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:12/20/2022

  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 ordered pop on veneers 3 months ago I have sent veneers back many times and have not yet received the veneers. They continue to tell me that I have not done it correctly I did everything they asked me to do . I want my money back!!!!!!!!!

  Business Response

  Date: 12/20/2022

  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 are having trouble finding your order, so can you please email ******************************* so we can address some of your concerns? 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!

• Initial Complaint

  Date:12/16/2022

  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 ordered these Pop On Veneers expecting to receive a quality product based on how well they advertise these veneers and based on their reviews. Unfortunately many of their reviews are false reviews from consumers who received free products for promotional purposes. I tried to cancel this prior to shipment when I saw the quality of my colleagues veneers but I was unsuccessful. The veneers that I received were of terrible quality and they did not fit properly. They feel like a toy or some sort of prop. The material is thin and flimsy. Back to the fit of these veneers...like I previously mentioned they do not cover my teeth properly so you can clearly see my actual teeth when I smile, see photos for reference. I'm also unable to close my mouth completely with these veneers in. They are uncomfortable and slightly painful. I can't imagine eating and drinking with these in however Pop On Veneers claims that you can do these activities with the veneers in place. This is false. I considered ordering a remake but it would be pointless since the quality of the veneers is subpar. If I did order a remake and they did not fit once again, Pop On would then charge me for the remake which makes no sense. Consumers are being charged even though the veneers do not fit appropriately and are or of subpar quality. I reached out to Pop On to file a complaint and was just told that per their policy I can only receive a partial refund. I asked for this to be escalated to management so that I can discuss the quality of the veneers with someone in management and figure out a resolution however I just keep getting automated responses. No one is willing to speak to me or connect me to a manager. I returned the veneers and received just a partial refund even though the quality of the product that was promised was not what was received. My total for this purchase was $622.43. I only received a partial refund of $419.43. I am requesting a refund for the remainder of my purchase.

  Business Response

  Date: 12/16/2022

  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 are having trouble finding your order, so can you please email ******************************* so we can address some of your concerns? 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: 12/19/2022

  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:

  Pop On Veneers is not addressing my concern nor are they escalating my concern to management. They have issued a partial refund and refuse to discuss the poor quality of the item that I received. A partial refund will not suffice. I've asked to speak to someone in management several times to discuss the quality issue and I continue to get an automated response yet no one is willing to discuss the actual issue at hand. The photos that I previously attached say a lot about the poor quality of the veneers yet no one will have an actual conversation with me about this. Again, I am requesting a full refund and a response from management not a "copy and paste" response from a representative. 

   

   

   

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

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

  Business Response

  Date: 03/09/2023

  Thank you for your feedback. We always look forward to improving our services with both our product and customer experience. We sincerely apologize for the delayed response, as we previously did not have a team available to monitor and review this platform in depth. We now have a team dedicated to assisting those whom we can per our Pop On Promise here: ************************************** If you still require additional assistance, please contact us at [email protected] so our Smile Care Team can help you. Have a wonderful day! 
  
  

• Initial Complaint

  Date:12/13/2022

  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.

  On 10/29/22 I paid pop on veneers $508.94 for top veneers. They were delivered to me via *** 12/7/22. When I opened the package, I was shocked by the quality of the product they sent me; plastic teeth that are too big, dented, bulky and when I called them and requested a full refund, I was sent a breakdown of how much they will deduct from original amount. Theyre only willing to give me a portion for the fake plastic teeth and only if I send back the plastic teeth. Even though I have requested a full refund several times and a label to return the plastic teeththat has not been addressed. Also, they are not addressing the quality of teeth or why they chose to send me plastic teeth. I paid for real veneers and that is what they promise on their website. Please help me get my full refund. Below is their breakdown of what they are choosing to give me back.FROM POP ON VENEERS: Here is the breakdown of the estimated refund amount you would receive per our our Pop On Promise:Paid (Enter this pink box) $508.94 Less Original Impression Kit -$49.00 Less ************ Returned -$105.00 Total Refund $354.94

  Business Response

  Date: 12/14/2022

  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 are having trouble finding your order, so can you please email ******************************* so we can address some of your concerns? 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: 12/22/2022

  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:

  Thank you for following up on this. I read pop veneers statement and find it really disturbing theyre pretending to not know anything about my order yet theyve sent me several email. This is the order # *********
  

   

   

   

   

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

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

  Customer Answer

  Date: 12/30/2022

  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]

   They only gave a partial refund instead of the full amount paid even though  they got back the molds and fake teeth the had sent. 

