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:03/05/2024

  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 ordered a product. Had the welcome call.. they determined that I was able to get the product based on questions asked.. did I have gum disease was I missing certain teeth. Sent me an impression kit. Sent pics and they say they need better pics of my teeth. I cant take better pics because I have a restrictive frenulum that will not allow my lips to stretch over my teeth. They should have told me this before I spent hundreds of dollars of my tax check on this trash. Then you can never get help. I have currently been sitting on hold for 20 min to talk to someone to see if theres anything that can be done. This company discriminated against me because of a disability and then keep $150 of my money for some molding **** that you can get from the dollar tree. I intend to reach out to the company ceo as soon as I can about the way I have been treated by this company. Dont buy from them. Its a scam to get your money and keep it and never send you a product

  

  Business Response

  Date: 03/06/2024

  We are pleased to advise that we have already resolved the customers issues directly.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21386771
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/12/2024

  No reason for the rejection to this complaint has been posted by the customer it is blank so I am unable to respond.

• Initial Complaint

  Date:01/02/2024

  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.

  I submitted pictures they said they needed for the product i purchased to be made.. they have to approve pictures of your teeth before you are allowed to take impressions. They responded that they need more and im not a professional photographer and cant get the angles they want. It just seems excessive. So i said just refund me my money, and they wont give me a full refund. Then i said ill take the impressions of my teeth since ill lose money anyway and now they say it will cost me MORE if i send the impressions without sending the pictures first/get approval. They dont need the amount of pictures they are saying and im worried about what they do with the pictures. Additionally, i am not a photographer and cant/wont put my phone in my mouth to get some of the angles they claim to need. It all makes NO sense

  

  Business Response

  Date: 01/03/2024

  Our customer ordered a custom made product on 11/03/2023 and was provided with a self impressions kit.  We attempted the welcome call 3 times to provide an introduction and answer any questions, but were unable to connect so provided the information by email.  The instasmile is designed to fit over the natural teeth and create a cosmetic uplift of ****************** - covering any chips, gaps or missing teeth.  The impressions have to have sufficient detail (height of the teeth, clear gumline impression) to be able to ensure a fitting product and the best result - quality cannot be compromised.  Our self impression trays can be used for up to 8 attempts each so we check the impression clarity via images by email - sending the images is quick and easy.  Once they contain the detail required, we provide a shipping label to return them - to return impressions that are not approved would be costly and prolong the process.  We provide full instructions, a welcome call, and a video demonstration.  The priority is to ensure the instasmile veneers fit and sit perfectly at the gumline.  If an impression is not approved we follow up with a call to the customer to provide advice and support for their next attempt.  The average attempts for customers is 2-3 - some getting them first time, others needing a few attempts.  At the point of leaving the review our customer had advised they were not willing to send images, and we really need the process to be followed to be able to provide the best service - we cannot send out further free kits if the customer will not follow the process of sending images of the impression once taken.  Since this review was left our customer has advised she misunderstood our request for images of the impression and thought we were asking for further images of the teeth which was not the case.  Our customer has advised the impressions will be taken and send images for checking and therefore I am confident the order can progress successfully.

  Customer Answer

  Date: 01/04/2024

   
  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.
  I want to note that when i filed this complaint, they said i needed pictures of my mouth/teeth and nothing to do with the impressions. They sent pictures also and they looked like professional/dental marketing photos that didnt make any sense to me (not relevant for making this product for me)-let alone impossible for me to take on my own. Its interesting that their messaging/instructions changed entirely once this BBB complaint was filed. I look forward to getting this product fulfilled.
  

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

• Initial Complaint

  Date:12/22/2023

  Type:Delivery 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.

  March 09, 2022 Never received the product after 6-7 inpressions. Asked for a refund they after 3 days is the only way they give refunds. Yes I said 3 days! Tried calling them and its all automated, no representatives available.

