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:07/05/2023

  Type:Customer Service 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.

  After purchasing upper veneer package, I was told that because I didnt submit my impression within 12 months, my order, which was fully paid, was voided. No where in advertisements, during the purchase process, or in the kit shipped (I have the original and have reviewed all contents) is this disclosed. I given a link for the fine print stating that after 12 months, no refund would be issued and the order would be voided, but this was never disclosed. With *****, illness and relocation, I intentionally delayed putting my impression in, and now am told my ~$500 order is not valid and no refund. *** attempted to escalate for review with no response. ************************* ORDER US8794

  

  Business Response

  Date: 07/05/2023

  We are sorry to hear the customer has allowed their order to expire.

  The order was placed in April 2022, We attempted to call the customer on two occasions for their welcome call but could not connect, We also sent an email prompting the customer to contact us. 

  We provided impression materials to the customer but have received no impression attempts or any contact in over 12 months, In line with the terms and conditions agreed to when placing the order, any order placed over 12 months ago with no contact for a period exceeding 6 months will be closed without recourse.

  Please find terms and conditions below

  ***************************************************************

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20271152
  
  I am rejecting this response because:hidden terms and conditions not made available in advertisements or time of purchase. In addition, no correspondence from Instasmile during their attempts that anything. Was time sensitive or had an expiration date. The voice messages were to give instructions on how to make and ship impressions, and referred to ******* videos, which I watched and did not need additional information on how to make the impressions. In addition, the impression kit clearly has an expiration date of 2/2025, indicating that its good for an additional two years. Instasmile has devised a method to keep money (not an insignificant amount) and render no product or service by hiding things in terms and conditions and never notifying the client that their is a timeline. Conflicting information and lack of notification should require Instasmile to honor the order. I have attempted to load pictures of both the email and the expiration tag on the impression kit but they are too large of files. Lot **** Expiration 2025-02. I will instead upload as comments on all Instagram posts and social media. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/26/2023

  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 paid in the full over $600 and never received an impression kit. I was recently approved for dental implants and will not be able to use this product so requested a simple refund due to the fact I never received a kit, never sent in impressions and no teeth were created for me. I have requested a refund on 3 different occasions to Instasmile directly, and never received a refund.

  

  Business Response

  Date: 06/26/2023

  We are sorry to hear the customer is looking for a refund.

  We have reached out via phone to help with this but was unable to connect, we did follow the call with an email with our contact number and opening times.

  We invite the customer to reach out direct regarding this.

  Thankyou, ********;

• Initial Complaint

  Date:06/08/2023

  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.

  Me and my wife ordered veneers from instasmile back in November 5, 2022, which we paid $540 each with the expectation to receive our final product in December.I believe we receive our venues in January. The product didnt meet our expectation since for my wife was extremely bulky and for me was losing a part to cover the missing tooth. After sending photos and videos, they agree that the product was defective and they asked us to redo our impressions, witch we did and sent it back. After few weeks we received the product with a missing tooth and very loose.We contacted them, same process with worse results. My veneers didnt even fit me and my wifes was Extremely bulky and cricked. We contact them again and they sent us new material for us to do new impressions.I sent them multiple emails expressing disappointment and now that I sent them a request for a refund they do not want to do it, saying that they sent us the product. I insisted that the product was never sent the way was supposed and expressed disappointment for the service.I have multiple emails that I sent them telling the situation, and the frustration.At this point and after 7 months of waisting time and energy for something that I cant use the only thing that we want is our money back and other people be aware that its not worth do business with instasmile.I really appreciate if you can help us.Best regards, **********************

  

  Business Response

  Date: 06/09/2023

  I am sorry the customer is unhappy with the proposed resolution.
  
  We can see the customer did raise a claim and sent evidence to show the veneer was not fitting to which we approved a remake and did send out new impressions materials to help resolve those issues. As stated in the terms and conditions a refund cannot be offered at that stage.
  
  The remake was approved in March and we have not had any contact from the customer since. 
  
  We have contacted the customer today via email with a new proposed resolution.

  Thankyou, ********;

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20160735
  
  I am rejecting this response because:

   This veneers was supposed to be ready in December and we had to take multiple impressions to see if instasmile can make the promised product but instead they keep sending a defective product. In March when they sent me the wrong product they told me that they may mistakenly sent me somebody else veneers and asked me to wait little longer to send my new impressions back to them.

