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:01/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 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

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  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

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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 frustrating

  Customer Answer

  Date: 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

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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 Answer

  Date: 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

  Date:06/28/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 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

  Date:05/11/2022

  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 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

  Date: 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 Answer

  Date: 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. 

  
  

  
  *******************