Complaints

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

• Initial Complaint

  Date:04/28/2025

  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 the pop on veneers and paid $500 for some plastic teeth that don't fit in my mouth right and I feel like I been robbed because I can't wear them. I looked online and lots of other people sell the same thing for less than $100. I need something to be done about this they are robbing people.

  Business Response

  Date: 04/29/2025

  Thank you for taking the time to share your experience. Were truly sorry to hear that your Pop On Veneers didnt meet your expectations. Our goal is to provide a positive experience and a smile you feel confident in, and its clear weve fallen short for you. To clarify, every customer order is covered by our Pop On Promise, which includes up to two remakes and a 30-day warranty period from the date you receive your veneers. This warranty resets with each remake. These timelines are in place because fit and appearance issues are generally noticeable within the first 30 days of wear. That said, wed love the opportunity to make things right for you. While your warranty has expired, wed like to offer an exceptional courtesy remake outside of that period to show our commitment to your satisfaction. Weve left you a voicemail this morning and also followed up via email with instructions on how to proceed. Please complete the remake form by Friday, May 2nd so we can move forward with the process. If you have any questions or need further support, feel free to reach out to us at *********************************************************. Were here to help and hope we can turn this around for you. Thank you again for your feedback.
  

• Initial Complaint

  Date:04/25/2025

  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.

  They are very low quality and they actually hurt your mouth. I have lacerations on my gums from them. When I returned them, they only refunded about half the money for a product that couldn't even use. they say they don't offer refunds because of labor and such, but why should you have to pay ANYTHING for a product that they did not make correctly and actually causes injury?

  Business Response

  Date: 04/29/2025

  Hi *****, thank you for taking the time to share your experience. We're so sorry to hear that your veneers didnt meet expectations and caused discomfort thats certainly not the experience we aim to provide. We always strive to work closely with our customers to find the best solution, and were genuinely sorry to hear that things didnt work out as hoped. After reviewing your account, we do see that you went through with a remake, and later requested a refund, which we understand. To provide clarity, our Pop On Promise outlines what is refundable at each stage of the process due to the labor and customization that goes into every set of veneers. This information is included at the time of purchase, within our communications, and must be reviewed and agreed upon when submitting a remake, return, or cancellation request. You can always view the full policy here: ************************************************. While we're truly sorry your smile journey didnt end the way we all hoped, we do hope this helps explain the reasoning behind the partial refund you received. If you have any additional questions or concerns, please feel free to reach out to us directly at ******************************* we're here to help.

  Customer Answer

  Date: 04/29/2025

  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 company guarantees the delivery of a quality product; however, that standard was not met in this case. The item provided was unusable and, more importantly, caused injury, necessitating a remake.

  To be clear, the need for a remake was entirely due to your company's errornot mine. Despite this, the remake has yet to meet the expected quality or functionality. I initially requested a refund because the product I received could not be used as intended. If a company delivers a product that is both unusable and cannot be properly corrected, it is your responsibility to issue a full refund.

  I expect this matter to be resolved promptly. Please confirm when the refund will be processed.

   

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

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

  Business Response

  Date: 05/05/2025

  Hi *****, thank you for continuing to share your thoughtswe genuinely hear you and want to acknowledge how frustrating this experience has been. We also appreciate your honesty in pointing out your expectations regarding the product's quality and the outcome. While we're sorry to hear that the veneers didn't work for you, I want to clarify that each set is meticulously designed by our lab technicians using high-quality materials and hand-finished to ensure a natural look and fit. That said, we recognize that handcrafted items can still fall short of expectations, which is why we offer the opportunity for two remakes under our 30-Day Warranty. Regarding your return request after receiving your remake, we want to be transparent: the partial refund issued follows the terms and conditions that were agreed to at the time of your purchase. These detailsincluding deductions and processing feesare outlined in our Pop On Promise, which is accessible anytime here: *************************************************************** Ive also attached a breakdown of the applicable deductions for your reference. We truly regret that your experience didnt reflect the care and craftsmanship we aim to deliver and understand why you're feeling disappointed. Thank you for allowing us to clarify! Have a great day!

  Customer Answer

  Date: 05/05/2025

  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:

  When I agreed to your terms, I also agreed to your promise to deliver a quality product which you did not. You did not hold up your end of the bargain and therefore should issue a full refund. I will continue to escalate this until I get my refund.

