ComplaintsforPopOnSmiles, LLC

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a veneer impression kit on June 26, 2024, and paid an initial payment of $99, with weekly payments of $29.04 per week to follow, until a total of $679 is paid. (The advertised $100 off doesn't apply unless paying in full, apparently. I paid the $99 June 26 and then received an "impression kit" the 3rd of July, returned it promptly on the 5th, made another three payments totalling $87.12 before receiving a package that looked like cheap halloween teeth, on July 23rd. The lower teeth on right side are about 1/4 taller than the left, impossible to wear. Top teeth are off center, and look fake as can be. I requested a remake of both on July 25, They remade those, never saying a word about returning the first set. The remakes arrived Aug 13, and I rejected them on Aug 13 as they were worse than the first set. Rather than shortening the lower right molars, they made the left ones taller, so that all of the molars are taller than the front teeth, the top are even more off-center than the first set. Again unwearable, and they have stalled the remaking of those for over a week, NOW they claim to have sent return labels via "other emails", and are stating that they wont begin creating my veneers until those others are returned. Meaning I wouldn't see the product until mid September. It is now August 21st, and no such labels have been sent, even though this week I am about halfway paid ($331.32, several phone calls, hours of MY time, and dozens of emails invested in this product, which I should have had weeks ago.) At this point, I just want what I ordered, but if they continue to refuse, I will expect a complete refund.

  Business response

  08/22/2024

  Thank you for your feedback, *****. We always look forward to improving our services with both our product and customer experience! We certainly understand your frustration, and would like to provide additional clarification in regards to our policies and correspondence. Unfortunately, Partial.ly system does not allow for coupon codes to be applied to an order, however discounts can be applied to any other financing option. This information is available here: ************************************************. Additionally, within our correspondence upon completing the remake form you have received an email on 7/24/2024 and 7/29/2024 stating the following, "We have also sent a pre-paid **** return label to your email address. Please use the label to return your bottom veneer within 30 days. Be sure to only return the bottom arch that is being remade." You can review this in the attached screenshots. Furthermore, the remake form we have received on 7/23/24 initially only stated you wanted a remake for your bottom veneer (screenshot attached) This would be why your remake was originally started with the bottom only, and then halted to add the top arch after you had requested to add it. When a remake changes, a new form needs to be submitted to ensure it is processed correctly throughout every department involved. Finally, we see you have confirmed the receipt of your return label on 8/21/24. Initially we had 2 email addresses on file from your account set up. We are sorry any inconvenience, but we do hope we were able to clarify any confusion surrounding our correspondence and policies. Please reach out to us at ******************************* if you have any additional questions. Thank you!
  
  

  Customer response

  08/22/2024

  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: these con artists STILL have no intention in expeditiously correcting THEIR failures. I retyurned the junk they sent mem all; I want from them now, is a refund, and to never hear from them again! They have stalled this process far too long already! I should have had what I ordered over a month ago, and they plan to stall another 3 weeks, abd who knows WHAT sort of trash they would send then? 
  
   As far as I'm concerned they are just another internet FRAUD, and should be regarded as such.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  09/17/2024

  Hello *****,
  
  I hope all is well! This is ***** from Pop On Veneers, I am reaching out in regards to complaint ID# ********, *********************.
  
  We have gone back and forth for a while attempting to explain the process for remakes/returns, and unfortunately we are reaching a point where they are not cooperating with us to help them.

  
  

  Initially we just needed the veneers returned for remake, in which we have explained numerous times, however they claimed we were stalling. 

  
  

  Since then they have returned their veneers, however their account has defaulted, and we need their account to be in good standing for a remake. Upon stating this, our team has been met with foul language. 

  
  

  For reference, the policy is also included upon purchase, within our correspondence, and a required check of approval when completing our remake/return or cancellation form. It is also readily available on our website to view at any time here ********************************.

  
  

   

  Thank you for your time!
  
