Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/07/2022

  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.

  Returned the item in April of 2022 and never received the refund. Each time I call I am left on hold of the call is ignored.

  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:09/06/2022

  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 8/20/22 I paid Pop-On Veneers $573.30 for their product with my credit card through the internet.On 8/22/22 I received an email that the impression kit was shipped out and they gave me a **** reference number of *************************.This should have taken 5 to 7 business days to receive. To this date I have not received the kit.On 8/29 I sent them an email conveying that I have not received the impression kit. They then replied that a kit will be mailed within the next 24 hours.I immediately sent an email alerting them of the discrepancy of information provided.When I tried to call no one ever answered the call. I tried calling numerous times.I explained in the email that I just went through the same issue with another company and it seemed like the same pattern was occurring, Company gets the consumers money but doesnt deliver on product or customer serviceFinally, I decided to ask for a full refund because I never received the product they promised to deliver.Now they send an email that I will not receive a full refund because I did not cancel within 24 hours of making the purchase.I would have continued with the process had they delivered on the product as promised.I just turned 60 and I explained to them in an email that I went to my neighbors house and found her lying on the floor.I live in a senior citizen facility and do not have a lot of funds. As part of this community life can very volatile from one moment to the next. This is why we try to have the best quality of life as can be afforded.I thought buying this product would in some way assist in accomplishing this means.When you send emails to these companies they just send sugary and uncaring responses.Please address this matter by any means you deem necessary.Respectfully yours,************************************

  Customer Answer

  Date: 10/02/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Pop On Veneers has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:08/31/2022

  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 ordered a pop on Veneers from this company and the quality is terrible. After 2 months of wearing this only 2 to 3 times a week it no longer fits. They state that you can eat with it on. However It won't even stay on while I'm talking the top left side has became loose. They state because it was not reported within 30 days nothing can be done.

  Customer Answer

  Date: 09/24/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Pop On Veneers regarding complaint ID ********.
  
  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 ******************************* so our ********** Team can help you. Have a wonderful day! 
  
  

• Initial Complaint

  Date:08/31/2022

  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 ordered an impression kit from this company and make payments weekly. I sent in two kits and they claim they did not receive either. It has been over two months and they are trying to send me a third kit. I want my money back. I needed those a month ago. I am not doing another impression kit just to have them tell me a third time they didn't receive it.

  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! 
  
  

  Customer Answer

  Date: 03/14/2023

  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]

   This business did not provide a solution.  They have never a partial refund but not a fill refund due to their own fault. They failed to provide an alternative for shipping the impressions back. I sent them in twice and both times they claimed they were list and when I canceled they refused to refund 100% of my money. 

   

   

   

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

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

  Customer Answer

  Date: 03/20/2023

  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]

   This comoany keeps stating their policy but fail to acknowledge the reason I canceled is because my impressions were lost two times when shipped back to them and they failed to notify me of this until almost 1 month after they were shipped although they track return impressions. The failure was on their part. I asked for a different method of return for the 2nd impressions and they refused to allow it or provide it. Again policy or not they refused to refund my money in full due to their method of shipping and 2 lost sets of impressions.  Horrible business and I will ensure any forum I can leave bad feedback ok knows it. 

   

   

   

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

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

  Business Response

  Date: 03/23/2023

  Thank you for your feedback, we always look forward to improving our services with both our product and customer experience! We certainly understand your frustration, and would like to provide additional clarification in regards to our correspondence. As stated on our email we sent on 7/14/2022 "We understand you sent back your impression kit, however it seems to have been lost in transit. Please be sure that when you return your impression kit, you drop it off at a *** location or drop box". As we provide you with a *** label the only way to track your impression returning back to our office is dropping your impressions at a *** location or drop box as indicated on our emails on 7/14/2022 and 8/30/2022 "Please be sure that when you return your impression kit, you drop it off at a *** location or drop box.". We would also like to disclose that when you signed up for a payment plan with Partial.ly you agreed to the terms and conditions that the $99 down payment is nonrefundable outside of the one hour policy window of placing your order. As a curtesy to your frustration and experience with making your impressions we did not held you liable for the extra impression kits as mentioned on our last email 09/02/2022 "There were three impression kits shipped. The only portion of any payments withheld was the $99.00 non refundable Partial.ly down payment. We did not hold you liable for the extra impression kits.". We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your order. Please reach out to us at ******************************* if you have any additional questions. Thank you!

