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:07/30/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date of Transaction:June 23, 2025 Amount Paid:$510.63 What the Business Committed to Provide:Custom-made removable veneers, based on an in-person scan performed at their office to ensure proper fit.Nature of the Dispute:Despite taking extra steps to ensure accuracy by visiting the vendor in person, the product received was unsatisfactory. I returned the veneers in full and requested a refund. However, the company issued only a partial refund of $251.63, citing their terms and conditions. No physical product was retained by me, so there was no material loss to the vendor. I believe withholding nearly half the payment after a return is neither reasonable nor aligned with standard consumer practices.Steps Taken to Resolve:I contacted the company's financial department and requested that the case be reviewed by senior management, as the current decision appears to be arbitrary and risks negative public sentiment. Unfortunately, the matter was not resolved fully, and no final justification for the withheld funds was provided.Advertising Involvement:I became aware of the company via online searches and review platforms but was primarily referred directly to their office for the scan and purchase.Request:I am seeking the refund of the remaining $259 to complete the return and resolve this fairly.

  Customer Answer

  Date: 07/31/2025

  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

  Date:07/15/2025

  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.

  Ive been ordering from pop on veneers for more than 3 years! Spending thousands upon thousands of dollars on veneers that barely hold up for a couple weeks. Im receiving veneers that are to small, misaligned or just flat out dont fit. When I contact customer service Im expected to use my ONE remake for a replacement when THEY made them incorrectly from the start. Pop on veneers advertises FREE TWO DAY SHIPPING in BOTH directions, yet Im being charged shipping. Not only am I being charged shipping but it takes on average 4 to 5 days to receive my 2 day shipping order. Pop on veneers also has a two week turn around from the time you place your order to the time the veneers ship. Most recently pop on cant even get my order shipped out in that two weeks. By the end of it, its closer to 3 weeks. My veneers did NOT ship in 14 days. I was charged shipping. I want compensation. I want my shipping refunded and part of my order refunded. A customer for 3 years and the service is getting worse.

  Business Response

  Date: 07/16/2025

  Hi *******,
  
  Thank you for reaching out and sharing your concerns. We truly appreciate your continued support over the past three years, and were sorry to hear about your frustration with your recent experience.
  
  We understand how disappointing it can be when the product doesnt meet your expectations. To clarify the situation:
  

  Spare veneers are made based on the scans provided when placing the original order. If there are any fit or alignment issues with your original veneers, we recommend making the necessary adjustments before ordering spares. This will help ensure the best possible fit and satisfaction with the spare set.
  
  Regarding shipping, we do offer free shipping for Pop On Veneers, but this applies only to the original veneers and not spare veneers. We use *** 2-day shipping as our carrier, but please understand that *** is a third-party shipping service. Delays from ***, unfortunately, are out of our control. If there were delays with your order, we sincerely apologize for any inconvenience this may have caused.
  
  We also noticed that rush shipping was not applied to your order. Rush shipping is an additional service that shortens production time by one week, and this was not selected when you placed your order.
  
  After reviewing your order your shipment is supposed to arrive July 17th, 2025.
  
  We sincerely appreciate your patience as we continue to improve our service.
  
  Thank you,
  Customer Service

  Customer Answer

  Date: 07/16/2025

  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 100% incorrect. I have plenty of orders where I didnt pay for shipping. Nonetheless, its 100% within your control when I receive my order. STOP SHIPPING ON FRIDAY! My order took over 2 weeks. I want compensation for the additional time I had to wait. Ive been doing this for 3 years with this company. Dont try to sugar coat the inevitable. If you cannot meet the two weeks as stated on the website, then you need to be compensating the consumer. Period. It says up to two weeks not two weeks or more. 

   

   

   

   

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

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

  Business Response

  Date: 07/24/2025

  Hi *******,
  
  We understand your concerns and appreciate you bringing them to our attention.
  
  We created your shipping label on Tuesday, July 15th, 2025, and your order was picked up and shipped that same day by ***. According to the tracking information, it was delivered on Thursday, July 17th, which aligns with the 2-day shipping we advertise. You can view the tracking details here: **********************************************************************************************************************************************************************************************************
  
  We are not seeing the journey you are describing, where every order is shipped on a Friday resulting in a 4-day delivery. In this case, your order was shipped on a Tuesday, not a Friday, and delivered on time per ***s records.
  