  Best Regards,
  *****************

  Customer response

  09/18/2024

  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: 
  
  

  [Your Answer Here]

   They didn't reqest a return until two weeks AFTER they were told that the "remake" they sent was even worse than the original, BOTH absolutely unwearable and worthless. On Aug 23 they emailed me a request for my email address. On Aug 26 they emailed me a request to full out their online form, which I had already filled out on Aug 13. On Aug 21st I returned the garbage they had sent me, AND sent an email message for them to refund my money. On Aug 22 the emailed to say that they would begin ANOTHER remake, only after the returned items were inspected, to which I immmediately replied that I wished no further business with the4m, as their merchandise was nowhere near what it was adverised to be and customer service was terrible. On Aug 28 I emailed them another response to inform them that I had reported them to me bank as a FRAUD, and that my bank would no longer allow them to steal from my account.  I also sent them a picture of the $24 version of that same item which I bought last year on Anazon, which was far superior to their product. On Sept 4 they sent an email informing me that I needed to reinstate my account, by continuing to pay for what I didn't have. At this point I lost what patience I had left, and told them off, referring to them as frauds and parasites. 
  Sept 9 they emailed me warning me about "remaining professional in our communication". It seems that they believe lies and deception are "professional". My response to THAT was to curse at them and demand a refund, they replied that they were "escalating my claim" and that I would hear from somebody in ***** hours.  SIX days later they messaged "We are still reviewing your account and wanted to advise you that we need a little more time." Four days after THAT they said "Unfortunately, once a chargeback has been issued, we are unable to take any action on your account until it is resolved." 

   Therefore I stand by my statement that they were stalling so that they could keep collecting money for cheap plastic items of inferior appearance and quality. They have not contacted me since then, opting to instead reply here claiming absolute innocence.
      Bottom line they offer veneers that cam be worn all day, even while eating or drinking. What they send is vheap looking plastic that deprives the teeth of Oxygen and causes them to darken. My jaw hurt for a week, and I had to see a dentist to get a whitening treatment after trying to wear them for one day!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my veneers March 19th 2024. The bottom ones didn't fit and they replaced them right away. Life was good. I thought they looked more like dentures than veneers, but it worked for what I needed at the price point. The problem came when I contacted the company to let them know the top veneers had started deteriorating and now had holes in them. I emailed them about this issue July 23rd 2024. Basically only 4 months after receiving them they are breaking down. I sent the same pictures to them to show they weren't broken from misuse. I was told they wouldn't cover replacing them because it was more than 30 days. However I could buy a replacement at a discounted price of $139 plus shipping. This is an obvious defect in their product and the responses you get from their customer care are canned. I would either like the veneer replaced or 1/2 my money returned since 1/2 the product is defective.

  Business response

  08/08/2024

  Thank you for your feedback, *********. We always look forward to improving our services with both our product and customer experience. Here at Pop On, we stand by our PopOn Promise which is available here: ************************************************. Our Pop On promise is included upon purchase, within our correspondence, and a required check of approval when completing our remake/return or cancellation form. It is also readily available on our website to view at any time. Per our Pop On Promise, the warranty upon receiving your original pair of veneers is 30 days, however we offer up to 2 remakes. The 30 day warranty period restarts after you have received your first remake. Unfortunately it is difficult to determine how veneers *** have been broken after the 30 day window, as there are numerous circumstances that *** be out of our control after that time period. You can also learn more about how to make them last longer by following this link: *********************************************************. It's our goal for you to be celebrating your new smile, and when there's an issue, we want to make sure we resolve it for you. Dont hesitate to contact us at ******************************* if you have any additional questions. Have a wonderful day!
  
  
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 7/24/24, I ordered two top arches on special from pop on veneers for $99 each. I declined Rush processing, and declined expedited shipping. Choosing simple regular shipping instead. Looked at my bill 3 days later in my email and it shows that they charged me $100 for Rush processing. I did not choose this, they are stealing $100 from me. Why the heck would I choose non-expedited shipping but expedited processing. That makes no sense at all. And while I am extremely upset, pop on veneers they really don't care. The people I spoke with, they're like well we understand but we can't give you anything back. These people are a rip-off. They will charge you for things you did not order or select. And then they act like it's your fault.

