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:04/26/2024

  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 veneers on February 4, 2024. In order to get the tooth veneers, they need to take an impression of teeth first. Company said they would send out an impression kit. I gave them my new address at ************************************. They claimed they sent out impression kit to *****************************************. That is what the tracking showed.*********************************************************************************** As you can see the kit was sent to my old address in **********I never got the impression kit. The company sent me tracking showing it was sent to my old address. Since I did not get the impression kit to send back I could not have the veneers made.Since I did not get the product I paid for I should be issued a refund.

  Business Response

  Date: 05/05/2024

  We are so sorry to hear this, ***. We always look forward to improving our services with both our product and customer experience. We have received your cancellation request after your requested address change on request, however, upon reviewing your account, we do see a chargeback has been filed. Unfortunately, when a chargeback is filed, payments made by the customer are fully reversed and removed from our account. In other words, all payments previously made by the customer are no longer retained once a chargeback is filed. Unfortunately, we are unable to refund the order as the bank has come to a resolution for the funds. When we attempt to refund the order, we receive an error message. However, we will be more than happy to proceed with creating the set of veneers you have purchased. If you would like to proceed with this offer, kindly reply to the email our team has sent you on 4/30/2024 with your desired Pop On Veneers shade and we will be more than happy to assist you. Please note, your address has been updated. If you wish to confirm your updated address, you can state that in your response to our correspondence as well. Kindly email us at ******************************* so we may further assist you. We're here for you! Have a wonderful day.
  
  

  Customer Answer

  Date: 05/09/2024

  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:

  You say the bank did not refund the charge. What bank are you talking about? Pay Pal. I have disputed the charge with ******* When ****** looked in to the dispute you sent them a tracking number showing you had mailed an impression kit to my old address. So ****** thinks I was sent through the tracking number the final product I paid for. That is a lie. Your company should have told ****** the truth that you sent a impression kit to my old address and not the veneers which I paid full price for.

  Because of your dis-honestly in dealing with ****** I would never do business with your company. 

  I want a refund as it is against the law to cheat senior citizens or anyone for that matter to charge a customer for a product he did not receive. All you need to do is to go into the ****** account and pay back the money I sent you. I did not receive the product I paid for period.

   

  
  

   

   

   

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

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

  Business Response

  Date: 09/04/2024

  Thank you for reaching out, ***. Per our records, ****** came to resolution with our company. As a courtesy, we processed a refund to your account in full on May 29, 2024. At this time, we advise you to reach out to Pay Pal *****************), as the refund has been issued on our end and we are unable to take any further action on this matter. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your refund. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!
  
  

• Initial Complaint

  Date:04/24/2024

  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 $575.95 for the product this company offers top and bottom veneers, at the moment of purchase they do not inform the consumer that they have a policy where if they are dissatisfied with the product they will charge them $217.08 for a product that they are receiving back and that is made of pure plastic. They are using false advertising and do not provide truthful information in their website, hiding bad reviews as well. I contacted the company and they did nothing but a partial refund of $316.95 which is absolutely unacceptable because I returned the product.

  Business Response

  Date: 04/28/2024

  Thank you for reaching out, ****. Here at Pop On, we stand by our PopOn Promise. The Pop On Promise details the fees that are kept at each stage of the customer journey which you can find here: ************************************************. Our Pop On promise is included upon purchase, within our correspondence, and a required check of approval when completing our remake/return or cancellation form. Please keep in mind that each pair of PopOn Veneers are custom-made veneers just for you, so we must account for time, labor, and materials used to create your veneers. Additionally, per our Pop On Promise we offer up to 2 remakes or a return within 30 days of the receipt of your veneers, and the 30 day warranty restarts after your 1st remake. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your partial refund amount and our policies. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!

  Customer Answer

  Date: 05/02/2024

  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 understand the policy that the business has, however this is not something the business informs the consumer at the time of purchasing their products. If I knew that I had to pay $300 to return a product, I wouldnt have purchased it.
  Yes, they do offer remakes and I gave them the chance to make a second pair of veeners and when I received them, I was absolutely disappointed. They are offering a high quality product, charging $700 for a product that can be compared to products in the marketplace for less than $10, the product is pure plastic, no design at all, it looks horrible. If you browse the website, what they are offering vs what the costumer receives is totally different, I dont know what that is to you, but to me is false advertising, you are showing professional design and the costumer is receiving a piece of plastic. 

