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:07/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a full set of dentures from this company in February 2024 for 1500.00. I knew exactly what I wanted as far as looks from the start and provided a lot of pictures and hoped for the best. They could not seem to get the look right so finally I had to send my then current top to be scanned so they could get it right. Finally they started to get the look right then it took a few more tries to get bite right. It took 7 try ins total not for looks but for fit. I finally got my finals in September 2024. When I first got them they were very tight then ten days later they got loose to which I notified them. All was well then in november I accidently dropped a couple inches into the sink and a big chunk fell off back. They immediately got on replacing it. They supposedly sent one out that got lost, they sent another that I could not get to fit during this process I was still using original and it's now January I'm still waiting on a replacement and the original cracked completely to which I immediately notified them and was very concerned about an underlying issue to which they ignored. I finally got 3rd top denture in January and was using it until July when it got a hairline crack eating a soft breadstick. I notified them. They ignored me for 6 days then falsely accused me of portraying another company's denture as theirs then refused to help me claiming they already fulfilled their obligation by replacing it before even though this break was a direct result of them ignoring my concerns about an underlying issue. They chose not to validate my concerns and I feel I did nothing wrong. I feel for the amount of money I paid I deserve proper dentures that will last me and if they can't give me that I deserve a refund to go elsewhere and find a company who can and will.

  

  Business Response

  Date: 07/23/2025

  **** ****** has now submitted two complaints against our company to the Better Business Bureau within a span of two days. Her first complaint was filed on Sunday, July 20, 2025, and was assigned case number ********. She then filed a second complaint on Tuesday, July 22, 2025, under case number ********* which repeated the same claims as the initial complaint.
  We believe this pattern of behavior constitutes harassment, as the repeated filings appear to be intended to pressure or damage our business rather than resolve a legitimate issue.
  On July 2, 2025, we issued a formal cease and desist letter to **** ******, instructing her to remove all video content and posts related to our company and to refrain from making any further public statements about us. In response, **** ****** stated, “You have no leg to stand on. Let the law talk to me — I'll tell them what you guys did.” Shortly thereafter, she published another video on TikTok discussing our company, in which she disclosed the full name of our company’s owner—an act we view as doxing and a serious violation of privacy.
  Given the repeated BBB complaints, the violation of our cease and desist, and the public disclosure of private information, we now consider **** ******’s actions to be targeted harassment. We respectfully request that she cease all further contact with our business and discontinue any public commentary about our company.
  For reference, we have included below the response we provided to the initial BBB complaint filed under case number ********.
  **** ****** is a video content creator on TikTok who has gained significant attention through her videos documenting her denture experiences with our company. Due to her unique and often unconventional requests, frequent alterations to her denture design, and repeated incidents of damage to her dentures, she was able to produce a substantial amount of content featuring our products. This has resulted in increased views, followers, and other forms of monetization for her.
  Throughout this process, we received multiple emails from **** ****** in which she threatened to post negative content about our company on social media if we did not comply with her demands. Given her persistent demands and attempts to pressure us through these threats, we have made the decision to no longer provide denture services to social media influencers. We believe **** ******’s primary objective was not to achieve a properly fitted denture but rather to create content that would attract attention and views.
  At DentureBox, we have made every effort to accommodate **** ******'s requests, going above and beyond to ensure her satisfaction with her dentures. **** ****** provided us with a detailed wishlist, including several celebrity smile references and specific instructions regarding tooth placement, gumline, and overall appearance. She expressed a preference for a youthful yet natural smile and requested modifications such as shorter teeth next to the front, pointy canines, a broad smile line, minimal gumline visibility, and a normal overbite.
  To ensure we met her expectations, we held numerous consultations and revisions:
  March 1, 2024 - February 11, 2025: Ten video calls, including an extended session with our head designer on September 9, 2024, allowing her to directly influence the design via computer visualization.  She also met with Jennifer, our head consultant and the lead designer to discuss her occlusion and design.
  
  
  Email Communication: Over 60 emails were exchanged detailing her desired changes, with additional photos and videos sent on multiple occasions.
  
  
  Replacement Dentures: As per our policy, we provided one replacement free of charge due to damage from normal wear and tear. **** ******'s dentures were replaced after being accidentally dropped in December 2024, and again after breaking while eating a hard candy 2025.
  
