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:11/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company over charges insanely for a defective cheaply made product. Their customer care is total ******** and they should have a class action lawsuit because this is just an over all bad business and product. Ill be looking into lawyers because this business deserves to be out of business its a small piece of flimsy plastic that broke in 2 weeks it was ill fitted from the first day of wear and they dont deserve another dollar.

  Business Response

  Date: 11/16/2023

  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. You can also learn more about how to make them last longer by following this link: *********************************************************. Per our records we see that your veneers have been delivered on 5/31/2022 however we did not receive correspondence regarding your veneers that have broken as stated within 2 weeks until 11/9/2023. 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.

• Initial Complaint

  Date:10/26/2023

  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 the pop on veneers about a month ago. I returned the impressions but that had to be redone, we get 3 attempts after the attempt, I discovered this process was too difficult.I called the company about a week after purchasing the product to discuss return options not once was I advised that I would be charged $99 for cancelling my order had I know that, I would have stopped the process and requested a refund immediately.I sent the second impression kit back unopened they advise that I'd be charged *****. I went through a third party Affirm. I made 2 payments of $113.94 which total $227.88, if they are charging me $***** where is the rest of my money. I feel this company has poor business practices and I want my full refund. I have not taken advantage of any of their services so I want all of my money back.I did not read their return policy, I called instead. I want the call pulled to show this charge was never discussed.I WANT A FULL REFUND this is ridiculous. These businesses out here getting over on people. I looked at their return policy later and did not see where they attach all these charges. They should be shut down.

  Business Response

  Date: 10/27/2023

  Thank you for reaching out, ********. We certainly understand your frustration, however, we issue partial refunds per our policy. When you placed your order with us, you agreed to the terms of our Pop on Promise, 30-day warranty, and return policy. Unfortunately, full refunds are not eligible once your order has been placed. Kindly view the cancellation section of our policy for further details here: *************************************************************** You can view our deductions and processing fees 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. 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: 10/27/2023

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

  I want my full refund I was not advised of this. This is what their customer service reps are there for to answer questions when all of their policies are not visible its easier to call. I was never told of this charge, had I known, I would have never went through with the purchase. To keep $100 of someones hard earned money is wrong, fradulent and a form of extortion. I want MY FULL REFUND.

   

   

   

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

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

• Initial Complaint

  Date:10/16/2023

  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 went through Pop On Veneers to help get a better smile. They sent me the items to make the impressions and I returned them. They sent back telling me the impressions were not good and I needed to send them again. I sent the impressions again. While all this was going on I was making weekly payments. I had paid so far $355 to date. The veneers when I received them did not fit in my mouth properly. I tried them for several days and then I requested a refund. They said they would do a partial refund and I assumed that would be because I had not paid in full yet. I got a refund of $102, so they kept $253 of my money.

  Business Response

  Date: 10/19/2023

  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:10/11/2023

  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 my product and within less than a month they cracked and I could not wear them at all I was very careful with them as I could see they were very cheaply made I contacted the company and they offered me another pair for ****** I told I was not going to pay any more for something that should not have cracked in the first place I wanted at the very least a replacement at no charge and they just kept offering a replacement for ****** I don't believe they even read the issue I could buy the same thing only better quality on Amazon for *****

  Business Response

  Date: 10/11/2023

  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:  ************************************************. 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.
  We have attempted to look up your order details with the email and name provided here, however we were unable to locate your account with the provided information. We would need either the email used to purchase, the order number (begins with 88), or the name on the account. Kindly reach out to ******************************* with the requested information so we may assist you further. Thank you! 

  Customer Answer

  Date: 10/20/2023

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

  The complaint has not been resolved they just keep offering a discount on a spare set.  Also asking me to reinstate the payment plan.  I have already told them that I'm not going to keep paying for something that broke within a few weeks of receiving them.   

