![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforPurelyWhite Deluxe
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Hello, i have ordered the purelywhitedeluxe kit for my teeth *******, and the package was delivered perfectly. The first two or three days the kit was working just fine, however that next day the LED light no longer turns on, i emailed purelywhitedeluxe several times, contacted them on ******** and Instagram and received no response. At first i requested a resolution to my issue because i truly wanted to keep the kit, however after the lack of costumer service response and being completely unresponsive i emailed requesting a full refund, i no longer want to work and interact with a company that sells dead products to their paying costumers and takes absolutely no accountability for their actions.Initial Complaint
11/09/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a kit that comes with 4 items. The teeth whitening kit, the refill pens, the toothpaste, and the lip scrub. I never received any tracking information for order. When my package was delivered to my house, I opened it to find only the lip scrub.Customer response
11/09/2021
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
10/18/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered from this business on September 11. It is now October 18 and I have not received my full order. They only sent me half of my order (the refill part which I literally can’t even use without the main kit). I have emailed their company email address about four times now explaining the issue to them. They replied to me after the second email saying a new shipment would be sent out within 3-5 days. It has been three weeks since that email and I have received nothing. No shipping updates and nothing in the mail. And so I emailed them again to let them know and haven’t heard back for almost two weeks now. I have been so frustrated over this. I had been so excited to try this but now I see that this company is an absolute scam and I just want my money back.Customer response
10/20/2021
Better Business Bureau:
This morning I finally received the product in the mail and so I no longer need to file a complaint.
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
10/15/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I completed an online order (ORDER #******) with PurelyWHITE DELUXE through their website on 4 September 2021. My purchase included the Teeth Whitening Kit and a Whitening Wand Refill totaling at $96.56 USD paid by **** Debit Card.I received a confirmation email and since then did not receive any shipping confirmation. I sent an email to their email website contact ************************************ on 14 September 2021 and received a response advising that I should allow for a further 3-5 working days due to weather and COVID-19 precautions on the same date. Since this email I have not received any further correspondence despite me following up a number of times since. At this stage of the matter, the only resolution I view moving forward would be a full refund due to the lack of customer service.Customer response
11/26/2021
Better Business Bureau:
At this time, my complaint, ID ******** regarding PurelyWhite Deluxe has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***************************Initial Complaint
10/07/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I ordered the teeth whitening kit and I have emailed the company asking for details concerning shipping. They have no answered me and I've sent over 3 emails now within a 2.5 week period. I want the product or my money back please.Initial Complaint
10/01/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
An order (#******) for teeth ******* kit was placed on Tuesday Sept 14, 2021 and shipping was expected to take 2-4 days with some potential delay noted by the company due to potential weather and COVID. I sent an email to get an update on the status of my order on Sept 23, 2021. I received the following response:Hello! I have contacted our warehouse to get a new order out to you ASAP. You will receive a shipping notification once out for shipment. We ask that you allow 3-5 business days for your new order to process as we are experiencing inclement weather near our facilities as we take extra precautions for our staff and sanitation with COVID-19. We do apologize for this rare occurrence as it seems your order may have gotten stuck in transit and thank you for your patience. We look forwards to having you apart of the PurelyWHITE family!I sent an email Sept 28th for another status update on my order and I have not received a response.Initial Complaint
09/30/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order placed on 09/03/2021.Ordered their whitening kit and wand refill almost 1 month ago by now, and have yet to receive anything in the mail any information about a shipping being on its way. I've now left 3 emails trying to contact about the status of my order, with the first being sent 2 weeks after the order was placed, 17th of Sept.I then recieved a response saying the warehouse was contacted to get the order delivered "ASAP", in their own words. Furthermore they asked me to wait 3-5 business days for any information.It has now been another TWO WEEKS and i've yet to recieve any form of update. I sent 2 additional inquiries through emails, without any response. I have already paid 89USD and would like what ive paid for. If that is an issue for the warehouse, give me my money back! This is scamming!3 files added: 1&2 = orderdetails 3 = first and only response from Purelywhite deluxeInitial Complaint
09/16/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I paid $99.99 on 08/15/2021 for a Teeth Whitening Kit. I received my order on 08/20/2021. I properly used the teeth whitening kit for 2 weeks. PurelyWhite Deluxe has a Money Back Guarantee for new customers who purchase the Teeth Whitening Kit. I have emailed the company about my request multiple times (about 9 Times) since September 1st. I have yet to receive a response from the emails and they do not have any alternate methods of contact.Initial Complaint
09/14/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered their whitening kit weeks ago and have yet to receive anything in the mail. Ive left several emails inquiring about the status of my order only to get a **** *** tracking number which doesnt actually work. This company is a scam and I want my money back!Customer response
09/19/2021
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.Item has been received.
Sincerely,
*************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
36 total complaints in the last 3 years.
7 complaints closed in the last 12 months.