• Initial Complaint

  Date:08/29/2022

  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 got an infection from the toxic mold. The product itself is unusable. It is a joke. It is uneven and unwearable. You couldn't speak with them. They look like costume cheap fake pieces. Unbelievable.

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Pop On Veneers regarding complaint ID ********.
  
  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 ******************************* so our ********** Team can help you. Have a wonderful day! 
  
  

  Business Response

  Date: 03/24/2023

  Thank you for your feedback, ******. We certainly understand your frustration, however we would like to provide additional clarification in regards to our correspondence. When you placed your order with us, you agreed to the terms of our Pop on Promise, 30 day warranty and return policy. After you originally placed your order 7/9/22, you contacted us on 7/15/22 in regards to being concerned about the process and discussing cancelling your order. When we responded back, we included our Pop On Promise warranty and return policy, which is also located in the signature of all of our emails.
  On 7/15/22 you also sent an email reply stating:
  "I cant believe you are going to charge me $50 for the impression kit when I need to return this and I havent used it at all its ridiculous you need to refund The full amount " 

  Our Pop On Promise lists all fees withheld at every stage of a customers order journey. This includes the fees that you previously had contacted us about for the $49 impression kit, as well as lists the fees kept for any veneers or other fees. Although you were unhappy with our Pop On Promise due to partial refunds being issued, you chose to proceed with your order and your veneers were delivered on 8/25/22. Upon receiving your veneers you contacted us advising that you were unhappy with your veneers and would like a refund. You were provided with our remake and return request form to enter your request into the system, and corresponded with our agents multiple times before the return request form was completed on 8/28/22. Once your return request was received, we entered the return order into our system on 8/28/22 and emailed a return label for you to return your veneers. As of 03/24/2022, your veneers still have not been received using the return label provided.

   You had filed a chargeback on your order on 8/27/22, prior to completing our return request form and prior to your veneers being sent back. We reached out to advise you, as well as responded to your correspondence multiple times advising that once a chargeback is filed, no further actions can be taken on your case, including processing a refund. On 9/20/22 PayPal advised that the chargeback and been resolved in our favor. After the chargeback was resolved in our favor, you have continued to ask for a refund, at which our agents have advised that once a chargeback is issued, or resolved, we are unable to take any further action. Once a financial institution makes a decision on a chargeback, we are unable to take any further action, including refunding any funds that you request. We provided you with the return information for your order, however you continued the chargeback with your bank, and once the decision is made by the financial institution, the decision is final. At this time, even if you were to use the return label to return your veneers, you are no longer eligible for a refund of any kind, as the chargeback filed was resolved in our favor. Regrettably, at this time, there is nothing further that we can assist you with regarding your return or refund. 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: 04/24/2023

  I said it has been deleted. The complaint is one year old.

• Initial Complaint

  Date:08/26/2022

  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 up veneers and canceled within 10 minutes and they do not want to honor they returned policy that says full refund within 1 hour.

  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:08/26/2022

  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.

  They are a waste of money! They remade veneers twice and they hurt so bad, There is NOBODY answering their phone number for months, customer service is terrible the product would be great if it wasn't completely OFF, I have sent 5 or more impressions , none of them fit, then I had an exposure to covid and had bronchitis for over a month and was coughing so much I couldn't remold my teeth and I sent emails, no answer. I already had 2 popon veneers made and they are extremely painful, cannot even wear for 1 minute, 5 GOOD impressions and they got it wrong. that mold should be an EXACT replica of my mouth but there seems to be issues with them getting their techs to fit the veneer to the mold, or mold shrinkage?, or just poor quality? This product would change my life along with so many. I put hundreds of dollars down the toilet and still have no wearable veneers. Even if I didn't have bronchitis and was able to submit the 3rd impression kit , after 2 failed attempts you lose any ability to get a full refund , they charge you for impressions kit too by there guidelines. It's really too bad, I am not the only person who has has a poor experience with them. They ripped me off and now I'm being harassed for an angry face emoji? They are a fishy scam. And I have lost HUNDREDS of dollars for what? NOTHING, I have NOTHING , but a headache.

