ComplaintsforPurelyWhite Deluxe
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Complaint Details
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Initial Complaint
12/30/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Seller of teeth whitening kits and products, not medically proven or verified by experts in the field. Business website claims "we've got you covered. Simply get in touch, and a team member will respond within 48 hours". After numerous emails to send the products back after discovering all the negative reviews online, there was absolutely no response on the part of the seller.Also, they retained my credit card/paypal information and sent more products to my address, which I myself did not order, and charged me an additional $81.00 for them.Also, the packages are being sent from different locations, and each transaction with this business shows a different phone number underneath it, so as the make the business untraceable: **************************.Both transactions show **, but one of these numbers is connected to **********, **.Addresses of the packages:1. **************************************************************** 2. *******************************************************************************Initial Complaint
12/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered the teeth whitening kit from purely white and they were using the services of ******** to deliver the item. When it was delivered it was left at a totally different property from the one I'm at (the door in the picture is blue the doors of the property I'm at are all grey) so I reached out to the delivery service and they had a hard time contacting someone one about the delivery issue to get me a replacement item delivered so a request for a refund was requested on my behalf. I think it was the next day that a package was left for me it's the teeth whitening kit I no longer need and requested a refund for. By this time I had also went and purchased a teeth whitening kit and no longer needed purely white deluxe kit. They have been ignoring all of my emails and I even left them a DM on their Instagram and they are ignoring me there also, I want my money back I have no intentions of opening what was delivered to me after I requested a full refund. One of the first things I noticed on BBB about purely white deluxe is that they ignore their customers with complaints after getting their money. BAD BUSINESS PRACTICES. ORDER NUMBER *******Initial Complaint
09/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered and paid for their product. It never came. I emailed them and they said its delivered and they arent responsible that i didnt receive it. I contact the delivery co they used and they said it was returned to sender and not delivered. When I tell them That they still say it was delivered and. I thing they can do. I never got refunded and never received what I paid for. Very frustratingCustomer response
10/07/2022
At this time, I have been **ntacted directly by PurelyWhite Deluxe regarding **mplaint ID ********, however my **mplaint has NOT been resolved because:
[Your Answer Here]
Responses I get are email and text messages emails say it was delivered and theres nothing they can do for me the text messages all say the same thing I will check on your order and get back to you I only get an updated response when I ask for an update no phone numbers to call still no refund or delivered product its now a month since I ordered and paid for this
I have emailed and text the response from their delivery ** that the product was not delivered but returned to sender and still wont take care of this
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Initial Complaint
08/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a kit plus refills from purely white Deluxe. The second I clicked place order the 145$ came off of my card. I never received an email or text message after this. I waited 10 days for it to arrive. I never received the items so I ended up emailing support. Support told me to contact shipper as they are not responsible. Shipping company told me they can do nothing and to contact purely white deluxe. I spent 145$ and GOT NOTHING. They no longer are responding to my many emails. They have no phone number to call and contact them. They are advertised everywhere but cant help me when I didnt get the items I ordered? Please help if possible. I need a refund. I feel like this company STOLE from me.Customer response
09/23/2022
Better Business Bureau:
At this time, I have not been contacted by PurelyWhite Deluxe regarding complaint ID ********.
Sincerely,
*******************i have emailed them every single day since I filed the complaint
Initial Complaint
06/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I am reaching out because I ordered a teeth whitening kit but did not receive my package. I placed an order on Saturday 6/11 and I received a link saying it was delivered on Tuesday 6/14, but I could not locate the package anywhere. I called Axlehire, the company responsible for delivery and they stated they incorrectly delivered the package, as they did not place it by my door. Upon speaking with them, they stated that PurelyWhite would have to reimburse me for the undelivered package and that they would have to file a complaint to Axelhire in order to get reimbursed. I explained step-by-step to purely white and they have provided the same generic response: we are not responsible for packages that have been successfully delivered. If they would call the delivery company they would be able to determine that package had not been delivered. Instead, they are trying to hide behind this delivery loophole and scam people out of their money.Initial Complaint
05/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 16th I placed an order (#******) with this company for there Deluxe Bundle total $97.97 to try it out its a new trend toothpaste. I also clicked 1-2 day shipping which I noticed on the order was changed which is fine. They sent the order in 2 parts *** eCommerce tracking *********************************** eCommerce tracking number:********************** both say delivered but neither come to my home. Never had an issue with equipment or anything coming here as i work from home nothing has ever been lost or stolen the property also has cameras. I contacted them several times was told there not responsible that its the courier service that I needed to contact. I contacted *** eCommerce and they asked me to contact the merchant. Merchant has went back and forth with me over text message about how they aren't responsible but i paid them for a product I never received. I've attached screenshots of all conversations and also *** here we are almost a month later and no resolution its been horrible.Business response
05/11/2022
Hello, we are seeing this order has successfully been delivered to the proper provided address at checkout. Attached below is the delivery tracking link confirming successful delivery to the provided address.