  

  Business Response

  Date: 12/28/2023

  The customer ordered in March 2023 and a self impressions kit was shipped and delivered allowing the customer to commence the impressions.  The lower impression passed on the 1st attempt, but the customer has had repeated attempts at the upper impression but each time it lacks sufficient depth - the measurements need to be precise to avoid the veneer being short at the gumline.  There has been no further attempt at the impression since August.  As this is a custom made item we do not offer cancellation/refunds after the 3 day cooling off period ends, however we will fulfill the order that the customer paid for.  I will ensure we reach out to the customer again about their upper impression as we cannot create the new smile without the customer providing clear and precise measurements.  

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21041940
  
  I am rejecting this response because: they deleted all my records, I cant even log in to my account anymore. They claim they changed the way do it. Well how can you even have access to your own account when it dont exist? I have discussed with an attorney their practice. According to them taking them to small claims court is the best course of action. I still have all transactions, correspondences with them. I have done 6 impressions on the upper, at some point they needed to confirm something I was/wasnt doing correctly. I wont stand for companies like this thievery. 

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

  

  Business Response

  Date: 12/29/2023

  The customer is suggesting the order is not active which is not the case - the order is active and will be fulfilled once the customer completes the impressions process.  The only reason the customer cannot access the My Account area is that we have changed web providers, and the order is old (orders should be completed within 90 days) but we are happy to provide an extension for this customer and we reached out to her yesterday but the customer did not take the call so an email was sent instead as follows - 

  19 hours ago (Thu, 28 Dec 2023 at 1:47 PM)
  To:********************
  Hi *****,
  
  I'm sorry I wasn't able to reach you today when I called to provide some assistance with your impressions.
  
  I am sorry your attempts at the impressions have not been approved to date.  Sometimes it can take a few attempts, however, it is vital these are accurate or the product will not ************* your gum line to clip in over your natural teeth.
  
  We cannot accept cancellations as your order is outside of the 3 day cooling off period. The veneers are a custom made product and we have already reserved a place in our production line for your order. 
  
  You have taken the upper impression on 7 occasions and still have 1 more attempt left.  If you feel a new tray would help you through this process, we would be happy to send you 1 additional new tray at no cost to show our dedication to helping you complete the impression process so we can create your new smile that you deserve.
  
  Our contact information is available below, please give us a call at your convenience or you can reply to this email.
  
  We look forward to hearing from you soon.
  
  Ticket ID ******
  Thank you,

  The customer replied that the 3 day cooling off period is illegal - however this is in line with the distance selling regulations in the ***, remembering this is a custom made product.  It is over to the customer now to do what is required to have their order completed in full - which is to supply an upper impression, to go with their already completed lower impression.  
  

• Initial Complaint

  Date:12/18/2023

  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 PURCHASED UPPER,AND LOWER VENEERS. FOR **** HUNDREDS OF DOLLARS. THE VENEERS WERE SENT OUT TO ME, WHICH WHERE VERY HARD FOR ME TO FIGURE OUT THE CONCEPT. SHORTLY AFTER MY MOM ,AND OTHER FAMILY MEMBERS PROCEEDED. FIRST DOSE OF THE VENEERS I BOTCHED,THE SECOND ONE WAS BOTCHED AS WELL. HERES THE THING! TGE PROCESS WAS VERY HARD FOR ME TO COMPLETELY GRASP THE CONCEPT WITH NO ONE TO HELP ME! I'M A DISABLE WOMAN WHO HAS MENTAL ILNESS ,AND ON A LIMITED INCOME. I SAVED UP FOR YEARS INTO WHICH I RESHERCHED ,ORHER VENEERS FOR 90% CHEEPER. SINCE THIS INCIDENT I'VE HAVE A MAJOR SET BACK IN MY DEPRESSION. THANK YOU FOR YOUR TIME, EITHER WAY THANKS

  

  Business Response

  Date: 12/18/2023

  We received an order from this customer, over 3 years ago for custom made clip in veneers.  A self impressions kit was provided, and we conducted a welcome call with the customer.  Impressions were commenced, and natural teeth images were suitability checked.  We advise customers to complete their impressions within 90 days - this order was extended on 2 occasions as the customer only ever submitted ************** attempt at this point.  From July 2021, there was no contact at all and the order expired - the customer was advised of this in June 2022, 18 months ago.  We are sorry the customer did not complete their order within the timeframe explained in our terms and conditions and allowed the order to expire.

