondence from you which was your smile photos. The next correspondence was March 28, 2023 where you requested to know the remaining balance of your Partial.ly plan, which was provided to you.
  
  On March 29, 2023 you then reached out requesting a remake for your Top veneer. At no time prior to this was a refund ever requested. You then had some back and forth correspondence with our representatives as they were gathering more details for your remake request as in the notes of the first remake request you also included a few adjustment requests for the bottom arch. Our representatives wanted to ensure the correct arch/arches were addressed in your remake.
  You responded to our representatives assisting you and advised on April 1, 2023 that yes, you would like both arches remade and at that time you were asked to please fill out a remake form with both arches included and all details for our lab. You then again reached out on April 12, 2023 stating you are trying to get a remake and having issues doing so. One of our representatives assisted you and you for a second time filled out a remake request form, then reached out after it was submitted advising us that you completed it and tried to include more details for your request and to again request the remaining balance of your Partial.ly plan. After a few more correspondence exchanges with our company you reached out on May 9, 2023 requesting a refund breakdown if you were to cancel your remake. Per the Pop On Promise and Legally binding contract you signed at the time of purchase, you were well past your 30 day warranty.
  
  This means you could chose to proceed with your remake request or keep the veneers you had and were no longer eligible for a return and partial refund. You spoke with a supervisor on May 22, 2023 and agreed that you would like to proceed with the remake as you were not eligible for a return. Our Pop On Promise is listed on our website to review at all times, was agreed to at the time of purchase, is listed in the legally binding contract you agreed to and signed, there is a link in the signature portion of every email correspondence, as well as the body of any and all emails pertaining to cancellation, remakes and returns. You agreed to the Pop On Promise a third time on June 21, 2023 stating that you read and understood and agreed to the Pop On Promise on the return request form that you filled out. We also see that you started if your impressions did not pass you would be provided a full refund. At no point where you advised of this. Our policy is very clear that full refunds are issued if the order is cancelled within one hour of the purchase. I have also listened to the phone call with the supervisor you spoke with on May 22, regarding the video impression and if your impressions do or do not pass. At no point did that Supervisor advise you that you would receive a full refund for your order at any point in the process. At this time, you are not eligible for any further funds as your partial refund was processed per the Pop On Promise Policy you stated that you read and understood and agreed to on multiple occasions. We are sorry that your 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. Please do not hesitate to reach out with any other questions to ******************************* Have a great day! 
  
  

  Customer Answer

  Date: 07/08/2023

  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:

  [because the statement is not true 

   

   

   

   

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

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

• Initial Complaint

  Date:06/29/2023

  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 had ordered a year ago and had mature tan. I ordered a new set and set it to mature tan, but after check out the color was changed to natural white. My credit card is already pending/charged and yet the order has NOT shipped. I contact them to cancel the order since they refuse to change the color to what I ORIGINALLY ordered and wanted this time. they give you this 'refund/cancel' page to fill out but it NEVER loads EVER on ANY machine. This has NOT shipped. I want my money back or give me the color I asked for. When they ship it to me against my will, I will return it, but they charge you the outrageous fee for it and Im filing with my bank. ALL THEY HAD TO DO was keep my same color!! ** send all the proof I need of endless communications between us and their 'customer service'.

  Business Response

  Date: 06/29/2023

  Thank you for reaching out, ****. We're sorry to hear you've been having trouble filling out the the cancellation form. We have sent you an alternate way to cancel your order via email on 6/29/23. Kindly check your email for additional assistance. We're always here to help! It's our goal for you to be celebrating your new smile, and when there's an issue, we want to make sure we resolve it for you. Certainly reach out to us if we can help in any way within our policy description here: ************************************************. Also note, our email response time is typically 24 hours from the moment it is received.
  
  
  We would also like to clarify that per our Pop On Promise, Spare Veneers are not eligible for a remake for a color change once an order for spares is placed, as the production of your custom- made veneers begins immediately. As your veneers are not eligible for a color change, as a courtesy, we would love to offer you a special limited time offer to purchase a set of Spare Veneers! This way you will keep your Natural White veneers, and you can purchase the color you're requesting at a deeply discounted rate! Please reach out to us if you are interested in our offer at ********************************

  Customer Answer

  Date: 06/30/2023

  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]

   Stop trying to get me to buy more products.  YOUR system messed up the order, I NEVER WANTED natural color ONLY the mature tan.  It's what I had before.  