  I told them that we was tired of waisting our time and requested a refund but they told me to try later sending the new impressions. After that we got busy and travel overseas.

  After contacting the BBB I received an email from instasmile apologizing for oversight my emailsorry but at this point we are tired for this lack of professionalism and we ask for a prompt full refund for the money that me and my wife paid at front for a product that was never delivered as instasmile promise.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/19/2023

  We are sorry the customer was not happy with our proposed resolution. 

  When checking the order we can see the customer has raised a charge back with the bank on June 15th. Due to this the order is now closed in line with our terms and conditions.

  The customer will now need to wait for the outcome of the chargeback from his bank.

  There is nothing further we can now offer due to the route the customer has decided to take.

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20160735
  
  I am rejecting this response because:

  We really had a lot of patience to wait from November to now, without proper resolution.

   In multiple instances I communicated with instasmile that if they do not try to fix the problem I was going to do all the steps to get my money back and report the issue with the BBB.

  I am just doing what I said and in response I got the email saying that they apologize for oversight my email

  I am very sorry to say that I am extremely disappointed for the lack of responsibility on the way of doing business and the inconvenience and the waisted of our time have a price that we are willing to recover and make sure other people is aware of this to avoid this bad experience.

   I believe this is the third time that instasmile says that the case is close, but at my end, the case will not be close until, at the minimum, we have our money back.

   Thanking what the BBB is doing for this issue, I wish you a nice day.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/06/2023

  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.

  I paid Instasmile to make me veneers and the product I received was absolute garbage, they expect me to continue paying for these when they look awful and do not fit correctly they want me to pay for something I cannot use before they will offer anything I just want what I paid back and to return these as they are nothing as to what they are depicted to be online they dont cover my teeth are bulky are just downright awful.

  

  Business Response

  Date: 06/07/2023

  Im sorry to hear the customer has received the ********************** to find there is an issue with the fit, This is a custom made product that has been precision made from the measurements provided but the customer in the self impression.
  We appreciate sometimes this can happen and so this is covered under the 30 day manufacturers warranty, However the customer has allowed the order to fall into default due to non payment, The customer was advised of this. Until the missed payments are made the order will remain on hold.
  
  Once the account is brought up to date we will request evidence to understand the issue and assess the warranty claim. Until this is resolved we cannot assist further.
  
  We urge the customer to reach out to ** directly to make resolve the issues faced.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20146712
  
  I am rejecting this response because: I do not want this plastic piece of garbage I want a full refund of what I paid I am happy to return them to you but in what universe does it make sense to pay MORE for something I am requesting a refund for? 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/14/2023

  We are willing to look in to the customer issue and work with her for a resolution but to allow us to do we will need to see what the issue she is experiencing is and at the present time, we have not received any images or videos as requested.  As soon as the customer provides that we can start to work on a resolution, but if she is unwilling to provide any evidence of an issue with the product, we are unable to offer any resolution.

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20146712
  
  I am rejecting this response because: I already have sent them a video twice and they acknowledged it the first time I have no idea why they are saying that they havent received evidence that is a flat out lie.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/08/2023

  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 purchase a set of veneers from Instasmile on 3/27/2023 order US18348 in the amount of $450 based on the before and after photos from their website. I submitted two sets of impressions over the next couple of weeks. I received the veneers on 4/26/2023. When I tried them on, not only did they fit poorly but they look ridiculous, like the cheap Halloween teeth. I will submit photos. They moved up and down when I bit down and they made my upper lip stuck out to where it wouldnt close properly. I have asked to return them and be refunded. They say they cannot refund and must remake them. They offered me a natural set made with less material but that does not correct my smile. I dont understand why I would want that if it doesnt correct my smile. I can just use my natural teeth for free. All I want is a refund and be done with this fiasco.

  

  Business Response

  Date: 05/12/2023

  We have corresponded directly with the customer in relation to her order, and the options going forward.  We have offered to remake the product with a more secure fit under the 30 day manufacturer's warranty in line with our contractual agreement - no extra cost to the customer.  We have proposed to adjust the design to the customer's satisfaction and a change of shade if desired, but we have also pointed out that there is an adjustment period with clip in veneers, as they encapsulate the natural teeth, with no invasive drilling or filing of the natural teeth first, and it is natural for them to feel a little strange at first.  Within a week or so, the mouth adjusts as they settle in.  We are awaiting a response from the customer.  A refund option has been proposed as an exception to provide an alternative, in line with the refund and remake policy which forms part of the contract.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20031081
  
  I am rejecting this response because:
  I see no reason to have to go through the process of remaking the veneers. I understand that the fit could be improved but in their own words, to avoid the bucktooth I would have to choose a natural design which doesnt straighten my teeth. Also, no amount of adjustment time would have made my teeth stop hurting out past my lip. 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/12/2023

  The customer has regrettably refused the options provided for resolution of a remake or a partial refund on the order.  The customer has indicated that "I see no reason to have to go through the process of remaking the veneers" Our response to this - we warrant to do so under the contract.

