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:03/19/2024

  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.

  They refuse to fix their poor product and refuse to give me a partial refund. They only offered me a discount to repurchase the same item that I still don't have and I'm still having to make payments on.

  Business Response

  Date: 03/27/2024

  Thank you for reaching out, Sindi. At Pop On Veneers, we aim to give our customers the best experience possible- especially when assisting with any questions or concerns. Feedback from our customers is how we continue to learn and improve our services. We have escalated your account and emailed you for additional information on 3/24/2024. Kindly check your inbox so we may assist you further in this matter. We look forward to hearing form you soon! Have a great day! 
  
  

• Initial Complaint

  Date:03/18/2024

  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 their pop on veneers for ****** and was told they would look real and ************* look better and the product was quality. It was not quality first of all. Looks like straight white plastic and super fake looking. It was supposed to make your teeth look straighter and it also did not. They basically take a mold of your teeth and send you back some super ************ fake looking white plastic things that clip on and dont make anything straighter than my original teeth. Super false advertising and when I returned immediately within the 30 days because they look terrible they only refunded a partial bit of my money. I spent 564 and I am getting 410 back thats unacceptable! Over 150 dollars for what?!? A horrible cheap product!

  Business Response

  Date: 03/18/2024

  Thank you for reaching out, *****. Here at Pop On, we stand by our PopOn Promise which is available here:  ************************************************. 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. 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. 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.
  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:02/26/2024

  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 bought pop on veneers in September 2023. They broke within 2 weeks. They sent a replacement and required me to send the broken ones back. The replacements broke again with 2 weeks again. Upon ordering the 2nd replacement I was told their policy was this would be the last replacement. I think that is proving they know their product is poor quality. I received the 2nd replacement and it broke just as fast. I reached out and they said there is nothing they can or would do. That's their policy. I didn't $613.74 for a sub par product. I want a full refund.

  Business Response

  Date: 02/26/2024

  Thank you for your feedback *****! We are so sorry to hear this. We always look forward to improving our services with both our product and customer experience. Thank you for your feedback! We are so sorry to hear this. 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. Unfortunately it is difficult to determine how veneers *** have been broken after the 30 day window, as there are numerous circumstances that *** be out of our control after that time period. You can also learn more about how to make them last longer by following this link: ********************************************************* . Unfortunately since you are outside your warranty period 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!

  Customer Answer

  Date: 02/27/2024

  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:

  Only response I would accept would be a full refund.  They tried emailing me to say they would give me an option to buy another set.  Why would I want to pay them more money ($200 with shipping) for a defective product. 

   

   

   

   

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

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

  Customer Answer

  Date: 03/25/2024

  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]

   Horrible,  just horrible canned response to just not back up your product. Your product cracks and is worth about $30 and yet you charge charge charge the customer and then treat them this way.  Horrible!

   

   

   

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

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

  Business Response

  Date: 03/31/2024

  Thank you for your response, *****. We always strive to be transparent with our customers by disclosing our Pop On Promise here ************************************************. 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. 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. Upon review of your account, we see you have completed 2 remakes, the final one delivered on 11/14/2023. We did not hear from you until 2/22/2024. Unfortunately since you are outside your warranty period 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:02/23/2024

  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 received a pair of Pop On Veneers and they did not fit! They also looked very cheaply made! I thought I would give them a chance to try to fix them but they sent veneers that were way worse than the first pair. I received the remakes on February 21,2024 and I was so disappointed and filed another concern with with them and read the warranty and return policy and thats when it hit me that this is 100% a scam!! The teeth look like Halloween teeth and they are made so very poorly!! This company obviously knows how bad their products are because the partial refund policy is ridiculous!!! If everyone who purchases a pair of veneers and sends them back for a refund this company is still making money off customers like me!

  Business Response

  Date: 02/25/2024

  Thank you for reaching out, *******. Here at Pop On, we stand by our Pop On Promise which is available here: ************************************************. 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. Please keep in mind that each pair of Pop On Veneers are custom-made veneers just for you, so we must account for time, labor, and materials used to create your veneers. 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.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:02/23/2024

  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.

  Paid ****** in hopes to get better smile however could not get mold at home by myself. Web site pop on veneers DO NOT HAVE REFUND policy stated clearly which violates any legit business consumer rights that's what we call fraud. Refund was refused. I m 66 y.o. widow on fixed income thus ****** is a lot for me.

  Business Response

  Date: 02/25/2024

  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. Here at Pop On, we stand by our PopOn Promise which is available directly on our website 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. Additionally, it is always available on our website for review before purchasing. We see you have initially placed your order with us on 12/8/2022. The most recent impression kit retake attempt is on 3/7/2023. The only correspondence we have from you on file is from 2/20/2024 requesting a cancellation.
  
  However, please note that as per our Pop On Promise, we must receive a completed cancellation request form within the 120 day cancellation window to be eligible. After 120 days, order cancellations are not possible, but we would be happy to work with you to proceed with your order. 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 anyway within our policy here: ************************************************ to ******************************** We're here for you! Have wonderful day!