   

   

   

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

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

  Customer Answer

  Date: 07/07/2023

  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:

  My name is ******** and I am the Smile Success Team Manager here at Pop On Veneers.oYour account was escalated to me for review.id like to start by apologizing for the frustration that you've experienced with your Spare Veneer order! do see that you placed your order on 6/27/23 and it was processed for Natural White.You contacted us less than 10 minutes after your order was placed advising that it should be for Mature Tan instead.while our agents did advise you correctly of our policy, that Spare Veneers are not eligible for a remake due to a color change, this scenario is one exception.s you contacted us not only the same day, but within minutes of your order being placed, this should have been escalated to supervisors at that time for review.

  When my correct color is made and sent then Ill drop this. Not until then.

   

   

   

   

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

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

  Business Response

  Date: 07/07/2023

  Hi ********,
  
  Thank you for your response. We have reviewed your account and can confirm that our smile care team has created the new order for a Mature Tan top Spare Veneer. Please let us know if you have any other questions or concerns to ******************************** Thank you! 

• Initial Complaint

  Date:06/22/2023

  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 was told the product had a year warranty and when I called to get a replacement I was then told only 30 days. They lie I want a refund or a replacement product

  Business Response

  Date: 06/22/2023

  Thank you for reaching out, ******. 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. Per our Pop On Promise we offer 1 remakes or a return within 30 days of the receipt of your spare veneers. 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:06/21/2023

  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.

  Pop veneers employee stated I was a candidate for some veneers, pictures were sent they were approved and when they arrive they say he is not a candidate. Now I need to pay $49 for a teeth tray that I was lied about to.

  Business Response

  Date: 06/22/2023

  Thank you for reaching out, *******. We are sorry to hear this, however we would like to clarify that our policy states that anytime after the one-hour window, partial refunds are issued. 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. The Pop On Promise details the fees that are kept at each stage of the customer journey which you can find here: ************************************************. After reviewing the details of your order, we have provided you with options to either continue with a remake order to try again for your veneers or to process your order as a return for partial refund. We see you have opted for the option to complete a partial refund, less the impression kit. 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:06/20/2023

  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 sent an email out about how big my things were made, and how they broke in there only replacing one part of my veneer in within 30 days they broke broke after 32 days and they wont take care of the top ones

  Business Response

  Date: 06/22/2023

  Thank you for reaching out, *******. 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. From our records, we do see you reached out to us within the 30-day window. However, we did not receive a completed remake form from you within our 30-day window. Please note in order to proceed with a remake the remake form must be submitted.Although we did not receive a completed form from you within our 30-day window, we have extended a complimentary remake of your bottom **********'s our goal for you to be celebrating your new smile, and when there's an issue, we want to make sure we resolve it for you. Certainly reach out to us if you have any additional questions. We're here for you! Have a wonderful day.

• Initial Complaint

  Date:06/16/2023

  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 purchased 1 set of vaneers top & bottom I contacted the sell numerous times about the product how they dont fit also they cracked in half I wanted a refund they said that I could only get a partial refund but they advertise if not satisfied full refund they sent me a replacement vaneer but it was worse then the first set Ive sent many emails but no response at this point Im out of roughly ****** this is not right

  Business Response

  Date: 06/19/2023

  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. 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. You have stated that you have reached out to us multiple times with  no response, however upon further research we see that you have reached out to us on 4/4/2023 in which we have responded to your inquiry on 4/4/2023 at 4:19pm to the email address on file. Our response included the following details, " We see we have tried twice to remake your veneers, however, you are still not satisfied. Unfortunately, at this point we cannot offer a remake or a return for your order. That said, we have great news! As you are experiencing fitting/gum line issues with your veneers, we can send an invoice with an exclusive discount to place a brand new order with us. This exclusive discount will take 30% off the order of your desired veneers. Kindly let us know if you would like to take advantage of this discount, and we can email you an invoice to complete your purchase. " It's our goal for you to be celebrating your new smile, and when there's an issue, we want to make sure we resolve it for you. 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.
  
  

• Initial Complaint

  Date:06/12/2023

  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.