  The customer also indicates an understanding that "the fit could be improved but in their own words, to avoid the bucktooth - we do not and would not use this term. We have made a custom made item using the precise measurements provided in the self impression. 

  We have agreed to remake this free of charge to make it a little more secure as there is a slight movement and we have agreed to a redesign to the customers liking. 

  We have offered a partial refund, as an exception, in line with the terms of the contract.  It is unfortunate that the customer has chosen not to work with ** to achieve a resolution.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20031081
  
  I am rejecting this response because:
  
  I admit nothing about the fit being improved because I dont know. How could I?  The only experience I have with you, the veneer doesnt fit. You may not use the term bucktooth but I can because thats what I see when I put these ridiculous things in my mouth. Why would I want you to remake them when YOU TOLD ME THAT IT WOULD NOT STRAIGHTEN MY SMILE!!! That is the real issue here. Not that I dont want ************ but that you told me yourself that by making them small enough not to stick out, they wouldnt straighten my smile. I mean really what sense does that make. Since you admittedly cannot make something that satisfies me, I am requesting a full refund upon return of these. Now are you willing to work with me. Working with someone is a two way street. If I let you make new veneers and then return them, do I then get a full refund?? Or are you just all about stealing peoples money. I have not yet left any reviews while I wait for this to be resolved to be fair to you. 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/01/2023

  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.

  Scam! Product is very cheap quality looks horrible and fake and they do not give refunds! After you get your product it's impossible to actually get in contact with a real person. They did remake my product under the warranty but the 2nd set is even worse than the first. They advertise like they are so great lieing to thousands of people! I want my money back.

  

  Business Response

  Date: 05/02/2023

  I am sorry our customer has an issue with your product. We will reach out today to request some evidence and see how we can help. I can the customer has sent a ticket to us already.

• Initial Complaint

  Date:04/19/2023

  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 placed an order in 2022 and everything went smoothly. Took awhile but I got my veneers and they were fine. However, three months after having them, they cracked. So instead of using the warranty, I thought it would be quicker to order a new pair and do the warranty later. And I wanted a bottom pair, too. Well apparently my impressions werent good enough, which would have been nice to know before the fact. Because when they refunded they only refunded a small percentage of the amount rather than half or even a 1/3. Which means I paid $70 MORE for just the top pair than I did on my second pair. So I placed a new order December 31st, New Years Day. Keep in mind they already have my impressions so it should not have taken three-four months to make them. I got them about two weeks ago and they dont fit. They are WAY too tight. Much different from my first pair. So I reached out to Instasmile and told them they do not fit. They are telling me that they were delivered in February which is IMPOSSIBLE. I did not get them before my refund which was in February 15th. And I SURE as heck didnt get them before March. So because I am out of my 30 days apparently they wont fix them. Which is fine, as Im filing a claim with my bank. This is not the product I paid for. You guys are a business. Do better. Im not looking for my money back. Im looking for you to fix your mistake. I have a combined 25k followers and 100k on TikTok. I will not stop until you do the right thing. If you are reading this and contemplating Instasmile. Think twice. Try ****************** Will also be posting this on your ****** reviews, and my social media. Fix this and I wont have to. Do the right thing.

  

  Business Response

  Date: 04/20/2023

  What has occurred here is very unusual - firstly, the *** tracking shows the package was delivered to on 3rd February but the customer advises they have only just received it.  Secondly, we have provided an upper custom made veneer using the same scans and designs as the previous order which was sent in August 2022, but the customer advises they are too tight to fit on her teeth even though they should be exactly the same.  I have reached out to the customer already yesterday to ask her to provide some visuals of the issue with the veneers.  It will be clear to see if they have been worn, or if they are brand new, and we intend to deal with this from there.  I have received no reply from the customer so far, who advised they were considering raising a dispute with the bank.  I have advised the customer that as a previous customer who has been satisfied with the product, it is my priority to try to work with her and I await her response.
  