   

   

   

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

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

  Business Response

  Date: 01/11/2023

  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 are having trouble finding your order, so can you please email ******************************* so we can address some of your concerns? 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!

• Initial Complaint

  Date:12/12/2022

  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 with this company pop on veneers for someone. They ended up sending me two. I tried contacting them and told them to please do not send 2 only send one. They never got back to me and sent them to me anyway. When we received them he decided he did not want it so I sent them a message stating that I wanted to return them. They were returned. I also call contacted my credit card company to start a dispute because they would not get back to me. When I shipped back both boxes which by the way they came in their own box with a re-printed label already on the box to be returned. I have the returning shipping label from *** attached. This company is a company where they send you a kit where you do an impression on your teeth and once it is sent back, it goes to their laboratories and they make a perfect mold and then send it back to you. Well, I did not do the impression because we did not want to use it so the product got sent back to them without even being opened. They charged my credit card $650 per kit which came to a little over $1300 for two kits that I never even use and that I sent back. They refuse to refund me and my credit card company is stating that I dont have enough information to prove that I sent it back to them even though I sent them all the information they asked for. They continued to charge my credit card and now they are going to start charging me interest fees on a product that I sent back and never used. I have lost sleep over this and Im now taking anxiety medicine because I have lost so much sleep and stress over this. I cant seem to get anybody to help me resolve this And I just feel like I am in a losing battle. I have printed out over 150 pages that I can offer you upon request. My credit card company is well aware of that. I have talk to them on multiple occasions and still cannot seem to get anybody to help me get my money back for some thing that I dont even have and never had them make for me . I am desperate and I really need help please I am so upset about this, and I feel like its a losing battle for me.

  Business Response

  Date: 12/13/2022

  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 are having trouble finding your order, so can you please email ******************************* so we can address some of your concerns? 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!

• Initial Complaint

  Date:12/08/2022

  Type:Product 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.

  on 9/27/22 I ordered pop on ********* made the mold sent them back did everything right I never got the vaneers. I filed a claim with *** the shipper. I requested a receipt from the company Pop On Vaneers still cant get that even They keep giving me the run around I need to file a claim which I have done I have asked for my money back at this point It was $549

  Business Response

  Date: 12/12/2022

  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 are having trouble finding your order, so can you please email ******************************* so we can address some of your concerns? 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: 12/12/2022

  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]

   They knew I complained they have a copy of the original complaint  They refused my request for a refund I have still never received the product I paid $500 for 

   

   

   

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

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

  Business Response

  Date: 04/18/2023

  Thank you for your response, ********. We certainly understand your frustration, and would like to provide additional clarification in regards to our correspondence, your refund amount, and veneer status. We have the following events on record: 
  Impressions received 10/11/2022 - marked delivered on 11/07/2022.
  
  You have contacted us on 11/10/2022 that veneers never arrived. We have advised that we require a claim to be filed with **** On 12/7/2022 the claim was filed. Claim details are as follows directly from *** records-
  
  12/07/2022
  10:45 A.M. An investigation has been opened for your lost package.
  
  12/12/2022
  8:40 P.M. The receiver was not available at the time of the final delivery attempt. / Your delivery will be rescheduled.
  
  12/14/2022
  10:00 P.M. On the Way
  The receiver was not available at the time of the final delivery attempt. / Your delivery will be rescheduled.
  
  12/15/2022
  12:38 P.M. Investigation Closed
  Your investigation has been closed with a proof of delivery. 
  
  Despite this, we have decided to proceed with a complimentary set of veneers for you on 01/10/2023 for the inconvenience, and you received your complimentary veneers on 01/23/2023. On the same day of the receipt of your veneers, we have received a completed return form. Once we confirmed the receipt of your veneers for return, we have provided a partial refund on 01/31/2023 and have sent you an email to confirm on the same day the refund was provided. Please view the attachments provided for reference.  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: 04/25/2023

  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:12/08/2022

  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 ordered these but they didnt work out for me made my mouth hurt and I couldnt talk so I was within my 30 days of trying them out and reached out to them for a return and refund and they did send me a return label and instructions for the return, so I packaged them up just like they came and sent them back with a tracking number, upon receiving them I was informed that they were not able to refund my money because my veneers were not in the box!!!! I called them and asked if the package had been delivered with anything damaged they replied no but the end was ripped off???? I replied okay well I sent everything back as instructed and it isnt my fault that the package was delivered damaged , I now am out ****** and veneers and they will not work with me on this, I have never in my life been treated with such horrible responses.

