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:02/21/2023

  Type:Billing 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.

  Well I ordered the veneers. And they rub on the left bottom side. The top teeth are so long I feel like a rabbit. They also make my upper lip stick out like duck lips. They make me slur my words. And they do not fit proper they are very wide. They are made of a CHEAP PLASTIC. And the have do not fit properly. So I said last week to cancel my order. And next thing you know they came in the mail. 02-16-23. So I called them numerous times. They are sending me another kit. And they also made my mouth hurt. Please help me with getting a refund? Or to stop them from taking ADVANTAGE of people. Thanks for your Prompt Attention to resolve

  Business Response

  Date: 02/22/2023

  Hi ******,

  We're deeply sorry to hear there has been a gap in communication. Our team typically responds to inquiries within 24 hours, so we certainly want to take a close look at any concerns you may be having. 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 appreciate the feedback from our customers, as thats how we continuously improve our product design technique and continuously improve our services. Our veneers come with a guarantee, and we always offer a refund as described in our Pop On Promise ************************************************. We're here for you every step of the way! Please reach out to us directly at ******************************* Have a wonderful day!
  
  
  

  
  

  Customer Answer

  Date: 02/22/2023

  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:02/17/2023

  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 receive the first pair of veneers, they were nice, I was excited, however they were bulky, uncomfortably and didnt fit correctly. I did a remake and basically had the identical problems with the remake. I request a cancellation and refund, and this is where the company became dishonest and unprofessional. With the remake you must return the 1st pair of veneers and impression with the remake molds which I did. I even sent in a detailed description of what was wrong, and they DID NOT change a thing and sent back the remakes with the same problems as the 1st pair. I return the remake and asked for refund. They LIED and said I never return the 1st pair, which is one of the requirements to receive the remakes. They even went as far as to stage fake pictures of the return kits with missing veneers and impressions, and molds. They finally honored my refund, after indirectly calling me a liar. And refund $271 and left me paying $557 est. Basically making pay for veneers that I do not have. My financing charge was only $78 which I understand I have to pay, but to still have to pay for veneers I do not have is ridiculous. The company is a fraud and untrustworthy. The remakes veneers also cracked, When I tried them on. The product is not worth the money and the false advertisement. So, POV have both pairs of the veneers and I still had to pay $600 est. consumers beware, go to Truesmile and get treated right and get great veneers for affordable price, without being scammed. The veneers look nice when you take pictures and put them online but in person you can see how bulky and fake they look, you can hear the lisps it creates, you cant eat with them, thats the biggest lie of the reviews, you basically can only smile with them, but not too wide because you can tell they are fake. Making me pay $576 est. for veneers I do not have is wrong and robbery. They only return $271 of the $780 est of the finance charges. This cant be legal. This is so frustrating

  Business Response

  Date: 02/17/2023

  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're thrilled that many of our customers enjoy celebrating their new smiles with Pop On Veneers and they share wonderful feedback. We're honored to have delivered thousands of smiles with raving reviews. We're very grateful to the many customers that share their experience! ************************************************ 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. We're here for you! Have a wonderful day.
  

  
  

• Initial Complaint

  Date:02/13/2023

  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 pop on veneers and immediately emailed them asking to cancel the order. It says you can cancel within the first hour of purchasing them and I did it within 10 mins of placing the order. They will not cancel it! Plus they are trying to keep my deposit of $99. There fees were not upfront and did not see the extra charge until after I placed the order. They wouldnt allow the coupon code and it said free shipping but I was charged $50 for it. I have not received anything from them and I legally had an hour to cancel the order. The reviews are terrible on the BBB site and online. I just want my order canceled and refunded. This place is horrible!

  Business Response

  Date: 02/13/2023

  Hi Summerstar,

  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:  ************************************************. Kindly complete the cancellation form sent to your email in order to process your request. You can also email us at ******************************* so we can look further into this matter, or resend you the cancellation form as needed. 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. We're here for you! Have a wonderful day.
  
  

  
  

• Initial Complaint

  Date:02/07/2023

  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.

  Last May I received a set of veneers from. With the veneers I was given a cleaning solution for deep cleaning if the veneers got stained with instructions on how to use the cleaning solution. A couple of days ago I used the cleaning solution as directed and it caused the veneers to shrink and split in multiple different areas. After contacting the company I was told the only thing they could offer was for me to pay for another set for 50% off around $340.. This is their product and their cleaning solution that caused their product failure. Their warranty is below the standards of almost every company out there that charge more than half the price as what Pop on veneers charges for theirs. I reached out to customer service and requested to elevate it to a supervisor and was basically told too bad we dont care were only giving you 30 days for a warranty on this product. After spending $679 which was partially a rush to get them done and delivered to me it took them over a month to get me the product which would void my warranty before I even received the veneers. I feel this is a scam, I believe they are selling a product they know will fail with the hopes of trying to get innocent people to continue to re-purchase from them a product that should last a substantial amount of time. One of the reasons why I purchased from this company was because I was told I would be able to eat with this product in and that is impossible to do, even mashed potatoes create a problem eating when it comes to having these veneers in. I am making this complaint hoping to get either a refund for this horrible product or at minimum a replacement and to warn others to stay away from this company. Companies need to stand behind their product and not just try to take money from trusting individuals.