   

   

   

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

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

• Initial Complaint

  Date:04/21/2025

  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.

  Still havent received my set of tops. It said my plan was defaulted but I should still receive the tops that I paid for and did a few weekly payments for . When I receive my tops then Ill pay for the whole amount. But Im not going to get scammed .

  Business Response

  Date: 04/23/2025

  Thanks for reaching out *******! We want to help clarify whats going on with your order.
  
  
  To continue with the production of your veneers, its important that your payment plan remains active and in good standing. After reviewing your account, we saw that you made your initial deposit of $99 on March 29, 2025, followed by a manual installment of $21.04 on April 10, 2025. This payment came after five failed attempts to collect your scheduled installment.
  
  
  On April 12, 2025, we notified you that your ********** payment plan had defaulted due to multiple failed payment attempts. At that point, your plan was automatically canceled by **********, as per their policy.
  
  
  Although you made a manual payment, your plan remained in default because it did not fulfill the required automatic installment setup. To move forward with your order, youll need to reopen your payment plan with a new $99 payment, which will be applied toward your total balance for the veneers.
  
  
  Weve attached a summary of the payments received to date. Please let us know if youd like help reopening your planwed be happy to walk you through it! Have a great day!

• Initial Complaint

  Date:04/21/2025

  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 in the end october 2024 I payed the ****** fee to do the partial plan I believe it made 2 payment November and December in ************* contact acted me to tell me that my bank account has issued a fraud alert and everything got shut down right away I let the team know about this issue and asked if they could send a check to my address and they right away answered no saying you guys don't send refunds back through anywhere else except the account I purchased payment on but I let them know how is that if I'm telling u it got shut down completely there is no way of getting my refund because it's not gonna get to me ? They never replied back to me after that fact .

  Business Response

  Date: 04/22/2025

  Thanks for reaching out and sharing your experience. We want to clarify a few details to help clear up the confusion.
  
  We did receive your initial request on 01/13/2025 regarding the non-working card and your request to update your payment details. However, later that same day, you submitted a follow-up request to cancel your order, which took priority over the original update request.
  
  In response, we sent over a cancellation form and also mentioned, "If we do not hear back from you within 24 hours, we will proceed with processing the cancellation on your account." On 01/16/2025, we followed up with your estimated refund amount and noted that the final refund would be provided once your cancellation was confirmed and processed.
  
  Because the cancellation form was never completed, we were unable to proceed with the refund. That said, if youre still looking to cancel your order, wed be happy to reissue the cancellation form. Once completed, well refund your payment to the original method used at checkout. Even if the bank account is no longer active, most banks have protocols in place to route the funds appropriately or return them to us if undeliverable.
  
  Let us know how youd like to proceedwere here to help!

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

   

   As I said before someone has done fraud under my bank account and there is an on going investigation with this so any transactions coming in or out will be put on hold for that reason I asked pop on veneers if they could send a check with my name address as my refund I don't understand why that's not possible I have no other way to receive my refund so if that's enough said this is being prolonged for months now ty

   

   

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

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

  Business Response

  Date: 05/15/2025

  Hi *******, thank you again for following up. We're truly sorry to hear about the ongoing issue with your bank and understand how frustrating and stressful this situation must be. Please know we take your concerns seriously and want to be as helpful as possible. At this time, our system is only able to issue refunds back to the original form of payment used at checkout. We understand your account may be under investigation, but in most cases, even if a card is closed or flagged, banks have protocols in place to either route the funds back to your account or return the funds to us if undeliverable. While we arent able to issue refunds via check or alternate methods, we recommend reaching out to your bank directly for guidance on how they handle incoming refunds in these situations. If the refund is rejected, well be notified and can work with you on the next best steps from there. We genuinely appreciate your patience and hope your bank investigation is resolved quickly. Please dont hesitate to reach out if you need anything elsewere here to support you through this. Have a great day!

• Initial Complaint

  Date:04/16/2025

  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 my pop on veneers, I am not satisfied esp after paying $500. The bottom pop on broke my tooth in half while I was trying to remove it out my mouth. Will be talking with my attorney to pursue legal action.