   

   

   

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

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

  Business Response

  Date: 10/22/2023

  Thank you for your response, ******. After reviewing your order, we noticed your payment plan for your original order has defaulted on 7/17/23. Kindly note, we are unable to take any action on your account when an order is defaulted. You would need to complete payment in full for the remaining balance on your original defaulted payment plan. Additionally, your veneers have been delivered on 6/27/23. The warranty upon receiving your original pair of veneers is 30 days, and we offer up to 2 remakes which restarts after the first remake. You state your veneers broke within 2 weeks however we do not have any correspondence from you within the 30 day window to begin a resolution to the defaulted payment plan in order to start the remake process. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your order. Please reach out to us at ******************************* if you have any additional questions. Thank you! 

• Initial Complaint

  Date:10/10/2023

  Type:Delivery 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.

  Placed order online on September 21,2023 at 5:34pm. I looked at some reviews and decided to cancel. Called to cancel on September 21. 2023 at 5;40 ,pm Spoke to rep ****** and was told she would place a cancelation request. I could not download form so ****** said she would fill it out and submit it. It was just 6 minutes from placing an order to canceling. Backed this request up by sending a email to cancel. Which was at 6:12 on September 21, 2023. I was advised after 30 days a $49 fee would be charged to cancel order. I have received nothing but a hard time. This order was to be financed thru Affirm. Pop on Veneers placed order anyway on September 22. 2023. Charged Affirm $613.74. On 9-22-3023. Then credited back $564.74 on 9-25-2023. Leaving a balance for me to pay of $52.12. Order canceled within 6 minutes of placing order and Pop on Veneers refuses to refund balance. Their site states 120 days to cancel. Again I canceled within 6 MINUTES. This company is scamming people. I refuse to be involved

  Business Response

  Date: 10/11/2023

  Thank you for reaching out, Virginia. Our policy states if you are eligible for a refund, upon receipt of your completed cancellation request form, we will issue a partial refund less the processing fee deductions listed here: ***************************************************************. Refunds will be processed to the payment method on file within 3 business days of receiving your request excluding weekends and holidays. However, since there was a miscommunication on our end after placing your order, we have refunded the $49 cancellation fee. Kindly review the email we have sent you today for reference, and do not hesitate to reach out with any questions to ******************************** Thank you!

  Customer Answer

  Date: 10/13/2023

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

• Initial Complaint

  Date:10/10/2023

  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 Pop On veneers. Didn't fit so requested a new kit. They sent me several kits without my permission and charged me $49 for each one. No phone number to contact, only email. Needed a remake and neither set was fitted correctly. I returned both for an unspecified "partial refund". The refund was only $33.00. As I had already returned the product, I was charged over $400.00 for nothing.I believe they're deceptive in their business practices. It is difficult to properly communicate without a phone number to call.

  Business Response

  Date: 10/11/2023

  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:10/02/2023

  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.

  On July 21st I reached out to ask about the refund process seeing that the veneers I got were made out of cheap plastic and I did not like they way they looked. The teeth were also made terrible but my biggest issue was the material they use. I got an answer to allow them to make 2 more attempts which I said I did not want due to it being a material issue and again asked about their refund policy. They only answered me with a form to have remakes made and did not give me their return policy. At this point I have paid over $700 for something I only tried on.

  Business Response

  Date: 10/02/2023

  Thank you for reaching out, ******. We certainly understand your frustration, and would like to provide additional clarification in regards to our correspondence. Our records show that we have sent the remake or return form along with the policy twice on 7/22/2023. Please see screenshot of the email sent on 7/22/23. 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. Your veneers have been delivered on 7/21/2023. Unfortunately since you are outside your warranty period no further action can be taken at this time. The remake or return form must be completed within the 30 day window. We are sorry your ************* 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:10/02/2023

  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.

  Ordered impression was accepted received veneers they were so bad could not even wear. They sent 1st remake accepted impressions they were better but very loose so they sent another impression kit ( last one they will do) My issue is I tried contacting them to see if I could hold on to the loose ones while they make the third set because there is no refund or remakes after that ( which I dont like but accept) if they are unwearable at least I would have loose ones which is better then nothing. I sent two emails no response

  Business Response

  Date: 10/02/2023

  Thank you for reaching out, *****. We certainly understand your frustration, and would like to provide additional clarification in regards to our correspondence. Our email response time is typically 24 hours excluding some holidays. We have reviewed our correspondence with you and see that we have responded to each of your inquiries. See attachment for details. If you do not see the responses in your main inbox kindly check your other inbox folders. Kindly email us at ******************************* so we may further assist you if you have any additional questions. We're here for you! Have a wonderful day. 