  Business Response

  Date: 02/07/2023

  Hi there! 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: ************************************************. 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're thrilled that many of our customers enjoy celebrating their new smiles with Pop On Veneers and they share wonderful feedback. We're honored to have delivered thousands of smiles with raving reviews. We're very grateful to the many customers that share their experience! ************************************************ 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. We're here for you! Have a wonderful day.
  
  

  
  

  Customer Answer

  Date: 02/07/2023

  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:

  [Your Answer Here]

   

   Pop on veneers is nothing but a scam! If their product was so great they would not send 100s of emails a month with different promotions that are full of fraud and they would have a standard 12 month warranty. With as many complaints as they have on this website and including what is on ****** it is obvious that POP ON VENEERS doesnt care about its customers or anyones smile. They are extremely overpriced, they do not follow through with fast delivery and their junk plastic veneers are garbage that do not last. The fact that they send out veneers with specific cleaner that ultimately destroys the veneers is also more proof that the company is a scam. DO NOT TRUST OR BUY FROM THIS COMPANY. 

  Their responses are all the same. They take no responsibility for their actions. A full list of employees needs to be listed so we all know who the scammers are. This company needs to be shut down!

   

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

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

  Business Response

  Date: 02/17/2023

  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. 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're thrilled that many of our customers enjoy celebrating their new smiles with Pop On Veneers and they share wonderful feedback. We're honored to have delivered thousands of smiles with raving reviews. We're very grateful to the many customers that share their experience! ************************************************ 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. We're here for you! Have a wonderful day.
  

  
  

• Initial Complaint

  Date:02/01/2023

  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.

  After research, I found this company and thought it would be a temporary fix of a smile, paid a down payment as they mentioned of $99.00. After a few days got an impression kit to start the process of getting the veneers and completed the process of getting the impressions, and sent them back. After a few weeks, I never received any communication from them about receiving, so I sent an email, their response was," impressions no good, remake". Waited another 2-3 weeks remake and sent it back, after a few weeks I had to email them again about the 2nd remake, same response "no good impressions, remake needed" at this point the material and product in the kit are obviously cheap and that is why the impressions are coming out terrible each try. Now for a 3rd impression, they advised me I needed to pay another $99.00, why when an account for monthly payment was already created and I paid $99.00 at the beginning. With no success and a continuous back and forth to re-do the impressions I decided to cancel, now they are refusing to refund me back my monies, scammed me out of $200.00, and won't accept that their products are defective and made of poor material. I requesting a full refund immediately.

  Business Response

  Date: 02/07/2023

  Hi there! 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. With detailed impressions, your Pop On Veneers can be designed to fit precisely over your teeth with the perfect snap so you can be confident that they will fit securely while you wear them. We also have many options to provide additional guidance! At Pop On Veneers, we aim to give our customers the best experience possible- especially when assisting with any questions or concerns.  There are a few details we would like to clarify. 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:  ************************************************. There are many different stages in an individual's PopOn journey, and we issue refunds depending on where you are in your journey and within the warranty period. 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're thrilled that many of our customers enjoy celebrating their new smiles with Pop On Veneers and they share wonderful feedback. We're honored to have delivered thousands of smiles with raving reviews. We're very grateful to the many customers that share their experience! ************************************************ 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. We're here for you! Have a wonderful day.
  
  
  

  Customer Answer

  Date: 02/11/2023

  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 did not address my issue, this was a scam , if I paid for something and cannot complete the purchase, I need a refund, if I have to dispute this with my credit card company I will. I paid I got no services, give me my money back, its that simple!

   

   

   

   

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

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

  Business Response

  Date: 02/17/2023

  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. Here at Pop On, we stand by our PopOn Promise which is available here: ************************************************. Our policy states that anytime after the one-hour window, partial refunds are issued. We're sorry your smile journey had to end this way. 
  
