ComplaintsforTruSmile Veneers
Veneers
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Complaint Details
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Initial Complaint
03/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an order at the start of February 2024 I paid $1234 that included express shipping. I was sent impression kit which I completed with help of a dental assistant which were good impressions. I'm now being told that from trusmile that the impressions ain't bad but not useable and they want me to buy more impressions kits to do again. I'm not buying more or wasting any more money on themInitial Complaint
03/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased veneers from Trusmile and they were not what I expected. When I tried the veneers on they were difficult to extract from my teeth. After much finagling I removed the veneers and my gums were bleeding! I contacted the company about a refund and I received automated responses for the last two weeks. Help.Initial Complaint
02/26/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
June 15th, email company pictures of my natural smile June 24th, 2023, ordered veneers I paid $337.00 with a 70% discount for a total of $267.00. Scheduled a virtual appointment with one of their seasoned installers. Oct. 5, 2023 She watched me and guided me every step of the way via camera. I mailed in the veneers and was so excited about receiving them, but to my shock, I got an email on October 26, 2023, stating that the veneers that I sent in of which were guided and approved by a seasoned employee. were rejected, so I tried again, and the second set was also rejected on January 17th, 2024. At this point, I am done with their games. I just want a refund, and I have asked several times. They have violated my consumer rights. The way their business model is set up to do a virtual appointment makes it impossible for a group of people not to be able to do this, and I am in that group. As a senior, I personally feel singled out, tageted, and scammed against, as they have made obtaining these impressions impossible for me to do. They have stolen my money, and I want it back!!!! I made a good faith effort with this product by purchasing it, but at this point, Trusmile Veneer has engaged in bad faith and has stolen money from a senior citizen, me. I just want my money back!!!! In June 2024, it will be a year since I ordered from Trusmile Veneers and I HAVE NOT RECEIVED MY PRODUCT. There is something wrong when you order a product and do not receive it in almost a year. It seems that their intention is to keep my money. This is what is called fraud, and a bait-and-switch illegal selling tactic. in my opinion. Signed Senior without visitors.Initial Complaint
02/26/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In December, I ordered Trusmile veneers. They informed me 1/17/24 that my molds were not good, after using their video link instructions to make 2 impressions (an extra one just to be safe). I asked that they should refund the transaction after they sent me an email trying to get me to pay additional funds to get my product. They have now charged me for a product they never delivered while falsely advertising 100% guaranteed on their website, and claiming to refund if not satisfied with product. I never received any product. They sent the impression and never sent me the veneers but want to keep my money. Please assist with this as it a fraudulent charge.Initial Complaint
02/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Attempted to order twice, every time they state something is wrong request refund or refund for expedited shopping which was not used.Initial Complaint
12/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The Veneers look and feel great. However I would not recommend trusmile. Paid for the express shipping at the two week mark (when my veneers should’ve been finished) reached out to see when they would ship. After back and forth emails for a 5 days (their customer service only responds to one email a day) after getting nowhere with email called the customer service number. First off they sound like they’re talking on a phone with bad service so understanding anything is impossible. Called the first day was told it would ship the next day. Then had to call back 36 hours later when it still hadn’t shipped yet. Took them an extra 9 days countless emails and multiple phone calls to ship after the veneers were “finished”. Now they are refusing a refund on the express part of my order, because the were “finished” in the allotted time, which couldnt be true but they definitely hadn’t shipped in the allotted time. Had I not kept on them about the shipping it’s hard to say when I would have actually received them. I would like a 125$ refund on the express (2 week delivery) part of my order. I have attached screenshots of the back and forth emails and the tracking information.Initial Complaint
11/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I’ve yet to get what I’ve paid for and gettin the runaround I want my product they promisedInitial Complaint
10/20/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 4-10-23 I paid $299.00 for veneers to my top teeth. I however didn’t do the impression correct and had to pay for another impression kit on 5-04-23 in the amount of $24.99. I received an email on 5-16-23 that again my impressions were no good. I requested a refund 5-18 so they responded with sending me a free kit to give it one last try on5-18. On July 7 I got email that my impressions were excepted. After waiting and waiting I reached out and asked how long the impressions take. Aug 17 they responded with 3-5 weeks but added I could expedite them for $145 more. Then on 9-15 I emailed checking on my order only for them to reply that my impressions weren’t excepted.I told them I had confirmation that they were and they have no explanation but did send me an email that I can’t get a refund. I didn’t get any product so why am I not entitled to a refund? If they would make the impressions that would be great but they have done nothing and I’m out 323.99Business response
10/24/2023
Dear Hallie,
I hope this email finds you well. My name is Yomna, and I am a representative from the escalation department. Your case has been assigned to me, and it is my responsibility to ensure that your concerns are addressed promptly and effectively.