• Initial Complaint

  Date:09/21/2023

  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.

  Purchased these and in less than a week they cracked. They made a second set for free. Then those broke in just a few days! Now they say Im out of my 30 day warranty period and will not make a replacement or refund my money. All they offered was to sell me a spare set for more money. Why would or should I have to pay more for a product that did not hold ** in the first place??

  Business Response

  Date: 09/24/2023

  Thank you for reaching out, ****. We have attempted to look up your order details with the email and name provided here, however we were unable to locate your account with the provided information. We would need either the email used to purchase, the order number (begins with 88), or the purchasers name on the account. 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: ********************************************************* . 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: 10/12/2023

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

  These never lasted longer than 2 weeks before they broke.  Although they have made 2 sets of new ones, none of those lasted longer than 2 weeks before they broke as well.  I feel like, if they cant provide a good quality product, they should be liable for damages. Replace with a new, better quality product, or refund the money!!

   

   

   

   

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

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

  Customer Answer

  Date: 11/06/2023

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

  ******** is the order number 

   

   

   

   

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

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

  Business Response

  Date: 11/08/2023

  Thank you for your response, ****. Please note we can only send correspondence to the email address originally used to purchase. For security reasons, we must receive an email from you to ******************************* with the order number from your confirmation email so we may update the information on the account. We cannot do so from BBB as the name does not match what we have under that order number. BBB is an outside affiliation, and does not have the same information as we would when you reach out to us at ******************************** We look forward to hearing from you! Have a great day! 
  
  
  
  
  

• Initial Complaint

  Date:09/19/2023

  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 Pop On Veneers on May 26, 2023. I paid $619.50 for both a top and bottom set of veneers for my teeth. They offer a remake within 30 days if you don't like them, but I did like them. They were perfect - I am an actor and I bought them to use on stage. Here we are on Monday, September 10th, and the bottom arch had cracked while in my mouth, and the next day on 9/11 the top arch broke completely in two as I was putting it in. I was appalled. I hadn't even used them every day - I was only wearing them for 2-3 hours a few days a week. When I reached out they used language that covered up there is NO warranty or guarantee of quality. ONLY the 30 day period in which they will remake if not satisfied. Because I was past 30 days, I could buy spares for $139 each, plus shipping but it would take a month to come and I need them THIS Friday, 9/22. I couldn't afford that - so I just ordered a replacement for the top arch that had completely broken. Then they charged me $17.99 shipping and local tax. I have told them my whole story and they want $250 to rush them. I can't pay that. I bought them for THIS week, THIS show and their product broke and now they are extorting me for more money rather than ******* these to keep my business and show they care about me and keeping my business. I have begged and pleaded and still nothing. Unempathetic, unsympathetic, apathetic response stating their policy - it's $250 or wait a month - AFTER the show closes. I will be toothless this entire run. I think this is a scam... they break easily on purpose so you have to keep ordering spares - but they aren't spares. They are replacements. I am DESPERATE. I CANNOT go on stage toothless but I also can't quit the job. I am going to be humiliated and no one at POP ON cares that their product broke OR about trying to help me. ALL I wanted was for them to rush them FOR me. Also - I paid with credit so they broke, I can't use them, and still aren't paid for.

  Business Response

  Date: 09/21/2023

  Thank you for reaching out, *****. To clarify, the standard turnaround time is approximately 2 weeks. 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. Please keep in mind, adding rush to your purchase marks your order as priority to complete the handmade crafting faster, hence the extra charge. Unfortunately we are unable to make special exceptions for individual circumstances as we must maintain our company standard turnaround time for all of our customers.
  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. 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: ********************************************************* . Please reach out if you have any other questions. Have a wonderful day!