  Business response

  08/02/2024

  We are so sorry to hear this, ****. At Pop On Veneers, we aim to give our customers the best experience possible- especially when assisting with any questions or concerns. Feedback from our customers is how we continue to learn and improve our services. Our records show that you placed your order at 4:27am and that you authorized the amount of $338.11 to be charged to your **** card at the time of check out. Please note, our company is not able to add, or charge any payments to your account nor are we able to add or remove items from your cart. All card information is processed through a third party and payments can only be authorized at the time of purchase by the purchaser. However, we do understand that mistakes happen, and that you may not have realized you added rush or changed your mind after you paid for your order. We have successfully executed your partial refund. You should receive a separate refund email shortly. Please allow 5-7 business days for your funds to show up in the account used to make the payments. Dont hesitate to contact us at ******************************* if you have any additional questions. We're here for you! Have a wonderful day.

  Customer response

  08/02/2024

  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

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The original set of veneers I received were too loose. I had to send them back so they could remake a new set with a new impression kit. The new set they sent me are even looser than the original set. Their customer service is horrible and they won't fix this problem so I'd like my money back.

  Business response

  07/25/2024

  Thank you for reaching out, *****. Here at Pop On, we stand by our PopOn Promise which is available here: ************************************************. Our Pop On Promise is available when you purchase, included within all correspondence with our ********** Team, and is a required check of approval whenever completing our remake/return/cancellation form. It is also readily available on our website at anytime. We see we have tried twice to remake your veneers, however, you are still not satisfied. Unfortunately, at this point we cannot offer an additional remake or a return for your order as our Pop On Promise states. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding our policies. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!
  
  

  Customer response

  07/25/2024

  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:

  That is unacceptable. My original set was too loose. You had to remake the top and bottoms which should only count as 1 remake, not 2. You only received 2 impression kits from me, the original impressions and the remake impressions, that's 2. I should have 1 more remake. I don't even want a remake, I want my original set back. My original set fit tighter then the new remakes however you insisted that I mail you back the originals. If I'm not mistaken, the original set belongs to me and I'd like them back. If you can't provide me with my original set, then I guess you owe me a new set. I refuse to spend $585 on something that falls out of my mouth! Your advertisement states that you will hear the pop ons snap onto your teeth, however I don't hear my pop ons snapping onto my teeth. That's false advertisement! Either you send me back my original pop ons, or make me a new set, or refund my money in full.

  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  07/26/2024

  Thank you for your response, *****. We certainly understand your frustration, however we have a policy to uphold. When you placed your order with us, you agreed to the terms of our Pop on Promise, 30 day warranty and return policy and our Terms and Conditions. We see we have tried twice to remake your veneers, initiated by the two remake forms that you submitted on 5/14/24 and the other on 6/6/24 , however, you are still not satisfied. Kindly note, due to your top veneer being outside of warranty when you initiated a remake for it, it could not be added to your first remake for your bottom. Your second remake was a courtesy remake for your top veneer. Unfortunately, at this point we cannot offer an additional remake or a return for your order. Please also note, all smiles are different, and while a majority of customers ******************** make the snap or click when they pop into place, not all mouths accommodate the sound. We are sorry that your journey had to end this way. Please reach out to ******************************* if you have any additional questions! Have a great day! 

  Customer response

  08/05/2024

  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..

  This is unacceptable. I am unsatisfied with your product and I want a refund. I spent/wasted $585 on a scam! 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the ny office did digital X-rays 7/15. I pd $250 for a one week rush pick up because my birthday is in a couple days. Its 7/23 and the rep. ****** they arent ready and wait for an email then I can set an appt to pick them up. This wasnt said at the time i pd my $250

  Business response

  07/24/2024

  We are so sorry to hear this ******. At Pop On Veneers, we aim to give our customers the best experience possible- especially when assisting with any questions or concerns. To clarify, the standard turnaround time is 2 weeks or (1 week rush) from the impression approval date however it *** extend depending on varying circumstances during production. The turnaround time depends on each individual case, general order volume, and inspection quality upon completion. We must also take into account any adjustments that *** need to be made for each impression received, as each pair of veneers created are custom-hand made for each individual. We have successfully executed your rush refund as it was not met on 7/23/24. We sincerely apologize for any inconvenience and miscommunication. We hope we were able to clarify any confusion surrounding our correspondence. Please reach out to us at ******************************* if you have any additional questions. Thank you!
  