   

   

   

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

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

  Customer Answer

  Date: 05/22/2024

  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]

  That is a great lie. Your website never mentioned that if I was not satisfied with the product and decided to return it then I would have to pay for it. Yes, it is in your pop on promise but not at the time of purchase. I understand every pair of veneers are costume made However it is a ridiculous amount of money that you are charging. I can accept to pay for the office visit, but not for a product that was returned and that clearly doesnt cost you that much to make. 

   

   

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

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

  Business Response

  Date: 05/31/2024

  Thank you for your response, ****. We understand your frustration and strive to be transparent with our customers by clearly disclosing our Pop On Promise, which you agree to at the time of purchase and is mentioned in our customer service correspondence. We would like to clarify that there is no additional charge for remakes, it is included in the overall purchase amount. If customers decide to return their merchandise it is deducted from the refund amount. We're sorry that you may not agree with your partial refund amount and would like to reiterate that each pair of PopOn Veneers are custom-made veneers just for you, so we must account for time, labor, and materials used to create your veneers. We do not charge for a return, but we may withhold a portion of the amount you have initially paid to cover the mentioned items. If you would like a breakdown of your partial refund amount we would be happy to provide that information to you, kindly reach out to ******************************** Thank you!

• Initial Complaint

  Date:04/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 12th I paid $99 on a pair of veneers that was supposed to get sent out to me and I do the molds well I did the mode sent it back in and $45 came out of my account every week up until the 24th of March or February and I have not yet to receive my my teeth I called them to complain because my account when it's default and I called to see what was going on and they told me that they wasn't receiving my payments well they received my payments because I have my bank statement in my bank statement got sent in to prove to them that I and still want nobody help when nobody replace my veneers nothing

  Business Response

  Date: 04/15/2024

  Hi *****, Thank you for reaching out. Upon review of your account we can see that two orders were placed back to back for different customers and are both in default. Upon review, our Finance Team reached out to you regarding the payments made and a bank statement was provided, however that bank statement is not in your name. The person who owns the bank account made two purchases, as we do see that one purchase was completed for you and is in your name. At this time you can reach out to the person who is assisting you with your purchase or you can choose to reopen the account yourself and proceed with your order. Once the order goes into default due to non-payment all progress is stopped and no further actions can be taken on that order until the default is resolved.

• Initial Complaint

  Date:04/05/2024

  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.

  ************************************ ******************************************************* Phone number ************ Messed up my order #******** THREE TIMES even with explicit supplied emails containing instructions as well as labeled and explicit photos showing my requests and there mistakes.We have over 40 corresponding back and forth emails, as well as 30 or 40 recorded phone calls that I have made to them.Getting nothing but the runaround, I have asked to speak to supervisors SEVERAL times, I have also requested to speak to a manager several times, to no prevail.Now when I call, my name is displayed, and they either do not answer the phone or they put me on hold for 15 to **********************************I have spoken with a number of employees. I have spoken with *****, ****, ***, ****, ******* two times, ****** two times, ********, **** two times, ******, ******, and a couple other employees They all tell me the same thing, that I will be contacted by a supervisor within 24 to 48 hours by email, I have requested an actual phone call and Im denied every time.Today April 4 2024 I called 12 times, was put on hold twice for 15 minutes and then disconnected. Kept calling back and finally got to speak with someone and was personally guaranteed by **** that a manager named ******* or ***** would be calling me back, Now I received an email saying they cannot guarantee that.I have now sent request to talk directly with one of the owners named *************************** I am wondering if he realizes how his manager is running his place and the way they are treating his customers. I have also been told several times that they tried to call me back, and left a voicemail but that is a lie. My phone does not show any incoming calls received from them or any voicemails left for ****m going to guess that I have called them 35 to 40 phone calls, and their calls are recorded for quality assurance it says lol my frustration is through the roof Hopefully BBB CAN HELP GET THIS ISSUE RESOLVED Thank you Sincerely ***************************** If you would like even more information, please feel free to email me at ************************** or call me at ************