************************************************************************
Customer response
05/11/2022
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:yes it shows delivered but it was never delivered and the shipping company that you all use advised me to get with you are Ive tried that and keep getting told your not going to do anything. Ive paid for a product that I did not receive.
*******************
Initial Complaint
04/11/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Order#****** I'd ordered a deluxe whitening kit from this company around or before March 1, 2022. It was a standard shipping of 3-4 business days with an extra **** days being asked to give the company for any shipping issues. Two weeks ago I requested a refund because no approval email of this order was sent to me nor any product. Upon request I was a bogus discount for any future purchase and a apology for any issue that has occurred. I still requested the refund afterwards at least 5 more times. Two of those times I was sent email claiming no refunds due to COVID and that this was stated on the website under FAQ. This was not stated at the time of purchase. Even now as I check the website this is not stated. There is a 30 day return policy that I had to ****** and that isn't even on the actual website. I have requested a refund back to the purchasing card with no avail. I am seeking a refund and no further contact with this company. This has been an unexpected and disrespectful experience with Purelywhite.Customer response
05/22/2022
Better Business Bureau:
At this time, I have not been contacted by PurelyWhite Deluxe regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
02/16/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
This business automatically signed me up for recurring billing without my consent charged me $31.90 when I emailed asking for a refund after I had returned my package to the sender Ive been blatantly ignored all forms of communication.Customer response
03/30/2022
Better Business Bureau:
At this time, I have not been contacted by PurelyWhite Deluxe regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
01/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered (order #******) a teeth whitening kit and whitening wand refills on Dec. 13, 2021 as a Christmas gift for my daughter-in-law (she really wanted to try it). I paid $55.94 for the kit and $25.95 for the refills. On Dec. 21, I received a box with the refills. I immediately contacted Purelywhitedeluxe and they emailed me back same day with "Hello! Thank you for reaching out. This is completely normal and correct as we have increased sanitary precautions due to COVID-19 your order has shipped in separate shipments. You can expect the remaining item(s) to arrive to you within the next few business days. We thank you for your patience and understanding." On Dec. 28th I still hadn't received the kit so I ask for a tracking number and received a message stating the order was delivered and to contact the shipper. I then replied the package was not tampered with and mentioned the first email where they said it was being shipped separately. I attached the email chain. I just want the kit so I can give my daughter in law her Christmas present.Customer response
02/15/2022
Better Business Bureau:
At this time, my complaint, ID ******** regarding PurelyWhite Deluxe has been resolved.VIP relations reached out to me about my issue. They were very caring and understanding. I received my kit plus they sent 2 lip masks. I am very happy with the results and look forward to ordering more kits.
Sincerely,
*************************Initial Complaint
12/13/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
For Black Friday I ordered the Ultimate Whitening Bundle for $99.00. The following Tuesday I spoke to my dentist about the side effects and potential harm that *** come from using teeth whitening products. I wanted to ask Purely White Deluxe for more information about their products but as my order shipped (with no confirmation email or tracking number even after asking for it) I was again met with-the order is expected to arrive by December 18th and a list of their COVID guidelines as well as the **** delays. After following up on the location of my order I received no response. The customer service is completely lacking and because of the warning from my dentist, I'm looking to receive a refund and return my product. My order number is #******
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
36 total complaints in the last 3 years.
7 complaints closed in the last 12 months.