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:04/14/2023

  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.

  On Thursday April 6, 2023 around 5:27 pm I placed and ordered to Pop On Veneers, on April 6, 2023 around 8:06 pm I canceled my order and received an email confirming my cancellation. On Friday April 7, 2023 I received and email that part of the order was shipped(even though I cancelled and received confirmation of cancellation the day before shipment), then on Monday April 10, 2023 I received an email showing my refund of everything except the item that was shipped well after confirmation of cancellation and was told due to Covid I couldnt return the item for a refund. Why did they ship the item, that would be useless without the remainder of the order, a day after confirmed cancellation? I would like a refund for this item and I will return the item unopened. Thanks, *************************.

  Business Response

  Date: 04/14/2023

  Thank you for reaching out, ******. We have attempted to look up your order details with the email and name provided here, however we were unable to locate your account with the provided information. We would need either the email used to purchase, the order number (begins with 88), or the name on the account. 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. The Pop On Promise details the fees that are kept at each stage of the customer journey which you can find here:  ************************************************. 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:04/06/2023

  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.

  The company states that their products will last 2 to 5 years. I have brought 4 sets in two years and I feel that's unfair. The veneers last about 3 moths before pieces begin to chip away and pieces comes from the space where you have missing teeth. I was working with the company as I brought 4 pairs at around 400 each and for the last pair I got broke while eating an ice cream sandwich and I would up swallowing it I called them to let them know what happened as I could have choled to death and all they could offer me was a another set at 400.i am requesting either all of my money I paid them .I will settle on 2 payments back and 2 replacement sets but I am not going to pay them again for a product thats not lasting 6 months.

  Business Response

  Date: 04/06/2023

  Thank you for your feedback, ******, we always look forward to improving our services with both our product and customer experience! Please note the longevity of the veneers depends on individual usage and how they are worn on a daily basis. You can also learn more about how to make them last longer by following this link: *********************************************************. Kindly understand that we are unable to determine the circumstances of how the veneers have been broken after a certain period of time, which is why we must uphold our policy as described. Additionally, we have attempted to research your order using the email address provided and were unable to find any active orders under your email address. Kindly email us at ******************************* with your order number (begins with **) so we may further assist you. We're here for you! Have a wonderful day.

• Initial Complaint

  Date:03/28/2023

  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 a pair of pop-on veneers. The first pair came in November 2022 and they did not fit, so I requested a remake kit to be sent. They say you can have up to 2 remakes. The 1st remade pair took forever to arrive, arriving on December 22, 2022.On January 9th, 2022 I emailed for a remake request as the material used to fill in missing teeth fell out. They were useless. They wouldn't stay in my mouth. I never used these to eat and was very careful. I figured it was a defect and required a new pair. I am within the 30-day warranty timeframe. They responded on 1/29/23 claiming I never contacted them to say I needed a remake or to tell them that was an issue with the pair they sent. They said that now the warranty is voided. I responded by telling them yes I did and even submitted the remake form. They never responded to me till after the 30 days up and their response was the warranty is voided because its beyond the 30 days to get a remake. I told them the product was defective and I did request a remake well within the 30-day time frame. December 22, 2022- January 9 2023 is less than 30 days. They will not honor their own warranty for the 2 remakes, as I did comply per their 30-day notice. I have the emails to prove my requests and the dates mentioned above.They need to honor their warranty.I am still paying for an expensive pair of veneers I can't use. This is a rip-off! I want either 100% refund for the way they scammed me or a new pair per their warranty. I am attaching the email correspondence.12/22/23 Pop on veneers received.1/9/23 complaint filed requesting new pair, remake. submission form and pictures sent. 1/29/23 first response from Pop on the veneers team to my remake request and the submission form was sent 1/9/23.1/29/23 Pop on says this is now past 30 days so they refuse to honor the warranty. I complied with the 30-day request, they waited till past the 30 days to respond to me.

  Business Response

  Date: 03/28/2023

  Thank you for your feedback, ********, 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:  ************************************************. Kindly note, the 30 day remake or return policy begins 30 days from the date in which you receive your veneers. We must receive the completed remake/return form within the 30 day period in order to process your request. We see your veneers have been delivered on 12/12/2023 and you have reached out to us on 1/08/2023 to initiate your 2nd remake. We have responded on  1/09/2023 with our remake/return form, which was to be completed by 1/12/23. However, we did not receive the completed form until 1/29/2023, which is unfortunately past your warranty expiration date of 1/12/23. Unfortunately since you are outside your warranty period no further action can be taken at this time. We are sorry your smile journey had to end this way, but we are here to help if you are ever looking to start your journey again. Have a wonderful rest of your day! 