• Initial Complaint

  Date:02/21/2024

  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 place an order with Pop On Veneers on 12/28/23, Pop On Veneers guaranteed 2-day ***** shipping. I did not receive the item until January 4, 2024. 1. I immediately sent back the impressions kit to them using the supposedly 2-day ***** return label which was attached to the box. 2. I was asked to redo the impressions on January 16, 2024, and received the second impressions kit FREE OF CHARGE. Again, I immediately did the impressions and returned the impressions in the guaranteed 2-day ***** shipping 4. On the evening of February 1, 2024, a neighbor came with my veneers. 5. The veneers were ill-fitting and I looked like ***********************. I returned the product, along with a letter requesting a full refund on February 3, 2024. 6. The Unsatisfactory veneers were received back at the Pop facility on February 8, 2024. 7. February 9, 2024, disputed my full refund request based on their 30-day rule is invalid because: a. The order was placed on December 28, 2023, so by right I should have received the completed veneers no later than January 28, 2024. b. The item was delivered to the wrong house, but even so the item was delivered on January 31, 2024, according to *** records, NOT within the 30-day guaranteed period. 8. ************ uses deceptive practices by asking misleading questions. The guarantee is that your veneers are to be delivered within thirty days from the date the order was placed. However, in the questionnaire when you try to get a refund it asks, Were your veneers delivered within the last thirty days? Yes, my completed veneers were delivered within the last 30 days, BUT NOT within the 30-day guaranteed time period from the time my order was placed on December 28, 2023. 9. Pop On Veneers sent a form, included a clause allowing them to make to deduct a $99 cancellation fee. I refused to sign it. Pop On Veneers is only giving me a partial refund so I still owe Affirm $154 for NOTHING. I do have documentation on all communications and email chains.

  Business Response

  Date: 02/25/2024

  Thank you for reaching out, *****. We certainly understand your frustration, and would like to provide additional clarification in regards to our correspondence and our policies. Here at Pop On, we stand by our PopOn Promise which is available here: ************************************************. Here at Pop On, we stand by our PopOn Promise which is available here: ************************************************. Kindly note, the 30 day remake or return policy begins 30 days from the date in which you receive your veneers. We must receive the completed remake OR return form within the 30 day period in order to process your request. 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.
  
  We see you have mentioned that your veneers have been delivered to the incorrect address. Please note, we can only send veneers to the address we have on file. We have attempted to verify your address on 1/17/24 and 2/2/24 with no response with verification or a request for an address change. Third party delivery services are not directly associated with Pop On Veneers, if there was a mistake on their end, we advise you to contact them for additional assistance.
  
  Additionally, please note, the standard turnaround time is 2 weeks from the impression approval date however it *** extend depending on varying circumstances during production. The turnaround time depends on each individual case, general order volume, and inspection quality upon completion. We must also take into account any adjustments that *** need to be made for each impression received, as each pair of veneers created are custom-hand made for each individual. We have received your initial impressions on 1/10/24 and your new approved impressions on 1/22/2024, and your veneers have been delivered on 1/29/2024.
  
  To clarify our correspondence, we have emailed you the remake or return form following your inquiry on the following days, 2/5/24, 2/6/24, 2/8/24, 2/9/24, 2/10/24, 2/14/24, and 2/16/24. As mentioned in our emails, we must receive the completed form in order to process your return. On 2/16/24 you emailed us a screenshot of the unsubmitted form which then allowed our team to manually complete your return based off the information shown within the screenshot.
  
  In regards to your refund, 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. The Pop On Promise details the fees that are kept at each stage of the customer journey which you can find here: ************************************************. As previously mentioned, 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. We have completed your partial refund on 12/28/2024 and have returned the funds to the original payment method on file. There *** be a misunderstanding, as there is no charge to do a return. Kindly check the Pop On Promise for more information. 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:02/20/2024

  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.

  These 'veneers' are complete plastic (like the vampire Halloween teeth) and don't fit properly. They offered to have them refit, but they are awful. Material and otherwise. They claim they are not plastic, but they are. There are countless reviews on them and I just want my money back for them.These are a scam and grabbing money off of people who just want better smiles. At a large price.

  Business Response

  Date: 02/21/2024

  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. We would like to provide additional clarification in regards to our correspondence on 9/25/2023 when you called our customer service team requesting a remake. During this phone call we provided you the necessary information along with a follow up email to kindly provide us a screenshot of a timestamped email requesting a remake since we have not received a remake form from you at that time. Here at Pop On, we stand by our PopOn Promise which is available here:  ************************************************. Kindly note, the 30 day remake or return policy begins 30 days from the date in which you receive your veneers. We must receive the completed remake/return form within the 30 day period in order to process your request. Since we have to record of your remake form we kindly asked for a screenshot of your request with a timestamp. Additionally, 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. 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! 
  
  

  Customer Answer

  Date: 02/23/2024

  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:

  I did, indeed, call them to make right of the situation.  They offered to remake them, and I had told them that their product was mere plastic and poor craftmanship.  They were to send me an email to reply to, to fill out and I never received said email.  When I reached out again, they told me I was not within the timeframe.  

