ComplaintsforPopOnSmiles, LLC

• Initial Complaint

  12/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/10/21 I placed an order with Pop On Veneers for top and bottom veneers. Order #*******. I received the impression kit and completed and returned it. I was notified by email that the completed order had shipped *** (tracking #******************). On Saturday 11/22/2021, I received a package from Pop On Veneers. The package was approx. 65lbs. I opened it and removed two prescription drug bottles made out to different people. Shocked, I call the ***************************. The police came and took a report and took the box into custody. I contacted Pop On Veneers via email and they stated they wouldnt have sent anything over .7 lbs. However, the shipping label on the box was from Pop On Veneers with the same tracking number they emailed me. They are refusing to make this right and either ship the veneers or issue a refund. This has been very stressful for me. The amount of the veneers were $529 and paid by Affirm in installments.

  Business response

  12/03/2021

  Hello *****,
  
  
  Rest assured that we did not send any box greater than a foot long, weighting approximately one pound.
  
  
  After verifying our two tracking numbers, the impressions were delivered on Nov 12, and the Veneers on November 27, both do not reflect the package that you have specified.
  
  
  We have attached both the package's proof of delivery, and are very glad that you reached out to the proper authorities. We have followed suit. 
  
  
  We have contacted the Michigan Authorities and will need to wait until a detective is assigned to the case before we can continue to service this order.
  
  
  Traditionally, when a customer received a product, they are sent a return label to execute the refund. As you claim that these pictures are what you have received from the company, we will need to wait for future instruction from the *************** Department.
  
  
  We would also recommend speaking with *** to file a claim on your order, if the detective has not already done so. As mentioned previously, our packages do not exceed one pound. Please be safe. 
  
  
  With Respect,

  Customer response

  12/03/2021

  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:

  The large box I received was from Pop On Veneer, the *** Shipping label ****************** with Pop On Veneers address on the label.  This is identical tracking number to what they sent me in the shipping notification.  The box was very large and heavy.  I DID NOT receive the veneers at anytime. Only this large box.  I have filed a report with ***.  They are going to inspect the package.

   

   

   

   

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

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

  Business response

  12/06/2021

  Hello *****,
  
  We have contacted the Michigan Authorities and will need to wait until a detective is assigned to the case before we can continue to service this order.
  
  
  Traditionally, when a customer received a product, they are sent a return label to execute the refund. As you claim that these pictures are what you have received from the company, we will need to wait for future instruction from the *************** Department.
  
  
  We would also recommend speaking with *** to file a claim on your order, if the detective has not already done so. As mentioned previously, our packages do not exceed one pound and we very much have the tracking numbers. 
  
  
  With Respect,

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a top veneer from the company after speaking to the agent on the phone. I was given a kit (which was free) to make a few impressions of my existing teeth. I completed that and sent the impressions back to the company. My impressions were approved by the lab. When I received the veneer, it was not even the same color from end to end, the front 2 teeth were not smooth they were very bumpy and when I tried to put them on, they barely fit on one fifth of my teeth. I immediately contacted pop on and they asked for a picture. I sent it. I was told the file everything online as to whether I wanted a refund or a remake. I ended up sending the item back because the remake is costly. The company provided me with a partial refund however, I have written to them explaining that the item was never made appropriately in the first place. It did not even fit my teeth. The lab approved the impressions. Why should a consumer pay a company to pretend to make something? I feel as though this company is just scamming consumers and in return the company gets about $130 for doing absolutely NOTHING! The veneer which was sent to me was not from a mold of my teeth--how could it be because it did NOT fit at all! The company claims they have lab fees and postage fees however, the item was not made to even partially fit my mouth! I would feel differently if the veneer was slightly off but it was so bad it hurt to put it in my mouth and did not fit at all! This has been a complete scam.