  
  Despite these efforts, **** ******'s indecision and frequent changes to her requested design made it increasingly difficult to finalize the product. Her dissatisfaction persisted even after the final permanent denture was shipped to her on September 9, 2024. In total, 11 try-ins were sent without any additional charge, and we did not bill her for any extra services beyond the second try-in, despite our standard policy.  In total, the extra services we provided to cater to her requests were over $1,500.00  
  In December 2024, following her initial denture replacement request, **** ****** experienced additional issues with the dentures, resulting in further replacements. While we were in discussions with our consulting dentist regarding her case, she issued a threatening email demanding a resolution within a specific timeframe, or she would take her grievances to social media. Despite the timeframe not being met, she proceeded to post a TikTok video, making disparaging comments about our company.
  In response to these actions and further communication, on July 2, 2025, we sent a formal cease and desist notice, as her behavior had become disruptive and unprofessional. Unfortunately, despite this, she continued to publicly criticize our company, including posting additional videos and doxing the owner of the company. Given the nature of her conduct and the repeated failure to reach a satisfactory resolution, we have made the difficult decision to close her case.
  Over the past two years, **** ****** has sought denture services from three different providers. In a now-deleted TikTok video, she shared that her dentist informed her that he could no longer assist with her denture needs. Subsequently, **** ****** engaged another professional to create her dentures, but the outcome was also unsatisfactory.
  We remain committed to providing excellent service and have extended every effort to meet **** ******'s needs, but we believe that at this point, no further action can reasonably be taken.
  
  

  Customer Answer

  Date: 07/23/2025

  Also I did not state your owners full name I said ** ****** and that's public info if you look it up. Also as I stated the one on the 20th I feel like didn't have enough info so I decided to be more detailed that's not harassing lol. I just don't feel like I should just sit down and be quiet and let this go. I was DONE WRONG as were many others I was not the only one unfortunately. I will agree to leave you guys alone for good if you do what's right and give me a refund so I can get a proper functioning denture that is not going to crack over eating a bread stick. Also I was instructed to be quiet not say anything about any of this on social media bc these people are aware of how aweful their products are. They try to bully people into not talking. 

• Initial Complaint

  Date:03/13/2023

  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.

  On August 2, 2022 I ordered a full set of custom dentures from this company, I paid $******** for them. According to their website they guarantee you to be in functional dentures or tryins in a couple weeks, but so far I have been going back and forth with them ever since and I am still without functional dentures. I had no idea what dentures were supposed to look like or feel like so I had to go by what they showed me and told me. When I saw what dentures were supposed to look like, especially the bottom denture I asked them why my denture was NOT made that way and I was told that my anatomy was not made that way. They have not fit from the beginning and whenever I asked about it I was told that I just had to get used to them. But, That is not what was promised and now I'm just being ignored and told that they can't do any more for me and that they have gone above and beyond . So now I'm out money that I don't have, *** * ****** ******* ** ********** and now for almost a year and a half I have not been able to eat or do anything. All I want is teeth, is that too much to ask? If they can't do what I have asked I should get my money back. This has caused me so much stress in my life *** ********* *** ****** *** *** **** *** ** ****** ** ************* ******* ** **.
  Thank you

  Customer Answer

  Date: 04/03/2023

  Before contacting the BBB I tried numerous times to get some kind of resolution to this issue but I get no response from the company. They have sent me  try-ins that are not even for my mouth and when I asked about them it was totally ignored. This company guaranteed functional try-ins or dentures with in weeks and I have not gotten anything functional with anything they have sent me. I have asked them about why the bottom denture is made the way it is, (which is all wrong) and they just said that my mouth isn't made for open dentures, which makes NO sense at all but they didn't do them right and no matter what I asked or even showed them I got nothing.  I have had nothing and I have not been able to eat anything except mushy stuff for a year and a half now and my health is declining because of it.  All I wanted and still want is dentures, so I can eat. Why is that so hard to get, why can't they just do what was promised to me and guaranteed from the beginning? I paid them for a service that they are built on, to provide dentures to people, all they want to to bring beautiful smiles to people, well I have NOTHING!!!  All I want now is my money back so I can try to get someone else to make me dentures so I can finally eat real food. * ** * ** ****** ****** ******* **** ***** ****** *** *** ** ******* ** *** *********** ******** **** *** ****** *** ***** ******* I would really just like to be able to try to eat food before my stomach completely shuts down.. I can't even look in the mirror because I'm depressed and disgusted with what looks back, and I can't talk to anyone because I don't want people seeing me like this. I just want what was guaranteed, or my money back. 