• Initial Complaint

  Date:03/20/2023

  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 am extremely unhappy with the fact I am still making payments on these pop on veeners and the bottom has a crack the top has a hole and I havent even had them that long. This is ripping people off! I want a replacement set. Not a refund I love them but poor quality for the price is insane.

  Business Response

  Date: 03/23/2023

  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're happy to notify you that as a curtesy we have allowed a one time remake will be issued under the conditions that there will be no further remake or refunds as stated on our email on 3/21/2022. 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. Please reach out to ******************************* if you have any additional questions or concerns. We're here for you! Have a wonderful day!

• Initial Complaint

  Date:03/20/2023

  Type:Sales and Advertising 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 ordered the pop on veneers. They looked horrible. They were supposed to be money back guaranteed but that is a crock of. I contacted them to let them know first of all they look like horse teeth and they dont fit correctly. I was advised they couldnt locate my account based upon my email address but yet I receive an email every day from them. I followed up with the order number and never heard a word so last week I tried to call with no luck I waited on the phone for an hour. This is scam and they are made horribly dont do it. I only wore them to try them on. Order number. ********

  Business Response

  Date: 03/21/2023

  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: ************************************************. Kindly note, the 30 day remake or return policy begins 30 days from the date in which you receive your veneers. We must receive the completed remake/return form within the 30 day period in order to process your request.Upon further review, we do see that you have reached out to us on 02/22/2023 in regards to the veneers not meeting your expectations, however it was with an alternative email not associated with your order. We responded on 2/23/2023 requesting either your order number or email used to purchase, in which you have provided that for us on the same day. We were able to locate your account and on 2/24/2023 we emailed you the remake or return form to complete and initiate your remake or return request. However we have not received any additional correspondence from you since that time. We must receive the completed remake/return form within the 30 day period of the receipt of your veneers in order to process your request. We are deeply sorry your smile journey had to end this way, but we are here to help if you are ever looking to start your journey again. Have a wonderful rest of your day!

  Customer Answer

  Date: 03/29/2023

  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]

  
  

   

  
  

   Hello. I am disputing the claim that they sent me an email. I never received the email and I even followed up on march because I did not hear a response. No one contacted me at that time to say they sent an email to say hey resolved the issue. 

  
  

   

  
  

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

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

  Customer Answer

  Date: 04/14/2023

  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]

  
  

   I submitted it through the contact us and I tried calling  I mean I don’t know what else I could have done  bottom line your product is cheap and it looks horrible  the only way it will look like the way the pictures on your website is if your teeth are straight  and looking at my pictures yoi would have known this and should not have been done  bottom line your supposed to be the professionals  I would accept any offer  I would negotiate half since I’ve never worn them  

  
  

   

  
  

   

  
  

   

  
  

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

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

  Customer Answer

  Date: 04/14/2023

  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:03/09/2023

  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.

  Order # ***************** I made the purchase on Friday February 10. To visit the location on Monday February 13. I made the appointment online but i received the appointment confirmation late Not enough time to make arrangements. On the website states that I would need it. I got late for me to continue with the visit. On Monday February 13 I requested a refund on the website. Their Policy states that refunds are provided. I requested a refund 3 days after the order was made. They are refusing to refund my payment. This was an in person , no putty was shipped to me. They claim they cant provide a refund because I filled a dispute.

  Business Response

  Date: 03/20/2023

  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:  ************************************************. We have reviewed your case and have the following interactions on record: 
  
  On 2/10/2023 - You have requested to make an appointment for the following Sunday. We have responded the same day with options to make an appointment, however it was not delivered due to the recipients inbox being full. We have resent the email on the same day. 
  
  On 2/11/2023 we have received the following correspondence, "Ordered and payed. Appointment made for Monday 11:30 am. No email order info received. ************************* ************." On 02/11/2023 we reached out stating we could not find your order with the email address provided and requested an order number beginning with 88, or a separate email address the order may have been placed with, however on the following day with some guidance we were able to locate your order and confirm your appointment for 2/13/2023 11:30AM-11:50AM EST. 
  
  On 2/13/2023 we received a cancellation request as follows "Refund my payment please. No order verification email received. Unable to visit location for imaging" to which we have sent you the cancellation form on the same day. Unfortunately once we have received your cancellation form on 2/14/2023 it was brought to our attention that a chargeback has been filed by your banking institution. 
  