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been ordering from pop on veneers, religiously, for over a year. Ive spent thousands of dollars on their products. The company has a pop on promise where they will remake your veneers in the event they break within 30 days. I have NEVER had an issue with a remake, in fact, I just received a remake, now all of the sudden ***** is refusing to put my remakes into production, purposely dragging it out to hit 30 days. I tried calling today and was told the case is in review ***** is attempting to get me to spend even more money on a new impression kit instead of abiding by their warranty / promise

  Business response

  07/22/2024

  Thank you for reaching out, *******. At Pop On, we are dedicated to upholding our Pop On Promise, which you can review here: ************************************************. As per our Pop On Promise, Spare Veneers are eligible for one remake. Upon reviewing your account, we noted that you have already utilized the one remake allotted for spare orders. Additionally, we previously provided multiple complimentary remakes outside of warranty as a gesture of goodwill. When you contacted us recently, you were asked to provide photos of your veneers for our management team to assess if we could assist in extending their lifespan, given your history of requiring multiple remakes. It appears that the damage observed is consistent with bruxism, or teeth grinding, which is a common issue that affects many individuals during both daytime and nighttime. Bruxism can lead to damage not only to veneers but also to natural teeth, which are significantly harder than Pop On Veneers. Over time, teeth can become flat or shorter due to grinding.
  
  Upon thorough review of your account, the Smile Success Team Supervisor ***** has offered a final remake for one set of your Spare Veneers as a courtesy. Please be aware that your order is no longer eligible for further remakes or returns. However, you qualify for our Spare pricing of $99 per arch when purchasing 2 or more arches. It's important to note that Spare veneers are crafted based on existing impressions and designs on file, which may result in ongoing fitting challenges that cannot be fully resolved through remakes or spare purchases. If you're interested in exploring a new set of veneers with updated impressions to address fitting issues, we would be delighted to offer you a 30% discount on a new bottom arch. Should you have any questions or wish to discuss further options, please feel free to contact us. We are here to assist you in any way we can. Have a great day! 

  Customer response

  07/22/2024

  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:
  

  Although I accepted the complimentary set of veneers, I have not received an order confirmation that they will be going into production. As I told ***** until I receive such confirmation I will not close the case here 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  07/25/2024

  We appreciate your feedback ******** and we're sorry to hear that your veneers aren't meeting your expectations. Rest assured, we're dedicated to assisting you in any way we can. We see we have responded to your inquiry on 07/23/2024 and 07/24/2024. Kindly check your email for additional assistance. Our priority is to ensure you're satisfied with your new smile, and if there's an issue, we're committed to resolving as best as we can as described in our Pop On Promise here: ************************************************. We're here to support you throughout the process. Thank you, and we hope you have a wonderful day!
  
  

  Customer response

  07/26/2024

  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.
  I attempted to close case several days ago but couldnt until there was a response 

  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had made a purchase for pop on veneers. Paid in full awaiting the delivery of the kit. When I did not receive the items I had messaged them requesting a full refund. They advised of course that it was delivered. I did not have the item, still requested refund. The money was refunded except for their processing fee. I never received anything from this company. Had paid in full and still had to pay a processing fee for no items. I literally paid for a form that I filled out online, return of email to them requesting my money. They fined me for paying up front for nothing.

  Business response

  07/17/2024

  We are so sorry to hear this, ********. At Pop On Veneers, we aim to give our customers the best experience possible- especially when assisting with any questions or concerns. Feedback from our customers is how we continue to learn and improve our services. We have escalated your case and have come to a resolution. Our ********** Team has emailed you on 7/15/2024 with details. Kindly review the correspondence and please don't hesitate to reach out if you have any additional questions. We're happy to help! Have a great rest of your day!
  
  
  

  Customer response

  07/18/2024

  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

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered some pop-up veneers. I sent in my moldings, and when I got the final product they didn't even fit correctly. They wobbled back-and-forth and I. Immediately called in to tell them that these are defective and I needed to return them. They told me I could return them, but I would not be getting all my money back. It's completely ridiculous that they would keep anything for a defective item. Junite, I repeat, do not do any transactions with this merchant. This is a warning to anyone. That's going to order from this merchant that they will s**** y** over.