  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:08/23/2022

  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.

  Something like a Class Acton Lawsuit needs to be started against this company, they are just plain, robbing people anyway they can!!I recently ordered pop on veneers and decided to change my mind shortly after placing the order, due to too many online complaints, however I was not allowed to cancel my order, I wasn't able to reach anyone for several days and then was told I would not be able to get a refund because I only had one hour to cancel, So okay, I received my package and filled out the information card in the box, completed my impressions and made sure all my changes were properly labeled, I received an email shortly after sending in the molds that they were being made , but the incorrect color, they refused to give me the color I wanted and said I could order a second set for 50% off the original $699. Then, it gets better, I received an email saying my payment had defaulted, ( I chose the monthly payment plan after a hefty down payment, and after choosing the payment plan I was told I was not eligible for the $100 discount! Upon being notified my card was declining ( It was supposed to be a monthly payment plan, but they kept charging my card every week!)I immediately tried to get into my account and change my card,I could not access my account to change my card, finally after several calls and switching from a phone to laptop the code worked, and I added my new card, thinking I was all set, then I received an email saying my account was in default due to no payment and I could pay another large down payment or pay in full!I am going to call a lawyer tomorrow tomorrow because this company, is literally stealing from people and making up time lines and policies which only benefit them, Someone needs to put a stop to this!!

  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:08/23/2022

  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.

  In early May 2022, placed an order online for the top set of pop on veneers. The impression kit was sent a couple of days after and within a week, I submitted the. I received my veneers on the 10th of June. The set was far too large and submitted request for remake. They replied and sent shipping label. I sent back the veneers. In the process of them receiving my veneers and I await the remake, my account defaulted only after 3 days of late payment. I reached out and they told me I had the option to reinstate with ANOTHER $99 deposit. I did. And my payments remained current for 2 weeks and still received no veneers. I saw myself constantly paying someone for a product that I have not received. So the third payment defaulted. At this point, its the beginning of August and I no longer wanted the veneers and requested a full refund. They responded that I wasnt allowed a refund because the money I have paid only went to the deposits and various administrative fees that are not listed under their warranty. I asked to be clear, a customer pays you $332 and get no product and you want me to accept that I paid you $332 only to be played with over the last 3 months? Not acceptable. There are people willing to throw away $332, Im not one of them. BBB is my first step, if my money is not returned as result of this complaint, they will receive an invitation to small claims court.

  Customer Answer

  Date: 09/16/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Pop On Veneers regarding complaint ID ********.
  
  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 ******************************* so our ********** Team can help you. Have a wonderful day! 
  
  

• Initial Complaint

  Date:08/22/2022

  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 paid $549 in hopes of fixing my teeth. What I was giving was a complete waste. Not only was I not able to actually fit the teeth in my mouth, I have pictures to prove that I could NOT even close my mouth. I feel like they gave me a wrong set or didn't use my mold properly so that I had to send them back for a re-do. The re-do was just as bad, no definition, pinched my mouth and the color was completely wrong. I have tried to resolve this issue with the company to no avail. I requested a refund and they said they are keeping $290 of my money and they will not even allow me to keep my molds. I have no product, and they are keeping my money. I feel like they made them wrong, and then kept my money and the teeth. When I requested to have the teeth and molds back then, I was told NO. They would not return the teeth, but still would not return the remaining amount of money. I have requested a full refund, since I was given nothing, and they scammed me by giving me teeth that could not possible be mine or fit at all.

  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!