  Business Response

  Date: 04/07/2024

  Thank you for reaching out, ******. Here at Pop On, we stand by our PopOn Promise. The Pop On Promise details the fees that are kept at each stage of the customer journey which you can find here: ************************************************. Our Pop On promise is included upon purchase, within our correspondence, and a required check of approval when completing our remake/return or cancellation form. Please keep in mind that each pair of PopOn Veneers are custom-made veneers just for you, so we must account for time, labor, and materials used to create your veneers. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your partial refund amount and our policies. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a set of set of snap on veneers through snap on veneer company. OK so I went through the financing company partially I with that I never received the impression kit so theyre still trying to charge me over a run at $900. I keep getting these messages I have not received anything to get these they will not answer the phone they will not respond to my emails Ive tried everything and Im getting ****** because they took my deposit which was $100. They wont give it back, and *** never received nothing from them. I want my money back.

  Business Response

  Date: 04/04/2024

  Thank you for reaching out, **********. Here at Pop On, we stand by our PopOn Promise which is available here: ************************************************. Our Pop On promise is included upon purchase, within our correspondence, and a required check of approval when completing our remake/return or cancellation form. Please note, per our records we do not have a completed cancelation form. We have sent the cancellation form to you on 2/7/24, 2/10/24, and 2/11/24. We must receive the completed cancellation form in order to process your request. We hope we were able to clarify any confusion surrounding our correspondence. Please reach out to us at ******************************* if you have any additional questions. Thank you! 
  
  

• Initial Complaint

  Date:04/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After seeing multiple ads for Pop On Veneers (Pop on Smiles, LLC) on multiple social media platforms I decided to give it a try. I made sure to read the reviews and made sure the site was legit. Before purchasing I made sure to check with the company that their product would work for me and my teeth. On 6/26/2023 I paid them $99 for the opening fee and would be charged $36.37 every week until the whole amount of $680.89 was paid off. After multiple tries at sending them the impressions of my teeth I reached out to support again to make sure that I was a candidate for their product, I was assured that I was and to keep trying. Frustrated, I searched the internet and their website trying to see if anyone else had this same problem and this had happened to tons of other people. I read countless reviews on how cheap the product was and how support was no help and kept charging them the weekly fee even though the plan was canceled. I called the company again letting them know I was dissatisfied with their product as their website states I should've gotten my set of veneers within 1 week of ordering. Support would not respond to my voicemails so I contacted ********** and explained everything to the representative. I filed a fraudulent purchase since the company did not deliver on its promise and was possibly a scam. Pop On Veneers/Pop On Smiles then disputed that so I never got my refund and never received the product I was promised. My bank sent me all the documents and letters the company sent them explaining why they would not refund me. The statements they gave were untrue and on top of that, they gave them all of my account information including all of my healthcare information. They sent my bank the pictures I uploaded of my teeth, this surely has to be a violation of my privacy and HIPPA rights. I am mortified that they shared that private information. This company is a scam and gives out PPI freely.

  Business Response

  Date: 04/11/2024

  Thank you for reaching out, *****. We are so sorry to hear this. At Pop On Veneers, we aim to give our customers the best experience possible- especially when assisting with any questions or concerns. Feedback from our customers is how we continue to learn and improve our services. Here at Pop On, we stand by our PopOn Promise which is available here: ************************************************. There are a few things we would like to clarify in regards to our correspondence and policies. Our team has sent a cancellation form on 7/20/2023 and however we did not receive the completed form required to cancel their order. Additionally, once a chargeback is filed we are unable to proceed with the order because a dispute returns funds to the customer during the chargeback process. Please note, we are not a medical institution. We provide cosmetic services. Upon filing a dispute all account information must be provided to the financial company. If your financial institution has reviewed the applicable information and has come to a resolution in our favor with the evidence provided, you may still have the option of continuing with your order, however no refunds can be issued after a chargeback is filed. We have just sent you a direct message, however you can also contact us at ******************************* to see all available options at this time. We would also like to clarify that our website does not state that you will receive veneers in one week from ordering. It very clearly states that you must send back impressions and upon approval, it will take approximately two weeks for your custom veneers to be created. You do have the option to pay for rush processing to have your veneers created in one week from the time of your impressions being approved and this was not an option that was purchased. Upon review of your account the $99 non-refundable down payment and two payments of $36.37 were paid and then your account defaulted due to non-payment. We hope this helps clarify and we are here for you if you ever want to start your smile journey again. Have a great day!
  