  Business response

  07/14/2024

  Thank you for reaching out, *******. We certainly understand your frustration, and would like to provide additional clarification in regards to our policies. Here at Pop On, we stand by our PopOn Promise. The Pop On Promise details the fees that are kept at each stage of the customer journey which you can find here: ************************************************. Our Pop On promise is included upon purchase, within our correspondence, and a required check of approval when completing our remake/return or cancellation form. It is also readily available on our website at anytime. Please keep in mind that each pair of PopOn Veneers are custom-made veneers just for you, so we must account for time, labor, and materials used to create your veneers. Additionally, per our Pop On Promise we offer up to 2 remakes or a return within 30 days of the receipt of your veneers, and the 30 day warranty restarts after your 1st remake. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your partial refund amount and our policies. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!
  
  

  Customer response

  07/15/2024

  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. My units where returned because of factory defect.. they don't want to respond. I never approved the return details as they state I did.. Even in the notes I put nothing is agreed too. Merchant response still don't explain the situation I had

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  07/19/2024

  Thank you for your response *******. Please note, whenever you submit a remake or return form, you agree to the Pop On Promise. We strive for transparency with our customers in regards to our warranty. Our Pop On promise is included upon purchase, within our correspondence, and a required check of approval when completing our remake/return or cancellation form. It is also always readily available on our website here: ************************************************. We would like to remind you that each pair of PopOn Veneers are custom-made veneers just for you, so we must account for time, labor, and materials used to create your veneers. Additionally, per our Pop On Promise we offer up to 2 remakes or a return within 30 days of the receipt of your veneers, and the 30 day warranty restarts after your 1st remake. Since you chose to return the veneers instead of having corrections made, we refunded you according to our policy, per the refund breakdown we provided on 06/21/2024. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your partial refund amount and our policies. Kindly reach out to us at ******************************* if you have any additional questions. Thank you!
  
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I found pop on veneers online- seeking a solution to my dental issues. I set up payments and they have received their money like $429.00 for a top veneer. I had to keep sending them back and didn't have them longer than 2 weeks bc the first 2 sets broke into and it takes them forever to get them back to you. Well they redid them a 3rd time and took 4 ever. Well they are crooked horribly and dont fit! I have continually contacted them wanting my money back and they keep preaching their pop up promise and no refund can be given but they'll be nice and remake the veneers - i didn't eat in the veneer and didnt sleep in them ! And this 3 rd one they totally jacked it up but they wont take the blame ! Thats a lot of money for a product that doesnt last and for their ***** up!! I want my money back so i can go w a company tht actually delivers !!!

  Business response

  07/11/2024

  Thank you for reaching out, *******. We see your remake has been placed into production and is currently in the works! Our ********** Team has reached out to you on 7/10/2024 with additional details. We're always here to help! It's our goal for you to be celebrating your new smile, and when there's an issue, we want to make sure we resolve it for you. Certainly reach out to us if you have any additional questions. You can email us at *******************************. We're here for you! Have a wonderful day!
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was so excited to get these but they are not what I expected. It so painful i cant wear them all day while im in the office. They rub and go into my gums on both side (top). They have a snug fit but I am truly in a lot of pain whenever I try to wear them. Any ideas on what i can do would be greatly appreciated.Thank you

  Business response

  07/11/2024

  Thank you for reaching out, ********. We're always here to help! Its our goal for you to be celebrating your new smile, and when theres an issue, we want to make sure we resolve it for you. Here at Pop On, we stand by our PopOn Promise which is available here: ************************************************. Per our Pop On Promise we offer up to 2 remakes or a return within 30 days of the receipt of your veneers, and the 30 day warranty restarts after your 1st remake. If you havent already, please send us an email with pictures ******************************* so we can best address your concerns. We stand by our guarantee and we're happy to offer you an adjustment or a refund as described in our Pop On Promise. We're here for you every step of the way!
  
  
  

*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. ↩