  Additionally we are not blaming *** for any delivery issues. We only noted that if there had been a delay in transit, that part of the process would be outside of our control. That said, the tracking confirms there were no delays in your shipment.
  
  If there's a concern with your veneers breaking within days, that is absolutely not the experience we want for anyone, and we'd like to get that properly looked into. Your inquiry about the breakage has been flagged to our customer service. You have the option to make a remake for your Spare Veneers or a return your items for a partial refund based on our Pop On Promise ************************************************
  
  Thank you,
  Customer Service

  Customer Answer

  Date: 07/30/2025

  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:

  Explain to me the high quality, handcrafted overpriced product you sell? Does this look high quality? 
  

  one of the greatest things about being a disabled combat veteran is that the VA protects us from businesses that scam / abuse/ cause injury to or takes advantage of us. I FINALLY was seen by a VA dentist and your product has caused irreversible damage to my actual teeth and gums. I, of course provided them with your companys information. Lets just say I hope pop on has a good lawyer because the ** has the best of the best at their / my / our disposal. Look how many times I have told you guys that I cannot use the foam and yet you continue to send it to me. If you guys havent received the letter of intent, you will. 

   

   

   

   

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

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

• Initial Complaint

  Date:07/07/2025

  Type:Sales and Advertising 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.

  I bought the veneers because they were advertised as being able to eat with them, when I did, the item broke in my mouth and fractured a tooth.

  Business Response

  Date: 07/08/2025

  Hi ******,
  
  Thank you for reaching out and sharing your experience. We're truly sorry to hear about what happened and understand how upsetting that must have been.
  
  Pop On Veneers are designed as a cosmetic, removable solution to enhance the appearance of your smile. It is not as a replacement for dental treatment. While we do highlight that some customers may choose to eat soft foods while wearing them, we always recommend removing your veneers before eating hard or sticky foods to protect your Pop On Veneers.
  
  We want to be clear that Pop On Veneers are not a medical or dental product, and we are not a dental office or orthodontic provider. For this reason, we always encourage customers to continue visiting their dentist regularly to ensure the health of their teeth and gums, with or without Pop On Veneers. ******* dental care is critical, and any existing dental issues should be addressed with a licensed provider prior to using cosmetic products like ours.
  
  Our records show the last communication we received from you was on September 22, 2023. Wed love to help further if you have any additional questions or need support. While our 30-day remake or return policy applies to issues with fit or appearance, we unfortunately can't assess damage reported well beyond that time frame, as there are many variables that are outside of our control.
  
  We truly want every customer to feel great about their smile, and were sorry your experience didnt meet expectations. Please feel free to reach out directly so we can help clarify anything further.
  
  Thank you,
  Customer Service

• Initial Complaint

  Date:06/21/2025

  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.

  This company is an absolute scam. The veneers are cheap, poorly made, and look like something youd buy at a Halloween store. They dont fit properly, theyre painful to remove, and completely unusable. On top of that, they have a shady refund policy full of hidden deductions so that even if you try to return the product, they keep most (if not all) of your money. The whole experience feels like a rip-off designed to take advantage of customers. ***** this company at all costs.

  Business Response

  Date: 06/24/2025

  Hi ****,
  
  We're truly sorry to hear that your experience didnt meet your expectations. We understand how frustrating it can be when something as personal as your smile doesnt turn out the way youd hoped.
  
  At Pop On, every set of veneers is custom-made, which means time, labor, and materials go into crafting each order. Because of this, our Pop On Promise outlines the applicable fees at different stages of the process, and it's included at the time of purchase, in our emails, and is acknowledged during any return or remake request. You can view it anytime here: ************************************************.
  
  We offer up to two remakes or a return within 30 days of receiving your veneers and the 30-day warranty restarts after your first remake. Within these remakes, we do our best to gather feedback and images from customers to understand what didnt work, so we can improve the design and fit to better match your needs.
  