  Chargebacks are typically filed once a customer is unable to come to a resolution with a respective company and would prefer to escalate the issue to their bank for resolution. Unfortunately, once a chargeback has been issued, we are unable to take any action on your account. When a chargeback is filed, payments made by the customer are fully reversed and removed from our account. In other words, all payments previously made by the customer are no longer retained once a chargeback is filed. At this time, we are unable to proceed with any requests as a chargeback cancels the order and escalates the issue to the customer's respective financial institution. This is why we kindly ask all customers to allow us a chance to resolve their concerns prior to filing a chargeback. We will correspond with the respective financial institution to come to a resolution for the filed chargeback.
  
  Generally, your bank will review the evidence provided and resolve the chargeback within 60 days. 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! 
  
  

  Customer Answer

  Date: 03/21/2023

  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]

   

  I disputed the transaction with PayPal , I just called PayPal and they informed me that they sent a message to the seller to provide a refund for the order  PayPal is not doing any charge back  

  Refund the order back to PayPal.  Order number 88205808 .   PayPal dispute is closed .  Enough windows the excuses.  No charge back was done  

   

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

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

  Business Response

  Date: 03/24/2023

  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: ************************************************. Unfortunately, once a chargeback is filed we are unable to proceed with the order during that time as a dispute returns funds to the customer. Your financial institution has reviewed the applicable information and have come to a resolution in our favor with the evidence provided. We have contacted you on 3/23/2023 with the following information "Upon research, it appears that the bank has come to a resolution for the chargeback and has returned the funds to us. Unfortunately, we are unable to refund the order as the bank has come to a resolution for the funds. When we attempt to refund the order, we receive an error message. However, we will be more than happy to offer a complimentary set of veneers at the same value. If you would like to proceed with this offer. Kindly reply to this email with your desired Pop On Veneers shade and we will be more than happy to assist you." Please reach out to us at ******************************* if you would like to proceed with the available option. Thank you!

• Initial Complaint

  Date:03/08/2023

  Type:Order 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 wanted to give these a try. I paid close to $800 for top and bottom. Not only did they ***********+ months to arrive when they arrived I looked like a clown. I actually choked and spit out the bottom piece and it was lost. I stopped payment with about $100 left to pay and requested a refund. The company refused and said they would remake them but because I stopped the payment I needed to restart the payment and wait another ****** days!!! This company needs shut down. They also shut me off commenting and showing photos of the results to future customers.

  Business Response

  Date: 03/10/2023

  Hi ******,
  
  
  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. You have stated that your veneers did not get remade or refunded however, the remake that you requested and we input on 10/08/2022 requires a new impression to be completed, which we have not received, therefore are unable to remake your veneers. In regards to a refund, you requested and initiated a remake order during your 30 day warranty period. You also previously advised that your original veneers were lost, which means you would not be able to return them. For any refund to be issued, returning the veneers would have been required had you requested a refund rather than a remake. In addition, your payment plan has defaulted and there is a chargeback filed on your account. Unfortunately, once a payment plan defaults and/or a chargeback is filed, the warranty on the veneers is voided as chargebacks reverse the transaction and remove the funds from our account. We are unable to proceed with the order as the dispute returns funds to the customer. The only options available to us at the moment are to continue the correspondence with the respective financial institution or to proceed with the order if the dispute is withdrawn. Please note that even if the dispute is withdrawn so that we may proceed with a remake of the order, it can still take **** days for the dispute to be closed and the funds returned. Only when this happens will we be able to proceed, since the dispute itself has already refunded the customer. This is why we kindly ask all customers to allow us a chance to resolve their concerns before filing a chargeback. If you would like to proceed with the remake of your veneers, you can withdraw the dispute with your bank, and reopen your Partial.ly payment plan. Once it is successfully withdrawn, we will be more than happy to assist you further with your order request. We hope this helps clarify your inquiry! 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 to ******************************** We're here for you! Have a wonderful day!

• Initial Complaint

  Date:03/07/2023

  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.