  
  

  Customer Answer

  Date: 04/15/2024

  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:

  The company did not address the fact that they gave out my personal health information and violated HIPPA laws. I am mortified and in shock that they so ****** violated my privacy rights and something needs to be done. I will be reaching out to HIPPA personally because of this. My privacy was violated and now my health information is out there in the public, how mortifying. 

   

   

   

   

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

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

  Business Response

  Date: 04/25/2024

  Hello *****. To reiterate, once you file a dispute, we must send all correspondence to your financial institution for the investigation. Pop On Veneers are a cosmetic solution. We are not a ************* nor an Orthodontist. We do not request nor require personal medical information, as we are not a medical company. If your financial institution has reviewed the applicable information and has come to a resolution in our favor with the evidence provided, you may still have the option of continuing with your order, however no refunds can be issued after a chargeback is filed. We hope this helps clarify. Have a great day! 

  Customer Answer

  Date: 04/29/2024

  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:

  You do not have to be a medical facility or a medical professional to be required by law certain privacy rights. My rights were validated, disputing the charges to my bank did not require giving them or disclosing my personal health information. In accordance with:

  HEALTH AND SAFETY CODE
  TITLE 2. HEALTH
  SUBTITLE I. MEDICAL RECORDS
  CHAPTER 181. MEDICAL RECORDS PRIVACY
  SUBCHAPTER A. GENERAL PROVISIONS

   Any business or profit making company cannot disclose a customers personal health information. My financial institution did not need those personal details about me. My privacy rights were violated and something needs to be done about it.

   

   

   

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

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

• Initial Complaint

  Date:04/01/2024

  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.

  Ordered using payment plan with partially I paid roughly $300 of & next day added $250 express ship charge in full on pop on site. Waited for impression never came so I made apt for 11/27 to go *** to have them done even got email thanking me for going and doing impressions but I was turned away & refused an apt bc I didnt know u was driving 3 hours to need a Covid/dr note to enter smh. Ive been requesting a refund from these ppl for 6-7 months now and they conveniently set up their imaginary fees as per chargebacks knowing charges cant dispute after 120 & they state u need to request cancellation b4 same. I got email (a) proving I did &often x same person never rolled 2x but stating how many discounts I would get to finish plan and get venerrs byt simple fact remains I have 10+ emails requesting an impression kit, its suppose to get shipped asap for every veneer order regardless of payment but I never even got 1! So Jan 4th I sent first email requesting same And then notice my express ship chg was a fig order # so I went and filled out 2x forms to cancel my order before 120 days. They didnt reply & I had some help issues and when I healed I emailed again for more lies. I requested an escalation in almost every email for manager only. 3 days ago I had someone say as a courtesy theyll refund me my express shipping order since it wasnt even created for me let alone did they ever send out a kit for my impressions to create my veneers with. ******* ppl who want a better quality of life is appalling. **** said confide if I wanted refund and I did and again I was sent another email again from dif person saying I missed 2 *** aptslies!!!! And after ************ $52 out of roughly $600 refund due to me is what she offered. I said no way, sending my emails Im attaching & I simply need a refund asap its those fault I could proceed with order I have been beyond patient its not my fault the order isnt completing its theirs! .

  Business Response

  Date: 04/07/2024

  Thank you for reaching out, ********. We certainly understand your frustration, and would like to provide additional clarification in regards to our policies. Here at Pop On, we stand by our PopOn Promise which is available here: ************************************************. Our Pop On Promise is available when you purchase, included within all correspondence with our ********** Team, and is a required check of approval whenever completing our remake/return/cancellation form. It is also readily available on our website. Per our records, we see that unfortunately you were a no show to 2 appointments. Please note, we were no longer requiring proof of vaccination for appointments. Additionally, our records indicate two defaults on the associated partial.ly financing plan. We received your request for a new impression kit on 11/24/23 however the account has defaulted on 11/27/23. Our team is unable to send impression kits once an account is in default status until it has been resolved. Unfortunately, no further action can be taken at this time. We are sorry your smile journey had to end this way, but we are here to help if you are ever looking to start your journey again. Have a wonderful rest of your day!
  