We have made several attempts to contact you regarding this matter and have sent multiple emails, but we have not received any response from your end thus far. We kindly request that you check your inbox for these emails and provide us with a reply as soon as possible, so we can work together to resolve any issues you may be experiencing.Customer response
10/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20756559, and find that this resolution is satisfactory to me.
Sincerely,
Hallie *********Initial Complaint
10/19/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Terrible service. I would leave 0 stars if possible . I would not recommend this company. They rejected my impression 4 times and after paying for another impression kit. They finally sent me my veneers and they do not even fit on my teeth at all! I mean at all! They refuse to give me my money back for such terrible service! I have been through multiple veneer companies including pop on veneers and shiny smile veneers! The only problem I’ve ever experienced is between trusmile veneers . This is bullshit! And I’m not gonna stop until they refund me my money. Pop on veneers have been the best company I have ever used so far!Initial Complaint
06/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 14th I placed an order of 499.99 for snap on veneers. After making the purchase, I was asked to provide photos of my teeth and warned I should not place an order if I have dental problems. I am in the middle of my dental work and wanted these veneers to wear until that was done, so I sent an e-mail asking to cancel the order. I was offered expedited services to which I responded "If I can get the veneers, I'd like to get them." Communication ended after that, I was supposedly sent an impression kit that I never received and finally, around middle of June I emailed them asking to just refund my money. Mind you, after ordering, they tell you they need photos to see if you qualify before sending a kit. I never sent photos, they do not have my photos but rushed sending me an impression kit anyways according to them. I do not have an impression kit, did not hear anything further them until I wanted my money back and do not have the product. Their policy states after 20 days of ordering, they do not process refunds, which seems like a terrible practice considering you won't get your products until LONG after that and if you have problems, they'll only redo the veneers once. I do not have the product I paid for and at this point, after dealing with them and seeing the reviews, I do not want it, but they are refusing to return my money even though I DON'T have the veneers. I've had to file a dispute with my bank and contact the FTC because I cannot be forced to pay for a product, especially one I don't have. DO NOT DO BUSINESS WITH THEM! They have a "link" you are supposed to find yourself before ordering and if you don't, they will email you certain terms and conditions after you have already paid. Had I of just seen that plainly from the get go, I'd have never ordered in the first place.Business response
07/06/2023
Dear Stephanie,
We highly value our customers' feedback and strive for their satisfaction. We want to address your recent concerns regarding a refund request.
Attached, you will find a screenshot from March 15th, where you declined the refund offer and opted to continue with your veneers order. As a result, we sent out the impression kit, which was delivered according to the tracking link provided. To ensure a satisfactory experience, we also marked your order as express free of charge.
**************************TrackConfirmAction.action?tLabels=9400111206214920619929
We were awaiting photographs of your teeth to determine eligibility; however, we have not received them nor been in communication since then.
On June 20th, you requested a refund despite previous correspondence. Please note that your order was placed on March 12th, 2023, and as per our policy, refunds are not granted after 20 days from the date of purchase. That being said, we have not refused your refund request if it is determined that you are not eligible for the veneers. To proceed with this evaluation, kindly send us the requisite teeth photos so that our specialized team can assess your eligibility and address your refund inquiry promptly.
Please be reminded that your earlier communication indicated that you wished to proceed with the order. We kindly ask for your cooperation in providing the necessary information as soon as possible.Customer response
07/09/2023
Complaint: 20230223
I am rejecting this response because: After contacting my bank I received a refund anyways.
Sincerely,
Stephanie ********Business response
07/20/2023
Dear Stephanie,
We requested your teeth photos to determine your eligibility for a refund, however, we never received them. On June 20th, you emailed for a refund even though you had previously asked to proceed with the order. As per our policy, we do not offer refunds after 20 days have passed from the date the order was placed. We did not refuse your refund, however, we asked for your photos to determine your eligibility and direct your email to the specialized team for a refund.
We hope this clarifies the situation. Thank you for your understanding.
Sincerely,
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Contact Information
Customer Complaints Summary
26 total complaints in the last 3 years.
11 complaints closed in the last 12 months.