  We're sorry your experience didnt go as planned, but we hope this helps clarify the refund process and the reasoning behind it. If you have further questions, feel free to reach out to us at ******************************* our team is always happy to talk through options.
  
  Thank you,
  Customer Service

  Customer Answer

  Date: 07/01/2025

  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]

   I would like to receive a full detailed explanation of the refund and what deductions will be made. I mailed the veneers back and included all unopened accessories including the toothbrush denture cleaner the molds and the top and bottom veneers. I paid around 477 dollars so please be very specific about what you are refunding and what you are deducting per your written return policy. I never had the veneers  remade and DO NOT want them remade. I want the refund I am entitled to please. 

   

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 07/03/2025

  Hi ****,
  
  Thank you for reaching out and sharing your concerns. We understand your frustration, and we genuinely apologize that your experience with Pop On Veneers hasn't met expectations. We take your feedback seriously and want to provide clarity regarding the charges and partial refund process.
  
  To break down the refund and charges:
  
  Paid: $477.06
  Less Each Impression Kit: -$49.00
  Less Top & Bottom Returned: -$105.00
  Total Refund: $323.06
  
  We recognize that the fit didnt meet your expectations. Our goal is always to work with customers to come to a solution, and we understand you did not want a remake to fit your needs.
  
  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!
  
  Thank you,
  Customer Service

• Initial Complaint

  Date:06/19/2025

  Type:Sales and Advertising 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.

  I was contacted by pop on veneers saying this quoteSpare Veneers can be purchased for just $179 per arch with FREE shipping! $249 for Top and bottom! but then got a email saying they wouldnt do top and bottom and want to charge outrageous for cancellation. I am not going to pay the extra to do bottom when I already paid what they asked in the email to me. This seems like they are baiting people then charging more either way they are stealing money with false advertisement

  Business Response

  Date: 06/24/2025

  Hi *****,
  
  Thank you for reaching out we completely understand your frustration and want to provide some clarity regarding your recent communication with our team.
  
  Our Spare Veneer program is designed to offer a convenient way to reorder based on your most recent impressions and completed designs. In your case, your original order was for Top veneers only, so we only have the top arch scans on file. Since weve never created a bottom arch for you, were unable to produce that portion without new impressions.
  
  The promotional pricing you received $179 per arch or $249 for both applies only if we already have completed designs for both the top and bottom arches on file. We also want to reassure you that weve provided clear instructions on how to cancel your spare order, to fill out our cancellation form, and as long as it doesn't enter production, you will not be charged the $30 fee per arch.
  
  We hope this clears up the confusion, and were here if you have any further questions or need help with your cancellation.
  
  Thank you,
  Customer Service

  Customer Answer

  Date: 06/24/2025

  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 dont want to refund my money only make me pay more. I want my money refunded all of it as I am not paying more for what I already paid for. This has been a terrible experience with this company and I dont want anything from them but my money back. They cannot produce what they offered to me then return my money.

   

   

   

   

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

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

  Customer Answer

  Date: 06/27/2025

  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

  I will only accept what I paid to you which is ****** because there is no reason to keep any of my money this is a fault on your end not mine. 

   

   

   

   

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

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

  Business Response

  Date: 06/30/2025

  Hi *****,

  Thank you for your message. We understand your concern, and we want to assure you that we have processed your full refund today, June 30th, 2025 at 9:12 AM EST.
  
  An email was also sent to you confirming this transaction. Please allow ******************************************** the original payment method used.
  
  We appreciate your patience and apologize for any inconvenience caused. If you have any additional questions or need further assistance, please dont hesitate to reach out.
  
  Best regards,
  Customer Service

• Initial Complaint

  Date:06/13/2025

  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 or about sometime in June. I had ordered the kit which was the start of the process to have some veneers made up for my teeth. Ive been awaiting the kit and never received the item to start the process. Pop on veneers has falsely misrepresented the facts just because you send someone out and it says delivered doesnt mean that it actually was delivered to the rightful person and or address and in my case this is exactly what has happened. Ive checked with my neighbors and no one has received the start up kit as it relates to my order. The practices that this company eludes is fraudulent to say the least

  Business Response

  Date: 06/17/2025

  Hi ******,
  
  Were so sorry to hear about your experience and truly understand how frustrating this must be. After looking into your order, we found that all shipping details remained consistent on our end, and the impression kit for order #******** was marked as delivered on Tuesday, May 6th. According to the tracking link here: **************************************************************************************************, the package shows a delivery photo at a front door. If this does not appear to be your home, we kindly recommend filing a lost package claim through *** so they can further investigate the delivery.
  