  To whom it may concern,On December 29, 2022, I went into an AGREEMENT with POP ON VENEERS in good faith that they would do right by the consumer and provide me with the service that I requested. A kit was sent out to me and I followed the instructions as described. I returned the kit and waited for the finished product. I received an email stating that the molds were not good enough and I would be sent out a retake. Now let me be clear that there are THREE molds being sent out every shipment. After THREE tries, I was told that only the BOTTOM molds were approved and that another kit would need to be sent for the top. This seemed ridiculous, but I took the retake. Sent it back on January 6th 2023, I and I received an email stating that this too was not approved. I am requesting a FULL REFUND (-minus the FIRST RETAKE) for fraudulent practices, I feel this is only fair because I am being told that there is a $49 RETAKE FEE each time a kit is sent out. This is ridiculous and curious. I have reason to believe that my retakes were fraudulently not approved because there were no pictures or documents stating how the determination of the molds were not suitable and at some point, out of just doing good business, you would tell someone that perhaps this is just not for you instead of just having retakes being taken and therefore making sure that the refund will eventually expire or be reduced once the person decides to cancel and ask for a refund.I would like to try to remedy this because I was only refunded back $415 out of $565 and I have nothing to show for it. If I have to take this to the Attorney State General, the BBB, FTC, CPFB or a civil proceeding just for the principal, I am prepared to do so. It will cost you way more to defend this claim than for me to get the refund that I am entitled to. I didn't even get the bottom molds that were supposed to be fine. For that price I should have received something. I hope we can resolve this matter efficiently.

  Business Response

  Date: 03/13/2023

  Hi *******,

  Thank you for your feedback, we always look forward to improving our services with both our product and customer experience. We would kindly like to clarify that there is no additional cost to the impression kit. 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 ************************************************. 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 those additional resources. We would also kindly like to clarify that there is no additional cost to the impression kit, it is included in the overall purchase price, as we must account for materials used during the impression making process. 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 ************************************************. We certainly understand your frustration however you agree to our Terms and Conditions upon placing an order with us. Feel free to review our Terms and Conditions here: *********************************************************** We hope this helped clarify, certainly reach out to us if we can help in any way within our policy description! We're here for you! Have a wonderful day!
  

  
  

• Initial Complaint

  Date:03/07/2023

  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.

  I received my Pop On veneers on 1/4/23. However, I am extremely unsatisfied with the quality of the product. The two front center teeth of the veneers are abnormally large and projected outward. I cannot possibly wear them, as my mouth and smile appear to be distorted, due to the exorbitant size of the veneers.On 2/7/23, I made an appointment to have the veneers corrected for the scheduled date of 2/15/23. However, when I arrived at the office, I was told that I would be charged for the correction, because it was pass the 30 day policy.I am requesting a courtesy for the additonal fee, being that I was exhibiting COVID symptoms, during the aforementioned timeframe. If the veneers cannot be fixed, then I would like a refund of the $575 that I paid.As a matter of safety and precaution, I made my appointment once my symptoms subsided.I truly do hope that as a company who states that they are in the business of improving lives and self-esteem, Pop On Veneers can make an exception, regarding the additional fee. I do not have the means to pay extra costs for a product that I am not satisfied with, especially one with such obvious distortions. I am a senior citizen, 68 years old, who was ill and suffering from COVID symptoms, when I received the pop-on veneers. My health would have been put in danger upon making an appointment at that time. I would have also put others in danger, if I were seen at that time. I truly do hope that you understand the severity of my condition and the toll that it is taking on me emotionally and mentally.Thank you in advance for your assistance! I can be reached at ************, for further information.Order Number: ******** *******************************

  Business Response

  Date: 03/10/2023

  Hi *****,
  
  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 offer up to two remakes or a return for a partial refund per our Pop On Promise within 30 days of the receipt of your veneers (received 1/4/2023). The 30 day remake policy restarts after your first remake. Based on our records, we did not receive email correspondence, a call, or a submitted remake form from you within the 30-day window. We are so sorry to hear you had COVID and we are glad you are doing okay! Please note in order to proceed with a remake the remake form must be submitted however, unfortunately, at this point, we cannot offer a remake or a return for your order as you are now past warranty (Warranty expiration: 2/4/2023). That said, we have great news! As your order would require new impressions or a redesign of your original impressions, 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. Please reach out with any further questions to ******************************** we're happy 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. We're here for you! Have a wonderful day.
  