• Initial Complaint

  Date:12/06/2023

  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.

  An order was placed for Instasmile Classic snap in veneers on 9/23/23. Amount paid was ******. The kit to make the impressions was received a few days after ordered. The impressions were made and pictures taken and sent in to receive approval to be sent back for the veneers to be made. The bottom mold was approved but the top keeps getting rejected. This is not the first time I have done this process and know what they are looking for. However, they keep denying the impressions, send more instructions and the impressions are redone they way they instruct. They have stated to reuse the impression mold sent. It is now December and they are still denying mold impressions. They have done this previously with others and myself over a year ago and had to get a refund. However, they keep requesting re-do until it is past time to get a refund. I have now asked for new trays for the molds which they don't want to send. I feel they stall and request re-molds to keep payment and not supply a product drawing it out and pushing it past time for a refund.

  

  Business Response

  Date: 12/07/2023

  The customer placed an order for custom made ******************** clip in veneers for her top teeth in September - a self impressions kit was dispatched.  The customer was not available to take our welcome call to walk through the process so we provided the information needed by email.  The impressions have been attempted 5 times and have not been approved as they do not provide the accuracy needed to make the veneer.  The customer has expressed they do not wish for us to call them to help with the impressions process.  We do not offer cancellation once the impressions process has commenced.  This is irrelevant to the 3 day cooling off period. We are here to assist the customer with the impressions and we have today emailed step by step instructions for the reattempt, and offered to provide an exclusive one to one assessment with the Head Technician if she wishes to video the process then we can provide her with feedback on where this may be going wrong - the last thing we want is to make a product that will not fit, which would happen if the impression is distorted or does not capture the full measurements of the teeth.  We hope to support the customer with this so that she is able to receive her new smile very soon.

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20965582
  
  I am rejecting this response because:

  I have sent back another set of pictures of a re take following their instructions.   Also, I have spoken with them once on the phone and let them know that I can not speak on the phone during business hours because I am working.  The last 3 or 4 calls they did not leave a message but then sent an email.  I have responded to the email(s), followed instructions, again and sent in the pictures again.  So. I am waiting for another response.

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

  

  Business Response

  Date: 12/28/2023

  Our customer has already had an approved lower impression, but is having an issue with the upper one.  We have provided step by step instructions by email as the customer works and cannot take calls.  We will be providing the customer with a new tray as requested to reattempt the upper, and trying to find a time we could have a call as we find a conversation really makes the difference to support our customers who are struggling.  If that does not work for the customer we will be inviting a video of the next attempt so we can provide some one to one feedback to provide the best help we possibly can to complete the order.  The impressions being accurate is vital to achieve a fitting product and a new smile which our customer deserves.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20965582
  
  I am rejecting this response because:

  I spoke with a live agent on the phone before the last impression and  did a live chat.  When I receive the new tray which I requested twice now, and when my impression is approved, or a refund issued then I will accept their response and close the case but not until then.

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

• Initial Complaint

  Date:12/05/2023

  Type:Delivery 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.

  Ordered veneers. Did impressions of my teeth, approved before I sent them in.Received the veneers. They are cheap made, much larger than my original teeth...I can't even close my mouth with them in.Top veneer doesn't even lock in..it's loose.

  

  Business Response

  Date: 12/05/2023

  The customer has reported an issue with the custom made clip in veneer provided.  As he is within the 30 day manufacturer's warranty we are currently assessing his claim - we are currently awaiting further information to complete the warranty claim assessment which was requested from the customer yesterday.  Once this is received we will contact the customer directly with the outcome.

• Initial Complaint

  Date:10/16/2023

  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.