  Business Response

  Date: 12/27/2022

  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 are having trouble finding your order, so can you please email ******************************* so we can address some of your concerns? 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!

• Initial Complaint

  Date:12/06/2022

  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.

  Purchased from this company. They are a complete scam. They did do two remakes but the first ones they sent the EXACT SAME ONES right back to me. The second remake i requested my money back prior to them sounding them back out. They refused still sent them out and they are so sharp at the gumline you cant even use them. Single mother saved that money for months so i could do something for me to just be out of 600$. So upset and they refuse to do anything. Pop on promise? Ya... they promise to give you halloween teeth that are unusable.

  Business Response

  Date: 12/06/2022

  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 are having trouble finding your order, so can you please email ******************************* so we can address some of your concerns? 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: 12/10/2022

  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 have already wrote them and they refused to give me a refund because its been over 30 days which amazes me because it takes months  to receive the final product due to the molds being made and such. They offered a discount off another pair that is it. Why would i buy another pair when the first ones are completely unusable, sharp, and you cant even eat as described. You guys dont help people you aare stealing from people  

   

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

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

  Business Response

  Date: 12/27/2022

  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!
  
  

  Business Response

  Date: 03/09/2023

  Thank you for your feedback. We always look forward to improving our services with both our product and customer experience. We sincerely apologize for the delayed response, as we previously did not have a team available to monitor and review this platform in depth. We now have a team dedicated to assisting those whom we can per our Pop On Promise here: ************************************************ If you still require additional assistance, please contact us at ******************************* so our ********** Team can help you. Have a wonderful day! 
  
  

• Initial Complaint

  Date:12/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered what Pop On Veneers call their "Spare Pair" of Veneers, both top and bottom set, on September 30, 2022. The estimated date of delivery on Sept 30th 2022 was 2-4 weeks. I had sent approximately 10 emails and made multiple calls to Pop On Veneers.I finally received an email on November 16th saying my order would ship early the following week. That week came and went and I STILL hadn't received my order! I emailed them once again and was told they were "still in production" and they "don't give estimated shipping dates". OBVIOUSLY THEY DO because when I purchased this absolutely **** their website said "2-4 weeks for shipping".After even MORE emails were sent by me it it ended up taking just over TWO MONTHS to finally receive what I THOUGHT would be what I ordered. It wasn't. I received the top set but not the bottom. I've now emailed them three times and as of today, December 5, 2022 I have yet to hear anything back from them.I want a FULL REFUND on the bottom pair they didn't deliver! Minus the lousy $50 bucks they refunded me because of the ridiculous LONG WAIT! I don't ever want to deal with this company again because it's literally been the absolute WORST place I've ever dealt with!

  Business Response

  Date: 12/06/2022

  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. 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: 12/12/2022

  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:

  It took me sending screenshots of my complaint filed with the BBB to FINALLY get a response, which was a refund of $90 to my original payment method. The half of my order that I actually received doesn't even fit and their website says that they won't fix a "spare pair" because they're made "identical" to the original pair. No, no they definitely aren't because I can't even fit he upper "spare pair" on my teeth. After this update of mine I'm absolutely positively done with this company.

   

   

   

   

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

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

  Business Response

  Date: 01/11/2023

  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 are having trouble finding your order, so can you please email ******************************* so we can address some of your concerns? 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!
  

• Initial Complaint

  Date:11/29/2022

  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 bought a pair of veneers in October and by the second week wearing them, they were already beginning to wear in the ****. I sent an email stating this and received an email **** that if I took care of them then they should last for years. Because of this I believed that the wear was normal and did not ask for another remake. Now, only a month later, the molar in the **** has now split in two. I sent the company pictures and called the next day. They are now stating that since they only have a 30 day warranty that I will have to pay $250 for them to replace the set even though I told them about the issue before the 30 days was complete. I would like a refund or a replacement set of veneers to remedy the issue as before the ********************************************************************* **** a list of rules to care for the veneers stating that if I followed the rules they would last for years. That was a false statement that led me to believe the grinding in my new teeth was nothing to worry about.

  Business Response

  Date: 11/30/2022

  Thank you for your feed****. 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 feed**** from our customers, as thats how we continuously improve our product design technique and continuously improve our services. We are having trouble finding your order, so can you please email ******************************* so we can address some of your concerns? 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 ** directly at ******************************* Have a wonderful day!
  