  Business Response

  Date: 04/16/2025

  Were so sorry to hear about your experience and want you to know we take this matter very seriously. To help us look into this further, could you please send us photos of your teeth and let us know which veneers you were using at the time this occurred? Additionally, please include any order details related to the veneers in question. After reviewing your account, we did see that you received both your original veneers and a remake set. Once we have the full details, well be able to conduct a thorough investigation and advise you on the next steps. Thank you again for bringing this to our attentionwe look forward to resolving this with you!
  

• Initial Complaint

  Date:04/15/2025

  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 from this company. They sent me three molded to get my teeth done. One of the mole kits was already hard. I sent them away to them to get done. Got an email said great and have not heard anythingfrom them. Its been two weeks. Ive tried to call the company the fake phone number they give you just tell you itll be some time before a person talks to you and then hangs up. I sent her numerous emails with no response. I would prefer a refund not what you guys prefer to take off or a refund because I have no product. It was scammed by your stupid mold. I think that you are a fraudulent company thats trying to rip people off for $500 or more for fake plastic teeth.

  Business Response

  Date: 04/15/2025

  Hi ******,

  Thank you for reaching out, and Im so sorry to hear about your frustrationthis definitely isnt the experience we want you to have.

  
  We want to assure you that weve been working on your order and have been in communication with you throughout the process. The last email we sent was on April 2, 2025, letting you know that your impressions looked great and that our technicians had started designing your Pop On Veneers. In case you missed it, heres a copy of what we sent:
  
  
  YOU DID A GREAT JOB!
  Your hard work and effort paid off! Thank you for shipping back your impressions, they look great! Our master technicians are getting started on designing your Pop On order now.
  We will be in touch with you in about 24 weeks when your Pop On order ships.
  
  We understand that waiting can be tough, but we have good newsyour veneers are on track to ship out on April 18, 2025!

  If you have any additional questions or need help with anything at all, please feel free to reach out to our team directly at *********************************************************. Were here for you and happy to help!

• Initial Complaint

  Date:03/31/2025

  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.

  It took longer than a minute to mix the molding to put in the tray. By the time it came to actually put the in the tray they were hard as bricks. The video stated you have thirty seconds to complete this but make sure you don't see any of the white. It takes much longer than thirty seconds to complete this step

  Business Response

  Date: 04/01/2025

  Thank you for your feedback, *******! We're so sorry to hear that the putty set too quickly. We know impressions can be tricky, and we're here to make the process as smooth as possible! To help, we offer video coaching sessions where one of our specialists can guide you step by step to get the best impressions. Weve sent you an email with more details on how to schedule a session. You can also find a variety of impression guides on our website for extra tips! If you have any questions along the way, dont hesitate to reach out. Were here for you every step of the way and look forward to receiving your impressions soon! Have a great day!

  Customer Answer

  Date: 04/14/2025

  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]

   The phone number that they list has not been answered in weeks.  They allow you 30 seconds to mix the cast to mold your impressions which is absolutely not enough time. I was only able to get one half useful impression made sent it in and haven't heard anything but over $200 a month is being deducted per month from my account and I paid $100 up front and haven't had any communication at all from this company. At this point I would like a complete refund for all money that I have paid out .

   

   

   

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

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

  Business Response

  Date: 05/23/2025

  Hi *******, were truly sorry to hear about your recent experience and for the frustration this has caused. Clear communication and support are very important to us, and we appreciate you bringing this to our attention so we can make things right. After reviewing our records, we found no incoming calls from the number linked to your account (ending in ****) since April 1st. For privacy reasons, weve attached a screenshot showing our recent call logs with that number. If youve been using a different phone number to reach us, please let us knowwed like to investigate further and ensure your inquiries are properly addressed moving forward. Regarding your impression kit, we understand how time-sensitive the molding process can feel. Our support team is always here to guide you through the process step-by-step, and were happy to offer a remake when the results arent quite right. We noticed that you submitted a remake request form this morning, which our team has received. However, based on the information in your BBB complaint, it seems you may now prefer a return instead. To ensure we move forward with the correct option, weve just sent you a Remake/Return Decision Form via email. When you have a moment, please fill it out to confirm your preferencethis will allow our team to proceed promptly and accurately. We sincerely appreciate your patience and the opportunity to turn this around for you.

• Initial Complaint

  Date:03/13/2025

  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.