  

• Initial Complaint

  Date:02/28/2023

  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 placed an order for custom veneers, had a very hard time for weeks getting in touch with their office via phone or email.I had gotten similar products from 2 other companies to compare. I made an appointment to pick up the veneers from this location but never made it due to transportation issues. I had or so I believed, had arranged fornthe veneers to be sent to me in the mail. Months later i never got them, my status on my order showed unfulfilled, and when I inquired why I was told they were ready for pick up. I called the office and was told after a few months the lab doesn't keep them, and that they would likely have to make a new set and expedite the lab making them. I then get a supervisor telling me that I did in fact pick them up. I have all the emails explaining what happened. They told me that they do not require photo ID, that they only require a signature, they sent me a signature I do not recognize. They then told me that you have to be vaccinated to enter the building, which I am not. When I explained I'm not vaccinated they said that it's okay if I'm not vaccinated that they only require an ID and signature to pick them up if I'm not planning on spending long inside the building. Contradicting everything they say, they are lying to cover up that they made a mistake but do not want to reimburse me the almost 600 dollars I spent on the product. I have every email of them contradicting themselves and was told they have the audio recording of the employee telling me they would likely have to make a new pair. Please feel free to contact me if you need any other information. Thank you.

  Business Response

  Date: 03/02/2023

  Hi *****, 

  Thank you for your feedback. We're honored to have been chosen by so many customers to venture on their smile journey together and were proud to continue delivering thousands of smiles with raving reviews. We see that you have mentioned that you were unable to pick up your veneers, however on 10/26/2022 we have this email correspondence on record: 

  "10/26/2022
  *** * **** ****** ** ** ******* *** **** ***** *** ********* ***** ***** *** ** ***** *** ******* * *** ******* *** ******* *** ** *********** 
  
  Please contact me to set an appointment to have them fitted properly, thank you"

  In which we responded on 10/26/22 with a request to fill out our remake/return form. On the same day you requested us to call you, in which we did and were unfortunately unable to reach you. 

  After that point in time we have had some back and forth within our correspondence, in which we presented the entirety of the information we have received from you, along with the signature on record from the scheduled pick up date. We would like to kindly note that all information provided to you has been the same, except for our clarification with our retail team on how they handle our vaccination requirement with order pick up appointments. Our retail team has clarified that if a customer is coming to pick up their ******************** and are leaving without trying them on, as they are not spending much time in our office, you are allowed to come in, show ID, sign for your veneers and leave without verifying the vaccination status or negative COVID-19 test that you state you have when booking your appointment. We sincerely hope this helps clarify some confusion, and apologize for any misunderstanding. 

   We appreciate the feedback from our customers, as thats how we continuously improve our product design technique and continuously improve our services. Kindly reach out to ******************************* for any other questions or additional clarification. We're sorry your smile journey had to end this way, but we hope this helps clear up any misunderstandings. We hope you have a fantastic rest of your day! 

  Customer Answer

  Date: 03/06/2023

  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:

   

  As per our previous conversation, you are already aware that the attached email was intended for another company, As I bought 3 from 3 different companies. You have no follow up on that email because I realized my mistake. I obviously wouldn't have kept veneers that didn't fit in my mouth. 

  You also have absolutely nothing to show that I picked up my veneers, other than a signature that clearly does not belong to me. 

  You told me that in order to pick them up I would have had to show photo ID as well as proof of vaccination however when I explained I am not vaccinated you changed that requirement and said that because I was only in the building briefly I would have to have provided proof of a negative covid test. 

   

  I've only ever taken one covid test, and my medical records can prove that. Medical records I offered you. 

   

  Furthermore, i would like to address the constantly changing information I recieved. Your company has so many negative reviews from people who were scammed, I wish I had seen them first. 

   

  Total lack of professionalism, constantly changing and contradictory information, and a pick up process that doesn't require any identification of the person picking up their order are enough for anyone to see that this whole thing is a scam.

   

   

   

   

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

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

  Business Response

  Date: 03/08/2023

  Hi *****,

  Thank you for your response! However the email you have sent us matches with the date and time frame in which the veneers were picked up (10/26/2022), and the signature we received on the date of pick up verifies this as well. As previously mentioned, our COVID restriction guidelines have changed for a pick up as our retail team advised that if a customer is coming to pick up their ******************** and are leaving without trying them on, as they are not spending much time in our office, they allow you to come in, show ID, sign for your veneers and leave without verifying the vaccination status or negative COVID-19 test that you state you had when booking your appointment. Additionally, you have stated that the email was a mistake an you were picking up your veneers through ********** and not our company on that day. However, we have confirmed that ********** does not have a *** office, they are located in ********. We certainly understand there may have been some confusion, and we are doing our best to clarify in any way we can. Certainly reach out to us if we can help in any other way. We're here for you! Have a wonderful day.