  
  

  
  

• Initial Complaint

  Date:02/01/2023

  Type:Billing 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 from this company on December 18 2022, provided the impression kit of my teeth and the product they sent me didnt fit my teeth, looked horrible and made of plastic, similar to the fake teeth children wear for Halloween. I returned their product immediately upon opening with the premade **** label they sent and not only has my return status disappeared from their website, they are still charging my account for the recurring payments in full. This company is selling a bad product and they have a 30 day return policy so they should honor the customer when the customer is not satisfied with their product, especially when their product is this bad for $768! I should not have to pay a dime!

  Business Response

  Date: 02/07/2023

  Hi there! 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:  ************************************************. 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're thrilled that many of our customers enjoy celebrating their new smiles with Pop On Veneers and they share wonderful feedback. We're honored to have delivered thousands of smiles with raving reviews. We're very grateful to the many customers that share their experience! ************************************************ 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. We're here for you! Have a wonderful day.
  
  

  Customer Answer

  Date: 02/09/2023

  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 do not want your remade plastic Halloween teeth. Maybe sell to spirit Halloween but I am entitled to a refund regardless. Its not the customers fault you falsely advertise a bad product.

   

   

   

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

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

  Business Response

  Date: 02/27/2023

  Hi there!

  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:  ************************************************. 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, which we did, however in the middle of the refund process you have filed a chargeback. Unfortunately, once a chargeback has been issued, we are unable to take any action on your account. 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. Generally, your bank will review the evidence provided and resolve the chargeback within 60 days. We hope this helps clarify and are sorry that your smile journey had to end this way.
  
  
  

  
  

  Customer Answer

  Date: 02/28/2023

  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 is trying to charge me $224.49 for a product which they have in their possession. I am requesting that Pop On Veeners produce a legally binding signed contract which holds me to that ridiculous return policy. If they cant produce my signature, they cant hold me to it. They have their product. Therefore its not my problem. If charging an unhappy customer $224.49 for nothing is how they are doing business then I really hope at the very least that comes from this is that the prospective customers who are deciding on this company and hopefully looking at BBB first see this thread and make their decision to not buy from this fraudulent company. Its my experience and all the others that are proof for customers to take their business elsewhere. Were the customer have the right to agreeing with what we pay for. And the company has to follow through with that complaint in a way that OSS satisfactory to both sides not just their own. They are taking peoples Money. That is stealing and wrong.   This practice should be unlawful. 

   

   

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

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

• Initial Complaint

  Date:01/31/2023

  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 the product from Pop on veneers.I paid ******. I was sent the impression kit for my upper teeth. I did the first take didn't fit well they were loose. I let them know that and to correct the problem. They sent me the retake with larger mouth pieces to make another impression I could barely insert them inside my mouth.and they sent back to me the finished retake. They were worse than the first take I asked for a refund they told me to fill out form they sent me, I sent it back in a timely matter 30day to receive a refund. They stated that I didn't file within the time frame. Which I did. And that they would keep their pop on Promises every step of the way and work with me. I have since been ignored by this company each time I contact them also by form. No response have I gotten but excuses over and over. I just want my hard earned money paid back to me. The photos are with the product in mouth and fitting loosely and to large to wear . I am a unsatisfied customer and want to have this issue resolved once and for all. Thank You Sincerely ***********************

  Business Response

  Date: 02/02/2023

  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 appreciate the feedback from our customers, as thats how we continuously improve our product design technique and continuously improve our services. We always offer a refund as described in our Pop On Promise ************************************************. We're here for you every step of the way! Please reach out to us directly at ******************************* Have a wonderful day!
  
  

  Customer Answer

  Date: 02/07/2023

  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:

  [Your Answer Here]I am not satisfied with the company,s response. I have contacted them several times to try and make this correction for my full refund of ****** paid in full of purchase of product and have been trying to work with them , and have made contact with them within time frame of requirements to receive said refund. All I have received from them is more ads to purchase product and save money and I reject them. They have not kept the Pop on Promises or been with me on "every step on my journey"  I just want my hard earned money paid for back to my account. Please and Thank You.

   

   

   

   

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

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

  Business Response

  Date: 02/17/2023

  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. 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. Unfortunately, we do not have record of a completed remake/return form. We're sorry your smile journey had to end this way.
  

  
  

• Initial Complaint

  Date:01/31/2023

  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 on veneers I feel.uses a bait & switch approach. They pump their ads with how real they look. How they click on. How well they are made. That is the farthest from the truth. They are not well made. They do not click on. They do not look real but they still charge you if you want to return because of their mistakes. Unacceptable. Due to them saying hiw great they are then receiving cheap junk that look fake, have manufacturers defects, and are the furthest from what they advertise I do not want a remake. They lie.