  Business response

  03/09/2023

  Thank you for your feedback, *************We always look forward to improving our services with both our product and customer experience. We sincerely apologize for the delayed response, as we previously did not have a team available to monitor and review this platform in depth. We now have a team dedicated to assisting those whom we can per our Pop On Promise here: ************************************************ If you still require additional assistance, please contact us at ******************************* so our ********** Team can help you. Have a wonderful day!

  Customer response

  03/14/2023

  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 understand the world is short staffed it is not my fault I was sent an item that did not even fit and when initially asked for assistance I was basically turned away.  If you want to refund the money I paid for a defective item, I will gladly remove my complaint.  I had to pay $125.96 for you to make me an item that was far from what your company claims; it did not even fit my mouth!  Now you want me to email you?  Reach out to me via e-mail ******************** if you are even serious about the apology.]

   

   

   

   

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

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

  Business response

  03/23/2023

  Thank you for your feedback, ******, we always look forward to improving our services with both our product and customer experience! We would kindly like to clarify that our policy states that anytime after the one-hour window, partial refunds are issued. The Pop On Promise details the fees that are kept at each stage of the customer journey which you can find here: ************************************************. After reviewing our records, we do see that prior to purchasing your veneers on 10/05/2021, you have reached out to us in regards to our warranty and we have responded on 09/23/2021 with the following: "Yes, we do have a 30 Day warranty and refund policy " which included a link to the following page, ************************************************, which lists the policy for each stage of your journey. Unfortunately, we do not offer full refunds after the one hour window of placing your order as we accrue charges for labor, material, and shipping. Please keep in mind that each pair of PopOn Veneers are custom-handmade veneers just for you, so we must account for time and materials used to create your veneers. We are sorry your smile journey had to end this way, but we do hope we were able to clarify any confusion surrounding your order. Please reach out to us at ******************************* if you have any additional questions. Thank you!

  Customer response

  04/03/2023

  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:

  An apology is just an apology but this business is based soley on poor workmanship and definitely NOT customer service.  They claim to create a custom item that was not custom to my mold.  It was not even close and I provided the company with pictures.  Buyers need to beware of companies that strive to steal money from consumers by pretending to send them an item that is not custom and then charging for poor workmanship.  If they are seeking free money from people then just say that is what you do.  Nobody should pay for an item that is not even close to the molds which they approve.  It is a scam and no apology will justify stealing my money.  It is a very sad world out there and businesses of this nature should be closed permanently.  Who in their right mind charges someone to create an item that is supposedly custom but does not even fit and I mean it did not even fit slightly!  ************ bad product and a complete scam!

   

   

   

   

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

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

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase of roughly $300.00 with this company. Unfortunately, the process of having to make your own impressions was too difficult for me so I decided to cancel my order and request a refund. Their online process to request a refund does not give you the option to inform them that the account used at the time of purchase was is closed. I called and was told someone would contact me prior to the refund being issued. I received an email today, 11/12/2021 informing me that the refund was issued. When I emailed back informing them that the account is closed and that someone was suppose to contact me before initiating the refund, they disregarded the information and pretty much told me there's nothing they can do and to take it up with the bank and that it's my responsibility as the customer to find my money. I spoke with representative by the name of ***** in their ******** office who transferred me to a Customer Resolution supervisor who showed no interest in trying to resolve my concern. Telling a customer that it's up to them to find their money if their account is closed is ridiculous! And poor customer service. I went a step further and contact ********** who confirmed that if my account is closed, they won't accept the funds and will return it immediately. When they do that, how do I get my money?!!

  Business response

  12/03/2021

  Hello ******, 

  We appreciate all feedback, please allow us an opportunity to clear up any miscommunication. 

  Our records indicate that the order was purchased using a financier, Quadpay (Zip pay). This means that this financier paid for the item in its entirety, and the customer or recipient of that loan, is responsible to pay the balance agreed to Quadpay.  All refunds, legally, must be sent to the form of payment initially used. We cannot refund your bank, if you used Quadpay to make the purchase. As the funds were given to us by Quadpay and not directly from you, the customer. 