  We also noticed that instead of contacting our customer support team, a chargeback was filed. Unfortunately, the last communication we received from you was back in 2023, and without any outreach regarding this particular order, we didnt have a chance to help resolve the issue before the dispute. The chargeback has since been closed in our favor due to the documentation provided. All that said, we're genuinely sorry your smile journey with us ended this way. If there's anything further youd like us to review or if youd like to reopen communication, please feel free to reach outwe're always here to help when given the opportunity.

• Initial Complaint

  Date:06/12/2025

  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.

  Purchased this item on April 9, 2025. received the item on May 5, 2025 the item did not fit. I called and spoke with someone named ******* she stated that they can fix the issue by remaking the item. OK fine that item arrived on June 2, 2025. that item was worse than the first item so I then called again and spoke with somebody named **** and at that point considering that the items was getting worse and not better I wanted a refund. So on June 12 the company decided to send me $237 dollars when I paid $505. I am not OK with a partial refund because I returned all the items that I purchased. So now I am asking you to help me get my full refund.

  Business Response

  Date: 06/13/2025

  BBB complaint 6/13/25:
  
  
  Purchased this item on April 9, 2025. received the item on May 5, 2025 the item did not fit. I called and spoke with someone named ******* she stated that they can fix the issue by remaking the item. OK fine that item arrived on June 2, 2025. that item was worse than the first item so I then called again and spoke with somebody named **** and at that point considering that the items was getting worse and not better I wanted a refund. So on June 12 the company decided to send me $237 dollars when I paid $505. I am not OK with a partial refund because I returned all the items that I purchased. So now I am asking you to help me get my full refund.
  
  Hi Lala, thank you for taking the time to share your experience. Were truly sorry to hear that your smile journey didnt go as expected. Here at Pop On, we stand by our Pop On Promise, which outlines the fees retained at each stage of the process. Because each set of veneers is custom-made just for you, we must account for the time, labor, and materials involved. Thats why we provide clear information about our policy before purchase, during communications, and again as part of the required approval when submitting a return, remake, or cancellation request. You can also view it anytime here: ************************************************
  
  Below is a breakdown of the specific fees related to your order:
  
  Paid: $505.36
  Less Each Impression Kit: $98.00
  Less Top & Bottom Returned: $105.00
  Less First Remake Top or Bottom Returned: $65.00
  Total Refund: $237.36
  
  We understand its disappointing when things dont work out, and we're truly sorry we werent able to create a smile you felt great about. We hope this message helps clarify how your refund was calculated in line with our Pop On Promise. If you have any further questions, feel free to reach out to us directly at ******************************* were always here to help.
  
  Thank you,
  Customer Service

• Initial Complaint

  Date:06/04/2025

  Type:Product 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.

  Frustrating Experience Multiple failed attempts I was really hopeful about trying Pop On Veneers, but my experience has been nothing but frustrating. I followed their instructions carefully, but I had to redo the impressions multiple timeseven after being extremely precise. Each time I was told something was slightly off, yet I received guidance from their Video Impressions Coaches. It felt like a never-ending cycle with no real solution. Between shipping the kits back and waiting for feedback, the whole process became time-consuming and discouraging. For a product that markets itself as convenient and easy, this was anything but frustrating. I eventually gave upnot because I didnt want the veneers, but because the process was too frustrating and unclear. Im disappointed and honestly feel like I wasted both time and money. Sadly, this was not the easy or effective solution its marketed to be.I filed a complaint with my bank and was refunded the initial $99.00 and one weekly payment with their financing option with **********. My total claim was denied because ************* stated I never returned the impression kit yet I received an email which is attached that confirmed the impressions were received. My bank suggested that I contact Popon Veeners regarding the dispute and I was informed by a **************** representative at ************* the disputed has not been closed and there's nothing that can be done. However, my bank closed the claim and the claim has been closed for over 6 months. I am disappointed that I trusted this company to provide me a product and service that they claim is superior. Not only am I out of the money that I've spent, I still have no resolution nor product.