  Business Response

  Date: 02/02/2023

  Thank you for your feedback. We're sorry your veneers are not meeting your expectations. We're always here to help! Its our goal for you to be celebrating your new smile, and when theres an issue, we want to make sure we resolve it for you. We understand that sometimes things dont work out. We stand by our guarantee and we're happy to offer you an adjustment or a refund as described in our Pop On Promise ************************************************. We're honored to have delivered thousands of smiles with raving reviews. We're very grateful to the many customers that share their experience! ************************************************ Certainly reach out to us if we can help in any way. We're here for you! Have a wonderful day. 
  

• Initial Complaint

  Date:01/27/2023

  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 set of top and bottom veneers from this company on June 14, 2022. Received the impression kit June 16th. Contacted them on July 26, 2022 to inquire as to how long it would take to get my veneers. Was told they had a backlog but should receive by August 1, 2022. Finally received notice of shipment on August 6 with a $50 refund for my trouble. When I received the veneers, they did not fit so i reached out to them. They sent me out another impression kit that was larger than the first kit. I received notification of the new shipment of the remade veneers on October 21, 2022. When I received these, I immediately emailed them on November 1, 2022 to tell them these still did not fit. I did not hear anything back from them. I emailed them, from my original email from November 1 to inquire about returning them. At that time, I was told I was out of warranty. I asked them how can I be out of warranty when it was their fault they did not respond to my email that they did not fit. They then agreed to issue a partial refund of $332.55 out of the $541.55 that I paid. I finally just said fine, just give me the return information and i will send them back. When I sent them back, they now only refunded me $233.55 instead and claimed that they changed their mind on how much they'd refund me. This is not acceptable business practice at all!! I have all of the email proof that shows everything mentioned above including the amount of my refund yet they still refuse to honor that amount!

  Business Response

  Date: 02/01/2023

  Thank you for your feedback. We're sorry your veneers are not meeting your expectations. We're always here to help! Its our goal for you to be celebrating your new smile, and when theres an issue, we want to make sure we resolve it for you. We understand that sometimes things dont work out. We stand by our guarantee and we're happy to offer you an adjustment or a refund as described in our Pop On Promise ************************************************. Please note, we are only able to provide estimated refund breakdowns prior to the receipt of your veneers. We're honored to have delivered thousands of smiles with raving reviews. We're very grateful to the many customers that share their experience! ************************************************ Certainly reach out to us if we can help in any way. We're here for you! Have a wonderful day.
  
  

  Customer Answer

  Date: 02/01/2023

  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 reached out to Pop On Veneers as soon as I received the remake. THEY did not respond to me until AFTER i was out of the warranty period which meant I only received a partial refund. It is not my fault that they did not respond for well over a month to my original email to them on November 1, 2022. I would like them to refund me the amount I was given in the email I attached at the minimum. I obviously think I should be refunded my full amount since I am not happy with the product, but I'm willing to accept the amount they listed as the refund amount in my email.
  

   

   

   

   

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

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

  Business Response

  Date: 02/10/2023

  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. 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. Kindly email us at ******************************* so we can look further into this matter, and find a potential resolution. We're thrilled that many of our customers enjoy celebrating their new smiles with Pop On Veneers and they share wonderful feedback. We're honored to have delivered thousands of smiles with raving reviews. We're very grateful to the many customers that share their experience! ************************************************ 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. We're here for you! Have a wonderful day.

  
  

• Initial Complaint

  Date:01/27/2023

  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 received my veneers and the top rubbed the inside of my mouth. I informed them and sent pictures like they asked. I never heard back. It has been well over a month so I kept emailing finally yesterday I received an email back stated the time limit has expired but here is 30% off to get another pair made! I already paid over $400 for the 1st pair! Maybe I missed a email or it went to spam but I seem to get all their advertisements all the time! Plus I emailed several time for help! Funny how I don't get those email responses but I do get the advertisement emails!

  Business Response

  Date: 02/01/2023

  Thank you for your feedback. We're sorry your veneers are not meeting your expectations. We're always here to help! Its our goal for you to be celebrating your new smile, and when theres an issue, we want to make sure we resolve it for you. We understand that sometimes things dont work out. We stand by our guarantee and we're happy to offer you an adjustment or a refund as described in our Pop On Promise ************************************************. We do see you have reached out to us on 12/03/2022 in which we have responded on 12/05/2022 with the requested remake/return form. However, we did not receive the completed form until 01/16/2022. Based on our records, we did not receive email correspondence or a submitted remake form from you within the 30-day window. We're honored to have delivered thousands of smiles with raving reviews. We're very grateful to the many customers that share their experience! ************************************************ Certainly reach out to us if we can help in any way. We're here for you! Have a wonderful day.
  
  

  Customer Answer

  Date: 02/02/2023

  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]

   

   

   

   

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

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