  Every remake is progressively made inferior and breaking within 30 days. Remake was offered and I submitted a form accepting the offer. The response was I didn't respond in the 30 day time-frame which doesn't make any sense. I made contact per email confirmation within the time frame and that is a timely report and claim. I received another email for another offer to remake which was also denied because it was not responded within the allowable time frame. Cheap remakes and the runaround makes this merchant untrustworthy, unethical and a fraud.

  Business Response

  Date: 03/17/2025

  Thank you for your feedback. Were truly sorry to hear about your experience and appreciate the opportunity to clarify our remake policy. Per our Pop On Promise, we offer up to two remakes or a return for a partial refund within the 30-day warranty period. The 30 day warranty period restarts after you have received your first remake. The reason for our 30 day remake or return policy is because if you are experiencing fitting or cosmetic issues, that would be evident to our clients within the first 30 days. On your most recent order on 1/3/2025, you received your veneers on 1/17/2025. After you left a 1-star review on 1/20/2025 stating that the top arch didnt fit, we proactively reached out with a remake form, as you were still eligible for a remake at that time. However, we did not receive a response from you until 3/6/2025, which is 45 days later, exceeding the warranty period. We always strive to provide the best experience possible and regret that we couldnt assist further in this case. If you have any additional questions about our policies, you can review them here: ************************************************. Please dont hesitate to reach out if we can assist you in any way within our policy guidelines. Were here for you and appreciate your time. Have a great day!
  

• Initial Complaint

  Date:03/10/2025

  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 received my first kit and the putty was all black, I emailed customer service and they sent me another kit, had to wait to receive that. Second kit was mailed in. Veneers arrived, they did not fit at all. So tight on my teeth that they hurt to put on and were almost impossible to take off. Requested remake. The remake took forever to get to me. I cannot get the bottom teeth to click in without force and it hurts my gums. Teeth are so tight on the top it hurts. I do not want another remake, it is clear your company has no idea what they are doing and at this point, it seems like its just a money grab from an instagram ad. The product does not work, it does not fit.I want a full and complete refund. No exceptions. I will be filing a dispute with both the credit company and it needed my states attorney ***************.

  Business Response

  Date: 03/11/2025

  Hi *****,
  
  We sincerely regret to hear that your experience has not met your expectations. Your feedback is invaluable to us, and were always looking for ways to improve both our product and customer experience.
  
  We understand your frustration regarding the fit of your veneers, and we want to work with you to find the best resolution. At this time, we are happy to offer either a complimentary adjustment or a return option based on our policy. Please let us know how you would like to proceed so we can assist you as quickly as possible.
  
  We also want to clarify that if a dispute is filed with your credit company, the resolution process can take up to 90 days, during which time we are unable to process any adjustments, returns, or further assistance on your account. We want to ensure a smooth and timely resolution for you, so we encourage you to reach out to our team directly so we can assist you right away.
  
  Please let us know how you'd like to move forward, and wed be happy to assist. Have a great day!

• Initial Complaint

  Date:03/06/2025

  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.

  Date 12/08/2024 My Pop on Veneers cracked into two pieces so I called no answer so i wrote them twice never got a response. when I finally got hold them I was told the veneers would be replace never happen. they are liars never plan on replacement and on top of that they had a sale on them for $299. a week later

  Business Response

  Date: 03/11/2025

  Hi *******,
  
  We truly appreciate you reaching out and understand how important it is to have a seamless experience with your veneers. Our team is committed to providing timely support, and after reviewing your account, we see that you first contacted us on 1/9/2025 regarding concerns about the fit of your veneers following a recent dental procedure. As part of our dedication to customer care, we responded on 1/10/2025 via email and also made attempts to reach you by phone on 1/20/2025 to further discuss your options.
  
  We also want to clarify that your initial inquiry referenced a fit concern due to dental work that was completed after receiving your veneers. Unfortunately, such changes are not covered under our Pop On Promise, as adjustments made to your natural teeth after your impressions can impact the fit. Additionally, we did not receive prior communication regarding any cracks in your veneers.
  
  Customer satisfaction is our top priority, and we want to ensure you have all the resources you need. If you have any further questions or require additional assistance, please dont hesitate to reach out. Our team is happy to help in any way we can. You can also review the details of our Pop On Promise here: ************************************************.
  
  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!