  

  Customer Answer

  Date: 12/01/2022

  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 this resolution as they have not offered to replace or refund my what I paid. I did email and speak with them regarding the issue to where they stated that they they would not give me a refund or replacement because the 30 day warranty had just ended, even though I had emailed them prior to the warranty's end letting them know there was a problem. See below the last email I received from the Pop On Team on Nov. 28th: 

  
  Pop On Team Mon, Nov 28, 9:04 AM (3 days ago)
  
  ** *********
  
  ***** *** *** ********** ***
  
  ** **** ** **** **** ************ *********
  
  ** ******** ** *** **** **** ***** ** ******* **** ********* *** *** ******
  
  ** *** ***** ** **** **** ******* **** ********
  
  ** ***** * ** *** ******** *** ****** ****** ******** *** ******** ** * ******* ****** *** *** *** ** ********
  
  ** ***** ** ******** *** ***** ***** **** ****
  
  ******** ****
  *****
  ****************************
  **********
  ***** *** **** **** *** ** ***** ***** * ** * *** ******* ***** ** *** ******* ** * **** **** *** **** * ****** ***** *** **** *** ******* ******* ****** **** ** *** **** *** ******** ** ***** **** *** ********* ******* * ***** **** ******* *** **** **** **** ** **** ***** **** ***** * ***** ****** ********** *** ***** ******* ***** **** ******** ** ***** *** *** **** ******** ** ** ********* **** ******
  
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  Call:

  I told them on the call that I did not contact them **** as the email they replied, only stated rules I should abide by and stated that the veneers should "last for years". Because I have always taken this advice I was led to believe that there was not an issue, so I did not reply ****. Then the **** tooth that I had emailed them had ground down and degraded, cracked in half and has since broken completely in half and off. So as you can imagine, I do not feel it is fair for me to have to pay an additional $250 to have them replace my veneers when I let them know about the issue well before the ******************************************************************************** as long as I abided by the rules that prolonged the "shelf life" of the product. I am still wanting a full refund or a free replacement.

  I have also just emailed them the following email in regards to a reply to this response:

  *************** to your reply to the BBB that I submitted, as you had told me you would not honor the warranty even though I sent an email before the time had passed and your team simply stated that as long as I took care of the veneers via the rules the stated, that my veneers would last years. Now my veneers are broken. Please let me know if you are truly planning to replace the product or refund my money as this is not good customer service or business practice.
  Thank you for your time,
  ******** ****

   

   

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

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

  Business Response

  Date: 05/06/2023

  We sincerely apologize for the mix up, ********. However we must clarify again that the longevity of the veneers depends on individual usage and how they are worn on a daily basis. On 11/28/2022 We stated "...our team replied informing you what to avoid to increase the shelf life of your veneers. As we did not receive a reply from you to our email with any further questions or concerns we did not further assist you. Since you did not state you would like a remake while you were within warranty you are not eligible for a remake at this time." 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. If you are outside of your warranty, and are not experiencing fitting issues, you are eligible for up to 70% off our spare veneers! No new retakes needed, we use the scans we already have on file to recreate your custom made veneers. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!

  
  

  Customer Answer

  Date: 05/10/2023

  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]

  Dear Pop On,

  you continuously quote emails that were sent after the 30 day period and after I had emailed you concerned about the wear on my brand new veneers. You never state that the only email you sent **** stated that if I followed the rules that the veneers would last for years. This is such a dishonest company and it is shameful how you continuously repeat yourself through emails and this forum to try to vindicate yourselves. I let your company know that my veneers were wearing long before the 30 days. Your company sent me an email stating that I should not worry as long as I followed the rules. Since then you have done nothing but continuously say that all you will do is have me pay more for replacement veneers. Why would I pay a company that refuses to take responsibility for a product that breaks with light use?  Dissatisfied and disappointed. 

   

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

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

• Initial Complaint

  Date:11/14/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on November 1st order number ********. I have not received in 3-5 days as promised and when I tried to canc and be refunded my full purchase price ($579.00) that was placed on my Amazon Prime card it was never done. After reading all the problems this company has/is having and all the customer complaints I was hoping you may be able to assist me.Thank you so much for any assistance as so I can get my full credit back.************************** *******************************************************************************************. ***** ****************** ************

  Business Response

  Date: 11/14/2022

  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 are having trouble finding your order, so can you please email ******************************* so we can address some of your concerns? 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!