  INSTASMILE offers straight smiles per advertisement anywhere online and strongly on ******* with video reviews. I ordered a straight smile and have not the worst of teeth like many many others but they need work. (I paid the total a while before we started the process of taking the impressions and when I did I sent them in they REMOVED my account and told me I COULD NOT start it up and had to do it through email now) After going through the process of sending photos and impressions I received the teeth that where small, they need be as big as your teeth and just clip in easily, but where so small they HURT REALLY BAD. Further more the teeth were NOT STRAIGHT at all, they were chunky rounder than my own and thick where they needed not be. THEY LOOK LIKE OLD MAN OR HORSE TEETH. They made my teeth look worse while some teeth were made thicker and others not so the difference made the veneers irregular and bad looking (specially with light fall on it). This all in front of the teeth the first thing anyone can see. The front teeth also not separated good enough so that gives one chunk tooth like a prank. THE WORST was how ever that they do not communicate appropriately. Emails are ignored and replied to wrongly about other topics. Request for refunds, re do's nothing works with them and now I FINALLY heard id be able to do a new impression another series of terrible mistakes where included (I have all the emails). Finally they want to give me only 300 dollars back. But force me to wait another 20 days. Believe me this is not worth a *****. It is a joke. I will show in pictures. I would not wear them for a thousand because besides looking bad (and id never wear them) they also hurt and will badly REPOSITION my teeth. IT IS TERRIBLE AND IT WAS 700 DOLLARS and I want my money back in FULL NOT JUST A PART OF IT LIKE NOW !!! This was only bully service. Just ignoring Send something like this OMG ! I have all the emails, they dont deserve a *****.

  

  Business Response

  Date: 10/17/2023

  We are sorry to hear the customer has a product issue.

  Taking a look into the order i can see we have approved a remake of both upper and lower veneers with new impressions to ensure we provide a fully fitting veneer.

  We have gone back and forth with the customer to try and accommodate her request, For example providing a small impressions tray to make the impressions process a little easier.

  As per the terms and conditions agreed to when placing the order; 

  If you experience an issue with the fit of your custom made veneers, you will need to notify us within 30 days of receiving them.  You must not return the veneers to us at this point.
  We will ask you to provide images and a short video within 14 days of reporting this, which demonstrates the issue to allow our technicians to make a full assessment.
  If the technician is confident that we can remake the veneer for you and correct the issue, then you must allow us to do so. We will remake this free of charge and any materials required will be complimentary.  There is no refund option at this stage.

  We are happy to continue working with the customer on her remake veneers. 

  Customer Answer

  Date: 10/17/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  you keep sending different kinds of replies this one also came by my inbox 

   

  one after another completely different reply that you how ever dont even do 

   

  you only say it 

   

  then send other emails with more none sense 

  mee already did this part you where going to send new impression material and I kept asking when 

   

  whi h you just did not do 

   

  I have all the emails 

  the order is already cancelled 

   

  you emailed me that yourself 

   

  You again dont even notice that 

   

  your completed unorganized 

   

  you already sent back less then half of the money you said 

   

  I have to wait a month go r it to travel to my account 

   

  Its probably on foot 

   

  I how ever want all money back 

   

  THE ENTIRE SEVEN HUNDRED DOLLARS  

   

  and coming back with another fake solution you only say and dont do 

  and another 

  wont stop me 

   

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

  

  Business Response

  Date: 10/18/2023

  Upon reviewing the order again we can see a partial refund has been agreed, This is 50% of the order total.

  We do not offer a full refund on the veneers as per the contract - cancellation incurs an administration fee before manufacture to cover the cost of the impressions kit and assessment process. 
  
  Once we enter into manufacture, the refund option is not available. However as an exception a partial refund has been offered in this case.

  The refund amount is determined by the Technician depending on the issue, and whether it is impressions related or not.  In this case a 50% refund is the decision - based on the costs incurred by us in working with you to achieve a product that fits.  You will find that any custom made item will have similar terms as it is not a resalable product.

