ComplaintsforPurelyWhite Deluxe
Online Retailer
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/29/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ive been getting sent the purely white maximum strength whitening refills for months now when I do not want it anymore and I keep getting charged monthly for it. Ive done everything I can, I canceled it and in my profile it says that I am not subscribe to anything and I still keep getting charged each month, Ive email multiple times with screenshots that I am not subscribe to anything and I just keep getting the same automatic response, Ive left a comment on the website and nothing. I do not use it and I do not want it, I just want it to stop charging me monthly I can return all of the products because I havent even open it I used it once and thats it. I lost my job and I cant afford for this to keep happening.Initial Complaint
02/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This company is a scam. They charged me out of nowhere claiming I bought something exactly one year ago, and in buying that item I signed up for a yearly subscription, in which I did not. Im poor, I am not going to sign up for a subscription. for toothpaste. I didnt see ANYWHERE on their website about signing up for a subscription when purchasing the product. This is one of the shadiest companies Ive ever dealt with. They also claim all sales are final, when on their website it clearly states a money back guarantee. The owner and CEO blocked me from contacting him (I couldnt get ahold of anyone from customer service) but THE MOMENT I reached out to him and he blocked me, I not only got purelywhitedeluxe responding, but his other company too. All they had to do was refund me $21. Thats it. Theyre gonna end up getting sued and I cannot wait to see it. Do not buy anything from here. Not even once, and if you have an account, close it so you wont see a random charge from them a year later.Customer response
03/02/2024
Better Business Bureau:
At this time, I have not been contacted by PurelyWhite Deluxe regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
12/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This company is a scam, they take your money and you will never get a hold of them if there is a problem. I want a refund as the website stated. This whitening set does not work- after 4 sessions- absolute nothing!! I reported this company to the *** and as soon as there is a law suit- I will be the first to join!!!!Initial Complaint
11/17/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On Sept 17, 2023 I ordered Purely Deluxe ******* kit. Not one place on their website does it say all sales final. I have asked repeatedly for a refund and was told no because ALL SALES FINAL. The same day I go the kit I tried to return it immediately and this was the answer I got. It says right on their website contact us and we will accept returns. All lies. Lies and lies.Initial Complaint
07/27/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased from this company and before the item was even shipped I emailed them (there is no phone number to contact them) and asked them to cancel the order. Needless to say they shipped it anyways. I then proceeded to email them to tell them I wish to return the item. They emailed me back claiming all sales are final, with a link to their policy. In that link which I will attach it clearly states returns can be made within 12 days of purchase and this item also has a 100%. money back guarantee. They are now refusing me a refund and I have this item still package up, not opened at all that I do not want. I just would like to return it for my money back. Not good customer service at all. Definitely would not recommend buying anything from them.Customer response
08/20/2023
Better Business Bureau:
At this time, I have not been contacted by PurelyWhite Deluxe regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
06/23/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Terrible costumer service. I just moved to a different city and my iPhone automatically input my old address upon purchase. I emailed and called them right away after placing the order and they told me its already processed and sent. Nothing we can do at this point. Which doesnt make sense. I asked for a refund since I wont ever be able to get the products I ordered since I moved yet they failed to respond or make it right. I am very disappointed with this company. I was excited to try their products but clearly they dont care about their consumers since they get so much business by paying social media influencers promote their products for free. My friend is an influencer and she gets all her products for free plus money so she can promote them. It is unfortunate on so many levels that this company operates like this.Initial Complaint
03/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hello,I ordered a teeth whitening kit from PurelyWhite Deluxe on 2/18/23 and received the product on 2/24/23. I started the kit on 2/24/23 & completed the kit. The company markets a "Money Back Guarantee" if you are not satisfied with the results (not 2 shades whiter specifically). I saw virtually no difference in my teeth and thought I would try getting my money back since the product did not work. Below you will see their requirements to request a money back guarantee, I sent them everything they ask for and included several pictures with date stamps."Money-Back Guarantee We have absolute confidence in providing the best oral care products in the world. That's why we have our 100% Money- Back Guarantee.We guarantee that your teeth will improve by a minimum of 2 shades whiter after full completion of our Teeth Whitening Kit applications.In the unlikely event that you find this is not the case with your PurelyWHITE DELUXE experience please see below.To qualify for our money-back guarantee simply follow the instructions below:Take a photo of your teeth before using our Teeth Whitening Kit, including an unused opened kit and shade guide photo.Take a photo of your teeth after completion of The Kit, along with a photo of the used product and shade guide up against teeth.Email our customer experience team ************************************ with the instructions listed above Your application will be processed within 2 days of submission"I emailed ********************************** on 3/1/23 @ 3:22pm requesting my money back as their guarantee states according to their website and no one will respond. I have reached out to this email 4 times, their ******** page does not allow msgs or posts, I msged their instagram and they do not respond there either. There is NO PHONE # to call. I tried to leave a review to warn others about this company being a scam and even though I purchased a kit, they will not allow me to leave a review on their website or *******Customer response
03/31/2023
Better Business Bureau:
At this time, I have not been contacted by PurelyWhite Deluxe regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
02/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I paid for the item AND 3 day express shipping. Its been LONGER than 3 days and they wont even tell me where its at. The last known location on the purely white website states its in the *****. I would like my item to be delivered to my house and the refund for the 3 day shipping since it has been longer than 3 days.Initial Complaint
01/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My led light stopped working after 3 uses in less than 30 days. I am just seeking for a replacement. I have tried reaching out several times via email. They asked for videos and photos and everything was sent. Yet I have no resolution nor response.Customer response
02/20/2023
Better Business Bureau:
At this time, I have not been contacted by PurelyWhite Deluxe regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
01/20/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered this product because I was willing to try it out because of the reviews& the money back guarantee. I tried their product and it made my teeth extremely sensitive. I ordered the products on Dec 16 my order number is #******* paid $104.15. The product on their website states why you should buy their product: Up to 12 shades whiter, Dental grade formula, Helps remove years of stains, 3-year warranty, Whitening results guaranteed and Over ********* kits sold.I received the order and once I had issues with the products regarding sensitivity and results I reached out to them to ask for a refund and begin the return process on December 26, 2023.They responded on December 27, 2023 w/ "Every smile is different so some customers may require a full 10-minute session each night after brushing for 21-days straight. Other smiles will only require **** days of treatments to get to their desired shade.We recommend continuing use with our whitening wand refills until desired results are achieved.******************************************************************************* Pro tip: try to use a straw to reduce contact with your teeth when drinking liquids. You only need to avoid staining foods and liquids for 1-hour post whitening sessions. At least while you are in the first few months of whitening treatments. We also recommend brushing and flossing your teeth after each meal, whenever possible.Please let us know if there is anything else that we can assist you with in making your oral care journey better!"That was not helpful & seemed like an automated response. So I wrote them again on January 9, 2023 and they responded with "****** ************** ** ****** ** *** ******* *** ***** ** **** *** ***** ***** ** ***** *** *** **** *********** *** *************."I did not see anywhere that was stated so I told them that and its now been a week since I sent the last email on Jan 11 and they won't respond. I sent them pictures and gave them all the info I thought they needed
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Customer Complaints Summary
38 total complaints in the last 3 years.
8 complaints closed in the last 12 months.