  I do NOT want a remake.  I want to send these awful fake "veneers" back and be refunded.  It is robbery what they are doing.

   

   

   

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

  Business Response

  Date: 03/11/2024

  Thank you for your response, ***. We understand you are frustrated, however your veneers have been delivered on 8/14/2023. We do have a 30 day remake or return policy, however we did not hear from you within the allotted timeframe. On 9/25/23, after our phone call with you, we have emailed you with the following request per the conversation:
  *** ****
  
  ***** *** *** ******** **** ** ******
  
  ** ********** ****** ******* * *********** ***** ********** * *******
  
  **** ** *** ******** **** ******* *** * ****** ** *** *********** **** ** *** ***
  
  ** ***** **** ******
  
  **** ** ******* *****
  
  Unfortunately, we did not hear back from you. At this time, you are now past the 30 day time period and we are unable to take any further action on your account. 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! 

  Business Response

  Date: 03/11/2024

  Thank you for your response, ***. We understand you are frustrated, however your veneers have been delivered on 8/14/2023. We do have a 30 day remake or return policy, however we did not hear from you within the allotted timeframe. On 9/25/23, after our phone call with you, we have emailed you with the following request per the conversation:
  *** ****
  
  ***** *** *** ******** **** ** ******
  
  ** ********** ****** ******* * *********** ***** ********** * *******
  
  **** ** *** ******** **** ******* *** * ****** ** *** *********** **** ** *** ***
  
  ** ***** **** ******
  
  **** ** ******* *****
  
  Unfortunately, we did not hear back from you. At this time, you are now past the 30 day time period and we are unable to take any further action on your account. 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:02/05/2024

  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.

  I wanted veneers the company send me an impression kit several times, yet i could not make a good impression thus i cancelled and ask for my money back. They refused to pay me all of my money charging $50 per kit plus other fees.

  Business Response

  Date: 02/07/2024

  Thank you for your feedback, *******. If you have an unopened impression kit and return it to us within 30 days, as a courtesy, we will gladly refund you the $49 that was withheld from your refund as stated in the email sent to you on 2/5/2024. The additional refund would be processed within 3 days of your unopened impression kit being delivered to us. Please allow 5-7 days for your funds to show up in the account used to make the payment. Kindly contact ******************************* for additional assistance. Have a great day! 

• Initial Complaint

  Date:02/05/2024

  Type:Sales and Advertising 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.

  I ordered my kit through pop on veneers with an advertisement of "free impression kit". I received my kit, sent in my impressions and received a horrible product in return. The veneers were ****** large, did not fit, hurt my teeth and looked incredibly fake. I sent everything back for a refund. They are now charging me a return fee for the free impression kit that I was offered. I do believe that I should NOT be charged for something that was advertised for free, and then the end product was subpar and of poor quality. I am seeking a refund for the charges of the "free impression kit".

  Business Response

  Date: 02/09/2024

  Thank you for your feedback, we always look forward to improving our services with both our product and customer experience, ****** We have escalated your case and as a courtesy we have refunded you for the impression kit you were charged for. Kindly refer to the email we have sent on 2/5/2024 for additional information. We are sorry your smile journey had to end this way, but we do hope we were able to help you resolve this issue. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!
  
  
  

  Customer Answer

  Date: 02/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:01/25/2024

  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 ordered a upper portion veneer for my daughter they were taking the money out weekly to pay for it I still owed them $125 but they were supposed to have already made the veneers with the dental impressions that my daughter sent off. I called to find out what process they were in on the situation if they had finished the veneers or not and they said they never received them the dental impressions which I knew that was a lie because I had talked to somebody and said they said that I had to finish paying before they would make them then when I called back to find how much money I owed them they told me they didn't ever receive the dental impressions and it was a back and forth situation so I told them that I don't want to no longer want to deal with their company because they were handling things very unprofessionally and they said that I cannot get my money back that they would make the impressions once I paid off and I told him I didn't want the impressions I didn't want any longer to do business with them I've had two supervisors hang up on me and said they were no longer do business with me and they kept $400 of my dollars

  Business Response

  Date: 01/26/2024

  Thank you for reaching out, ******. We have reviewed your account and are happy to provide some clarification surrounding your order.
  
  You were shipped an impression kit which has been delivered to you on 3/22/2023, however we see that you have filed a dispute with your financial institution on 4/11/2023 regarding your order prior to us receiving your impressions. Once a dispute is filed, your financial institution withdraws the funds used to pay for the order from our account. During this time, we can not take any action on your account as the order is then not paid for and under review by your financial institution. Your financial institution then reviews all of your account information and decides if the funds belong to you or to our company.
  
  Your financial institution came to a resolution that the funds belong to our company. Once this happens that resolution is final. You may proceed with your order if you would like but you will have to do new impressions to complete the order. Please note: Once your financial institution comes to a resolution in favor of our company we are not able to process a refund on the account. This is why we suggest that you do not file a dispute unless you have done all you can to work with our company prior. Additionally, we have also reviewed your phone calls with our representatives and will not tolerate foul language targeting our customer service team trying to assist you. 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!