  

  Business Response

  Date: 04/11/2023

  To Whom it May Concern,
  I hope that whomever is reviewing this case, you are finding your day wonderful.  My name is Jennifer ******* and I am the General Manager at DentureBox. I would first like to thank you for your time and effort to understand this situation. I personally oversaw the case and our process with Patricia ****. * ** * ********* *** ** ******* *** ** * *** **** ****** ****** ******** *** ******* ******* * ********** *** **** **** ********* ***** ** *** ***** After having our initial conversation with Patricia and understanding her situation, I immediately made the decision to upgrade her case to expedited shipping (2-day shipping, usually a $*** charge) free of charge. I wanted her to help her to have the ability to eat and have some normal quality of life as soon as possible.  
  At DentureBox, we don’t make the claim to a customer that we will have finished dentures within two weeks. Our process from initial impressions to final denture usually takes significantly longer than that. However, we do tell our customers that they can (depending on the quality of their initial records, and shipping times) have an initial try-in denture that can be used as a functional denture during the process.
  Our process with Patricia started on August 2, 2022 when she ordered her initial impression kit. I personally met with her on August 4th, via video conference to help her with the impression making process. Our process definitely takes time to get the information necessary to deliver a final denture that the patient is happy with. We start with initial impressions that the customer makes in their home with the help of a Denture Consultant that walks them through the process. After we receive their records, we take them and digitize them so we can start the design process. Once a design has been approved through our Quality Control process, we print a “try-in denture” in monochromatic acrylic and send that solid try-in to the customer to evaluate it on their own prior to our evaluation process via video conference. The goal of this is that the customer can evaluate the try-in prior to any input from their assigned Denture Consultant. We encourage them to evaluate the esthetics, function and fit of the try-in prior to meeting again with the Denture Consultant. Our customers are asked a list of questions so the Denture Consultant can properly evaluate the try-ins and have the customer help direct any changes that need to be made. Our Denture Consultants do not pressure our customers into accepting a product that they have not thoroughly used and are pleased with. This is the entire reason our customers are encouraged to wear the try-in dentures for a period of time so they can properly evaluate them. After the first try-in, our Denture Consultant helps the customer get any additional impressions or records that may be required to make any requested changes. This process is not something Patricia was willing to properly participate in.  
  As stated above, we encouraged Patricia to wear the try-in dentures and collect the data necessary for us to make the changes that she required.  She refused to wear the try-in dentures for any longer than a few minutes before our video calls. When we met with her on a video call, we were never really able to properly evaluate her try-ins, but did the best we could to collect additional information, make supporting impressions and have her send them back to our office. We asked her specific questions about fit, design and function. The information she gave us was used to improve her design and create new try-ins that were sent back to her for further evaluation. At that time, DentureBox did not have a set limit on the amount of times it would take to get a product that has great esthetics, fit and function and that our customers are happy with in their mouth.  
  During this process we met with Patricia via video conference 8 times.  Every time she was asked about the fit of the denture, she was concerned about the fit and design of the upper denture. She repeatedly told me everything was fine with the lower denture. On three of those calls, our in house dentist was present to help to understand her concerns, which were primarily cosmetic.  On the sixth video call, she actually convinced us that she needed only some minor cosmetic changes and did not want to have another try-in and was ready to move to the final denture. We made her requested changes, processed her final denture and sent it to her.  
  Once she received her final denture, she decided that it had a “bump” that she didn’t like.  We agreed to fix the “bump” for her and sent her another try-in that reflected her requested change and met with her again on a video call. As a reminder, this last try-in and video call happened after she approved the final denture, then was not happy with it after she received it. On the video call, she stated that the look of this try-in was great and the fit and function were also good.  At this point, we sent her a form to sign that stated she approved the final design.  We then again processed a final denture (This one at no additional charge) and sent it to her. On every call, Patricia was encouraged to wear the try-in and make sure everything fit and worked for her and looked the way she wanted.  Every product that leaves our laboratory is put onto the customer’s models to make sure the fit is correct and the teeth are coming together according to the information that we were given by the customer.  Between video calls, while we were designing and fabricating her try-ins, Patricia would send emails urging us to hurry up her process.  She was very impatient and if I didn’t respond to her immediately she would send a message from somewhere else.  One weekend I didn’t respond and she reached out to a person on ******* that we work with because I hadn’t responded yet.  
  Our process is only as good as the information we are given by our customers. That is why our process calls for trained Denture Consultants to walk each customer through the impression and records process to ensure we receive the highest quality records possible. Patricia told us everything was good TWICE!  So we sent her the product that she had approved.  It was months after we sent her the final denture that she reached out to tell us that she was having problems with the lower dentures.  I felt bad for her so I sent her custom designed trays and paid for her to send back the final dentures. After receiving them, I spent hours adjusting the dentures so that they fit on her current models.  Between expedited shipping, extra time and energy, DentureBox has financially invested more than twice the amount of money as she invested in her initial purchase. 
  Our process is very successful and we are providing people with dentures they love daily.  But in order for this to happen, our customers must follow our process, provide us with good information and not rush through the try-in process.  All of us at DentureBox wish Patricia the very best in her recovery and have no ill will towards her. I feel we went well above and beyond to provide her with a custom made denture that she specifically approved…twice.
  Please feel free to reach out if you have any further questions regarding our business, our process, or Patricia’s specific case. 
  Regards, 
  Jennifer 
  