  Our refund process takes up to 21 days to complete, It has been advised that your refund of $337.50 will be paid on 03/11/2023

  Customer Answer

  Date: 10/18/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  YOU SELL EXTREMELY BAD ITEMS YOU ADVERTISE HUGELY FALSLY AS BEAUTIFUL 

   

  THIS WAY ALL YOUR TALK MEANS NOTHING 

   

  YOU ARE SOMPLY SCAMMING 

   

  YOU ALSO ARE NOT RESPONDING NOT HANDLING ABD SENDING FAKE REPLIES WHEN YOU REPLY THAT IMPLY *** DO SOMETHING ABOUT IT BUT YOU DONT 

   

  I HAVE TONS OF EMAILS T PROVE IT 

   

  I ADDED SOME ATTACHMENTS 

   

  THE TEETH YOU SENT ME ARE NOT WORTH A DIME 

   

  FOR THAT REASON IT IS NOT APPLICABLE TO ASK MY TO PAY FOR YOU TO CREATE THEM 

   

  THEY ARE ALSO DANGEROUS FOR PEOPLES TEETH AS THEY ARE WRONG SIZE / WRONGLY MADE 

   

  MY TEETH STILL HURT FOR TRYING THEM 

   

  YOU ACTUALLY OW ME FOR THAT COMPENSATION TOO 

   

  SO PAY ME BACK 

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

• Initial Complaint

  Date:09/28/2023

  Type:Delivery 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.

  Order number ******** I did my impressions I sent in photos of said impressions I got an email that these were received and my top impressions need to be redone I was told do not send them in and to wait for someone to call within 48 business hours It has been 72 business hours I need those for a wedding and I need instasmile to call as promised

  

  Business Response

  Date: 09/28/2023

  We are sorry to hear the customer experienced a delay in receiving their impressions help call.

  Taking a look into the order I can see the customer has called our inbound line today and has spoken with an advisor on what needs to be done next. 

  Thank you 

   

   

• Initial Complaint

  Date:09/12/2023

  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 the teeth made and they did not fit correctly.Could not close my mouth.initially paid on june 16th by the time I got my teeth made the second time I received them in august. They did not fit again. I can not close my moth correctly.Can not wear! Would like a refund. Will not give me one. Complete waste of money. Please help.

  

  Business Response

  Date: 09/12/2023

  We are sorry to hear the customer is unhappy with the product received.

  Looking through the order we can see the customer has allowed us to remake the product once in line with the terms and conditions but since receiving the second product has not reached out to us regarding any issues.

  We would urge the customer to contact us direct regarding the issues they are facing so we can conduct a thorough assessment.

  As the customer has had the product for almost 30 days we would urge the customer to reach out within the next 3 days so that the warranty period does not expire.

  Thank you 

  ***, customer experience team 

• Initial Complaint

  Date:07/14/2023

  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.

  During my initial correspondence, I explicitly took pictures of the gaps in my teeth. At that time, I was assured me that I was a suitable candidate for the veneers. Seven day later I was called that they would be slightly bigger to address the gaps. We I asked for refund I was told that I would only get half back. Instasmile sent me pictures of people that got bigger veneers and their results. Because of that I decided to go through with order. Upon receiving the veneers, I was surprised to discover that one side of the veneers was slanted. This discrepancy was not conveyed to me beforehand, leading me to believe that the veneers would be proportionate and suitable for my needs.As a professional in the field, I expect Instasmile to have accurately assessed the situation and provided me with transparent information from the outset. I trusted the companys expertise and went ahead with the purchase based on the belief that these veneers would be a suitable solution for my dental concerns. Regrettably, the veneers I received did not fit properly, and it is evident that they are not suitable for use.Considering the circumstances, I kindly asked for full refund for the unsatisfactory veneers or that the veneers be redone to align with the original expectations we discussed. I believe this would be a fair resolution. The company responded that the veneer fit my teeth and they filled ordered requirements.

  

  Business Response

  Date: 07/17/2023

  We are sorry to hear the customer is unhappy with their final product.

  The customer did reach out to us direct to ** and did provide evidence, Our technicians reviewed this evidence and deemed that the veneers are fully fitting and offer an amazing enhancement on the customers natural teeth, covering gaps and any imperfections.

  Before the product went into manufacture the customer was advised that due to her diastema the front two teeth would need to be made a little wider in order to cover this gap, The customer decided against cancelling the order and was happy to proceed.

  From the evidence provided we cannot see any slant to the product provided and any new product made would be made with the same design due to the customers natural dental profile.

  Thank you

  ***, Customer experience team.