  I initially paid for my veneers via Affirm. I have made every payment on time. I had a lot of trouble getting my impressions done because my mouth is small. They finally made me a veneer but it hurt and did not fit correctly. They sent me another impression kit, but I continued to have difficulty. Finally I just asked they refund the rest of my money (minus the fees for the kits and such). The person I spoke to on the phone said they would refund me as soon as I sent my veneers back. I did send it back. When I didn't get a refund I called Affirm, who said they had never been given a refund from Pop. I called Pop and was told I had to go through making an entire new set of impressions and then maybe I'd get my money back. They honestly made it so confusing I didn't know exactly what I needed to do. Do I make the impressions and send them in with a request for a refund? Do I wait for another set of veneers and then ask for a refund? No one I spoke to gave me the same answer. I know I'm not owed the entire amount. I just want to cancel this and get whatever I'm owed back.

  Business Response

  Date: 06/16/2023

  Thank you for reaching out, *******! We see you would like to proceed with a return instead of a remake. Please note we offer up to two remakes or a return for a partial refund per our Pop On Promise. As you have already initiated your remake, unfortunately, you are not able to initiate a return at this time. As this is your first remake, you are more than welcome to initiate a return within 30 days of receiving your remake set. If you receive your first remake, and your original veneers have not been returned, you will not be eligible for any further remakes or a return for a partial refund. Kindly email ** at ******************************* so we may further assist you. We're here for you! Have a wonderful day!

  Customer Answer

  Date: 06/16/2023

  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:05/26/2023

  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 purchased a top and bottom veneer. The bottom veneer was incomplete and didn't cover all of my teeth like the top ********** was awkward and uncomfortable. So, I returned the bottom veneer with explicit instructions (as per their guidelines) to correct the problem. When I received the remake, it was exactly like the first bottom veneer, not corrected per my instructions, it was a duplicate. My inquiries about this were ignored. They kept telling me that they can remake another veneer (the second and last time they would offer that remake). But, they never acknowledged their failure to remake the veneer per my instructions. At that point, I asked for a refund for the bottom veneer and I would keep the top veneer. They came back with a detailed receipt that indicated the refund would be less than one dollar. They claimed that I would have to pay for the two bottom veneers, even though they didn't remake with the changes I requested! They have refused to comply with the contract and I ended up getting stiffed.

  Business Response

  Date: 06/05/2023

  Thank you for reaching out, *****. Here at Pop On, we stand by our Pop On 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 Pop On Veneers are custom-made veneers just for you, so we must account for time, labor, and materials used to create your veneers. 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!

  
  

  Customer Answer

  Date: 06/27/2023

  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]

   Pop On Veneers' promise sounds good in theory, but they failed to provide me with the correct remake and I have the emails to prove it. They give specific instructions as to how to submit the remake request. I did provide detailed instructions for the remake. Unfortunately, they completely ignored my detailed instructions and simply sent back another veneer exactly like the first veneer. That's not a remake, that's a duplicate, which is not what I asked for. Pop On did not address their failure to remake the veneer per my instructions. Instead, they kept promoting their "Promise" and never once acknowledged that they sent a duplicate, not a remake.

  At that point I asked for a refund, so they charged me for the veneer and the duplicate and refunded only a few cents. I am due a full refund for the bottom veneer based on their promise. If they claim it was past the refund date, then they are to blame for that too in that they dragged their feet and ignored all of my requests for a proper remake, an explanation of their inability to produce a proper remake, or restitution.

  I am happy to provide all of the email correspondence between Pop On and myself to back up my claim.

   

   

   

   

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

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

  Customer Answer

  Date: 08/16/2023

  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]

  Now, we're going in circles, and since I already shipped both identical bottom veneers back to you, I cannot provide images.

  You did not address my request to send the bottom veneer back to me. Since I have paid for it, I should be able to obtain the veneer as is my right. I will pay to ship the bottom veneer back to me.

   

   

   

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

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

  Business Response

  Date: 08/18/2023

  Thank you for your response, *****. We have escalated your case to our supervisors and received approval to reprint your bottom veneers. Kindly note: it will take approximately 2 weeks to recreate your bottom veneer using the scans we have on file. Please email ******************************* to approve your complimentary bottom veneer. Once we have your approval we will place your order into production. Please reach out if you have any additional questions or concerns to *******************************. Have a wonderful day!