  

  Customer Answer

  Date: 04/11/2023

  I have read their response and I dispute it, I have asked them many times from the beginning to fix the problem with the ill fitting bottom denture. None of them have ever fit and I said so from the beginning. The bottoms have always been loose and flip right out no matter how much adhesive and relining I have tried as per their instructions. I have asked them to open the troth so that the denture snugs down around the gum and NOT sit on it like they all have. I had no idea what a bottom denture was supposed to look like until I saw other peoples dentures and saw they were open all the way back like a canal to fit down around the gum. Mine have been closed off and boxed off from the beginning and I sent them pictures of bottom dentures that were made right and asked them to open mine. But I was told that my anatomy wouldn't allow them to fit that way, which is NOT true because I have had dentures made by someone else and the troth is open all the way around just like the top denture is made. I did NOT rush them through anything, I was told if I had any questions or concerns to send an email and just ask, which I did. The last time I spoke with Jennifer or their dentist I was told that they were as good as they were going to get and that I would just have to get used to them. So there was no point in making another try in and they went ahead and made the last one, which just like the others NEVER fit because the bottoms were NOT made right. You only close them off and make them boxy for snap ons which I don't have.  They did send out another impression kit and try in, which was NOT made for my mouth and when I asked Jennifer about them I got NO response at all, as usual. She told me to send back my dentures and that they would fix them , because there was only so much a person can do with the adjusting kit they send you. But when I got them back and looked at them NOTHING had been done and they looked exactly the same as when I sent them back to them.  I am sorry I ever went with this company in the first place and I wish I had stayed with the company that was making my dentures. But the other company was just one person and it was taking a month and a half every time something had to be done and this company says they'll have you in functional try ins in weeks NOT months, But that a lie too. If they had gone above and beyond as they claim I would have had my dentures and be able to eat a long time ago and I would never have had to go after them But they didn't.  * **** ****** ** ******* ***** *** ****** ** *** ** ** **** **** ******* ******* *** *** ******* *** ******* ** **** *** **** **** **** ******* **** *** * ****** ****** ** *** ******* Lesson learned. 

  Thank you

  Customer Answer

  Date: 04/24/2023

  Good Afternoon,

   I have enclosed some photos of the bottom dentures to show why none of the bottoms would fit on my gums from the beginning. They were ALL made wrong, as you can see in the pictures they are all closed off and boxy. The last picture is one I got online to show how the bottoms are supposed to look like, They are supposed to have an open troth so they sit down around the gum, NOT sit on top.  I asked them numerous times to fix the bottoms and they wouldn't, they said my mouth anatomy wouldn't allow them to do that, (which is ****).  All they had to do was fix them and make them right and I would have had my dentures and I'd be able to eat, and smile by now But instead I'm still unable to do anything and my health is deteriorating because of it. All I wanted was what I paid for, what the promised, why is that so hard to get? All I have done since starting with this company is waste my time and money that I didn't have to begin with to waste, I'm sorry I ever believed anything this company advertises, they are a **** and a ***** unless you are making videos to promote them. No, I am not happy this case is closed, I did not get anything resolved.

  Thank you for your time,

  Patricia ****