  Business Response

  Date: 06/04/2025

  Hi ******,
  
  Thank you for reaching out. We're truly sorry to hear that your experience with our impression process has been frustrating, thats never the outcome we hope for. We understand how discouraging it can be to go through two attempts of making your impressions, and we appreciate the effort you put into following our instructions and working with our ********************************************* ****************************** **************
  Our goal is to help every customer succeed, which is why we offer detailed written instructions, video tutorials, and one-on-one coaching. That said, we do have to maintain certain standards for approval to ensure a proper fit. Approving impressions that dont meet those standards would compromise the fit and quality of the final product and is something we do not stand by. Regarding the chargebacks, here were four chargebacks associated with this order, all of which were resolved in your favor. As a result, the bank has refunded to your account. If youd like to move forward with a Pop On Veneers product, a new order would need to be placed.
  
  We truly regret that your experience didnt reflect the ease and satisfaction we aim to provide, and we appreciate your feedback. It helps us continue to improve our process and communication. If you ever decide to give us another try in the future, we'd love the opportunity to support you again. Have a great day!

  Customer Answer

  Date: 06/07/2025

  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]

   The response is incorrect as it relates to the refund for any charge backs. I am waiting on proof from my back to support my response and will submit  

   

   

   

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

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

  Customer Answer

  Date: 06/11/2025

  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]

   My bank confirms 2 refunds only. One for $99.00 and the other refund was $28.51. I have requested a letter from my bank to support the amounts and refund amount.

   

   

   

   

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

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

  Business Response

  Date: 06/12/2025

  Hi ******,
  
  Thank you for your follow-up. We understand this situation has been frustrating, and weve done everything on our end to be as transparent and supportive as possible.
  
  To reiterate, weve attached additional screenshots from your ********** account showing the full overview of your payment plan. Youll see the total disputed amount of $184.53, as well as four chargebacks all of which were resolved in your favor. This information is always available to you by logging into your ********** account and reviewing the timeline and transactions there.
  
  At this point, weve thoroughly reviewed and addressed your concerns, and there is nothing further were able to provide. If your bank shares additional documentation that conflicts with whats been shown, you are welcome to review that directly with them.
  
  Thank you, Customer Service

• Initial Complaint

  Date:05/27/2025

  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.

  I bought the product and went through the process of making molds and waiting for the pop on veneers to arrive. Upon arrival, they did not fit. So I contacted the company and a remake was issue, I sent the originals back and repeated the process. Weeks later the new veneers arrived, and again, didn't fit, in fact they cracked and broke when I tried them on. So I called the company and requested another remake. Same process, weeks later, yet again! They don't fit. Attempted the process again, and yet again, they didn't fit. By this point I was VERY frustrated that I spent months of time and hundreds of dollars, so I requested a refund. They told me they won't refund my money, and that is unacceptable.For the last several months I have been trying to get the company to provide the product as advertised. I spent over $700 and months of waiting just to be told that they won't issue a refund when I wanted one because "they made remakes so we won't refund it".This can't possibly be what is referred to as "good business". I would like my money back. No exceptions. No negotiations. Full Refund.

  Business Response

  Date: 05/28/2025

  Hi ******, thank you for reaching out and sharing your experience. We're genuinely sorry to hear about the frustration you've encountered throughout this process. We want to be fully transparent and ensure you know that weve been actively trying to help resolve this. On May 22, 2025, our team requested updated photos or a video clearly showing the concerns you've described with your veneers. This request was made because the images submitted with your remake form on March 3, 2025, appear to be the same as those you previously provided on February 26, 2025. In order to properly escalate this to our production team and assess what went wrong, we need new, current visuals that reflect the latest issues you're experiencing. We completely understand your frustration, and our goal is to make this right. Getting updated photos or video is essential for us to determine the best next steps and ensure any future remakes (if needed) are done correctly or to explore other options. We genuinely appreciate your patience and are here to support you through this. Please let us know if you need help capturing or submitting the photos, and well be happy to guide you through it.