  Attached you will find a screenshot of the execution of the partial refund. It is read from bottom up, as it is representative of the shopifty timeline. This means that we have released the funds to the financier that has funded your purchase. 

  Please let us know if this is not clear, and we hope this correspondence finds you well 

  With Respect, 

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In august 2021, i paid the down payment part which is $100, but now I want my money back! I feel like i was scammed out my hard working money. I recieve the impression kit. Followed directions and sent it back to the company. Few days later, recieve an email saying 2nd impression kit was mailed out due to my mold was not done correctly. I received an email saying package delivered. Crazy part is i never even received it. I tried to call and email. They still haven't tired to resolve the issue or resend another kit. Now i see others have the same issues or close. I just want my money back.

  Business response

  10/26/2021

  Hello *******,
  
  
  The item is described as a cosmetic solution, and contains a 30 day warranty to issue a remake and or return.
  
  
  If we would have received a call from ******* directly, we would have issued a partial refund per our warranty and returns policy; this policy allows us to bring impression kits to their doorstep, without any additional cost, as they are prepaid by the customer.
  
  
  We have sent a copy of our warranty and return policy, or Pop On Promise, multiple times and are sorry that the adventure had to end this way.
  
  
  With Respect, e...

  Customer response

  12/22/2021

  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:

  they mailed an impression kit, so I thought the company was trying to make it right with me. I did the impression kit which thru said was not a good one and redo it again. I made sure I read the instructions several times. After sending off the kit. Pop on veneers sent a email saying they need me to do another impression kit but I have to pay more money in order to receive the kit. Im starting to feel like they keep trying to find ways to get more money by claiming its not a good impression. I been giving the go around about it. I just want my money back but the card I used to order pop on veneer is no longer the same bank account. I have change my bank but I just want my money back so I can take my business elsewhere and have the product I order done with a company that won't play games with customers. I should of had this product done months ago and still nothing

  I had total of 4 including impression kit of the wrong size. 3 regular size and 1 large. My correct size is large.
  I don't recall a refund offered.
  And yes I called the number but no luck on reaching anyone

   

   

   

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

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

  Business response

  03/09/2023

  Thank you for your feedback, *******. We always look forward to improving our services with both our product and customer experience. We sincerely apologize for the delayed response, as we previously did not have a team available to monitor and review this platform in depth. We now have a team dedicated to assisting those whom we can per our Pop On Promise here: ************************************************ If you still require additional assistance, please contact us at ******************************* so our ********** Team can help you. Have a wonderful day!

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered my first set in March. After reaching back out for a remake set of veneers that should’ve have been an easy purchase as they were supposed to have the mold saved, I was told that they switched to a new system and my original molds which were perfect we’re now erased. After 3 different molds sent and 3 different attempts, PopOn Veneers was unable to make a mold that actually fit. The first 2 sets were ridiculously small for my mouth, not even close. Very disappointing. The 3rd set they sent was the closest. The bottom arch was a little tight but it fit. The top arch was too short for my gum line and cut my top lip even trying to wear them. Once I reached out to let Pop On know, they informed me I’d have to pay another 600 dollars and pay for a brand new set of veneers. This showed a lack of responsibly for their poor craftsmanship. So now I only have an replacement bottom arch that works when I paid for both. Very poor customer experience.

  Business response

  10/13/2021

  
  
  The item is described as a cosmetic solution, and contains a 30 day warranty to issue a remake and or return.
  
  
  The materials used, you have requested again in a remake, twice.
  
  
  You can eat and drink, but this is not intended for long term use and rather a cosmetic solution for the interim.
  
  
  If we would have received a call from Emmery directly, we would have issued a partial refund per our warranty and returns policy; this policy allows us to bring impression kits to their doorstep, without any additional cost, as they are prepaid by the customer.
  
  
  We have sent a copy of our warranty and return policy, or Pop On Promise, multiple times and are sorry that the adventure had to end this way.
  
  
  With Respect,

*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. ↩