  
  

• Initial Complaint

  Date:03/27/2024

  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 a pair last year and told them the bottom one did not fit but i was told it was past 30 days even though i have not used it. When i tried to use the top, it felt too flimsy and like a plastic toy. When i tried to eat something soft, it broke in two parts. I sent them pictures. I told them that their materials are not made for eating and that they should make that clear in their advertising. Otherwise it would seem like they just want their cheap veneers to break on purpose so that customers can reorder new ones. I did not reorder.My top veneer mold # ***************

  Business Response

  Date: 03/31/2024

  Thank you for your feedback, ******! We always look forward to improving our services with both our product and customer experience. To clarify, the warranty upon receiving your original pair of veneers is 30 days, however we offer up to 2 remakes. 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. It's our goal for you to be celebrating your new smile, and when there's an issue, we want to make sure we resolve it for you. Certainly reach out to us if we can help in any way within our policy description here: ************************************************. We're here for you! Have a wonderful day.
  
  

  Customer Answer

  Date: 04/26/2024

  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:

  The item had a 30days warranty but i did not try it on when it arrived because the upper portion broke when i was eating something really soft. The bottom part did not fit at all. The main complaint is not the warranty but the material used is not worth the price i had to pay. It appears then that the cheap material used was done on purpose so that it will break upon normal use and make the customer reorder replacement and spend more money. It will be interesting to see how many customers have reordered because their cheap veneer broke after only a few weeks or months of use. 

   

   

   

   

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

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

  Business Response

  Date: 05/09/2024

  Thank you for your response, ******. Pop On Veneers are made from a high end flexible co-polyester material that is BPA free and stain resistant. It is generally around .3-.8 mm, depending on the specific area to give you a natural look. The longevity of the veneers depends on individual usage and how they are worn on a daily basis. We recommend to remove them for eating hard foods and sleeping. It is especially important to remove them properly. To remove them, you can slide your fingers towards the back of your veneers and just pop them right off. Additionally, as we previously mentioned we do have a 30 day remake or return policy. Unfortunately we are unable to assist you until the remake or return form is completed within 30 days. Our team has emailed you the form on 06/20/2023 however we did not receive a response. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding our policies and material. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!
  
  
  

• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the veneer kit in the mail. I was not able to do the molds due to requiring extensive dental work. Messaged PopOn Veneer on ******** and in email. I received the email response 3/26/24. The email states that they will not give any type of refunds. Kit has not been used and has not been sent back for the veneers to be made. Im being charged $575 for nothing being done. They refuse to offer me any type of compensation if the kit is returned unused. After messaging them on ********, they blocked me.

  Business Response

  Date: 04/01/2024

  Thank you for your feedback, *****, we always look forward to improving our services with both our product and customer experience! We have escalated your concerns and would like to assist you further. Our team has attempted to reach out to you via phone on 4/1/2024 however unfortunately we were unable to reach you. We did leave a voicemail with more information. Kindly check your inbox as well, as our team has also sent you an email to assist you in this matter. We look forward to hearing from you! Have a great day!
  
  
  

• Initial Complaint

  Date:03/25/2024

  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 oredered a popon veneer product i was 100%not happy with the quality of this veneer producct ,they will not refund the full price which i have paid i feel like i was scammed twice by pop on veneers

  Business Response

  Date: 03/31/2024

  Thank you for reaching out, *******. Here at Pop On, we stand by our PopOn Promise. The Pop On Promise details the fees that are kept at each stage of the customer journey which you can find here:  ************************************************ . Our Pop On promise is included upon purchase, within our correspondence, and a required check of approval when completing our remake/return or cancellation form. Please keep in mind that each pair of PopOn Veneers are custom-made veneers just for you, so we must account for time, labor, and materials used to create your veneers. Additionally, per our Pop On Promise we offer up to 2 remakes or a return within 30 days of the receipt of your veneers, and the 30 day warranty restarts after your 1st remake. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your partial refund amount and our policies. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!