  Customer Answer

  Date: 05/30/2025

  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:

  After 4 attempts to provide the product correctly, I think you've had enough chances and you've demanded enough pictures. The quality of YOUR product for future remakes isn't MY problem. I just want my refund and I want it immediately. I'm done playing this game.

  See this BBB? This is what I've been dealing with for over 5 months. 

  
  

   

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

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

  Business Response

  Date: 06/10/2025

  Hi ******, were truly sorry your journey with us had to end this way. We understand how disappointing this experience has been, and we genuinely wanted to make things right. Our team made multiple attempts to assist you, including requesting updated photos to properly assess the issue and escalate it for a potential solution. Since youve let us know you no longer wish to proceed with our support and have initiated a chargeback through your bank, we are now required to pause all further action on our end. At this point, the case is in your banks hands, and a resolution is typically provided within 60 days. We appreciate you giving us the opportunity to try and help, and were sorry it couldnt be resolved differently.

• Initial Complaint

  Date:05/23/2025

  Type:Product 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.

  I had laced an order using a pay in 4 service, but cancelled within 2 weeks due to my item not even being processed nor made during this time period. They refused to refund me, even though their policy states otherwise When I reached out to the pay in 4 servicer, they processed a charge back pending investigation but refuse to even get the money back. I am being told I am responsible for the entire purchase even though nothing was even processed to get to being made DESPITE their website saying made and shipped within 2 weeks with expedited processing that I PAID FOR. I am requesting a full refund or the minimum of a partial refund with a full refund of expedited shipping costs.

  Business Response

  Date: 05/23/2025

  Hi ******, thank you for your feedback, and were truly sorry to hear about your experience.We want to clarify that your order was placed on April 7th and entered production on April 8ththe very next day. While our estimated timeline aims to have veneers produced within 2 weeks, our design process is highly meticulous. Each set goes through multiple quality checkpoints to ensure fit, comfort, and aesthetics. Were sorry that the production time did not meet your expectations and appreciate your patience up until this point. Regarding your request for a refund: weve been notified that a chargeback was initiated through your pay-in-4 provider, ******. Once a chargeback is in place, were required to pause all production and await the outcome of the investigation before taking any further steps. At this time, we have pulled your order from production and are unable to proceed until we receive a resolution from Affirm.
  
  We also want to acknowledge that we received your latest email on May 22, 2025, where you shared that ****** has closed the dispute and determined you are fully responsible for the purchase. While we appreciate you bringing this to our attention, we are required to wait for official confirmation directly from Affirm before were able to take any next steps on our end. As soon as we receive a formal update from Affirm, well move forward accordingly and be sure to keep you updated via email. In the meantime, thank you again for your patience and understanding!

  Customer Answer

  Date: 05/28/2025

  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]

   According an email received from the company on 5/23/25 they have received the funds from Affirm and are not working with me for a resolution that I can agree with. According to my account on their website, they didnt go into production until 4/21 which isnt what they are stating in response to my complaint. Please advise the only thing I will accept at this time is the partial refund that is stated I am entitled to on their website.

   

   

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

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

  Business Response

  Date: 05/29/2025

  Hi ******! Thank you for following up with us. We understand how frustrating this situation has been, and we truly appreciate your patience as we work toward a resolution. We want to clarify that after you initiated a chargeback through Affirm, the matter was fully reviewed by their team. Ultimately, the decision was made in our favor, confirming that the transaction was valid and that our service aligned with the terms of purchase.
  
  Due to the chargeback process has been completed and ruled in our favor, we're unable to issue a partial refund at this time. However, we remain fully committed to fulfilling your order and proceeding with the production of your veneers, as originally agreed.
  
  We know this may not be the resolution you were hoping for, but were here to make sure you receive the product and experience you expected. If theres anything we can do to ensure you feel confident moving forward with your smile journey, were more than happy to help.