• Initial Complaint

  Date:04/06/2023

  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.

  On March 16,2023 I request an impression kit be sent to me. I received the kit with 3 days. I have tried 6 attempts to get them an impression of my upper teeth which they continue to tell me that the impression has failed when calling customer service so many times most of them speak to you like you are illiterate. All I want is to cancel my order with 100% refund not partial. I feel they need better customer service representative also need to educate potential customers of the concerns of getting correct impressions before purchased. it's no way it should take seven times to get a good impression.

  

  Business Response

  Date: 04/17/2023

  We are sorry the customer is frustrated that the impression has yet to be approved despite several attempts.  The accuracy of the impressions is the most vital part of the process to allow us to make a custom made veneer that fits securely and provides a cosmetic uplift.  We provide instructions, an online video tutorial, and if the customer is unsuccessful we call them to provide further support.  Each impressions tray is good for up to 8 attempts and we provide 2 of these in the kit (16 attempts) so no need to ask the customer to purchase additional materials.  We are happy to continue to support this customer to complete the process, or if a refund is the only outcome she is looking for this will be subject to an administration fee of $149, which will be retained by instasmile to cover the cost of the kit and assessment process to date.  We did speak with the customer about this on 6 April, but she cut the call.  

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19904128
  
  I am rejecting this response because: I want all of my money not partial. terrible experience with this company 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/28/2023

  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 ordered instasmile and received impression kit . When I did impressions they were fine but was rejected. I told them I wanted refund because was the best I could do. Tried again but again rejected. They told me could be redone 8 times is not true. The stick to side and melt plus the impression before is still there and your teeth are your teeth nothing changes the impression with you putting same teeth in same impression. They called and I called them shithole scammers she said we are not shithole scammers but they are. I asked for a refund 6 days after I ordered and never got . They will not let you download receipts so here it is : Ways you can contact us (Mon - Fri 6 am - **** pm)Tel: ************ Live Chat Email: ***************************** Your instasmile Team Order summary instasmile impression kit 1 Free Instasmile Classic 1 Top teeth / A1 - Pure Natural White INVEST (-$68)Dual Discount Applied:$500 $338 $270 Instasmile Classic 1 Bottom teeth / A1 - Pure Natural White INVEST (-$68)Dual Discount Applied:$500 $338 $270 instasmile Classic Warranty 2 Free Subtotal $540 Shipping $0 Taxes $0 Total $540 USD You saved $135 Customer information Shipping address ******************************* ******* ********************** Create an account and keep track of your order. ****************************************************

  

  Business Response

  Date: 03/28/2023

  The customer placed her order and received our self impressions kit including 2 trays one for top impressions one for bottom, that can be remolded up to 8 times each.  We received and completed a suitability check of the customers natural teeth images and suitability was confirmed.  The impressions had been attempted once at the time of the call the customer refers to and the customer was frustrated that we weren't able to approve them - this was due to them being distorted - to create a custom made, secure product that fits the order purpose, the impressions must be sufficiently accurate and we cannot compromize on this.  For that reason the trays are reusable for up to 8 attempts - average attempts per customer is between 2 and 3 - many passing on the first try, some taking a couple of attempts.   We provide support by calling (we try to call 3 times) if an impression is not successful to provide support.  When the customer called, she asked to cancel and that was discussed, and the customer did express that she though we were a crock of **** company and she had been scammed.  The call continued in a more positive tone for a further 7 minutes, in which a reattempt was agreed with the agent and customer agreeing that the impression would be retried, and assurance was given that we are here to help together with a tutorial of how to approach the next attempt.  The impressions have this time been unsuccessful due to depth - the full height of the teeth and gum line is not represented clearly enough to progress.  The customer has 6 attempts remaining - we tried to call today but were unable to reach the customer - we will try again twice more and if unsuccessful we will email guidance for the third attempt.  If the customer wishes to withdraw it is possible to be refunded less an administration fee which covers the cost of the impressions kit, dispatch costs and assessments provided to date.  The customer can choose which option they wish to proceed with.  We are confident that any suitable customer can achieve the impressions needed to complete the order and receive their custom made new smile, which fits their own profile perfectly and we hope to connect with this customer tomorrow when we attempt again. Once impressions are approved manufacture time is 15 days.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19858985
  
  I am rejecting this response because: The impressions cannot be reused as stated they do not reform when boiled so the previous impressions are still there and cannot be redone as they lie and say. I also believe that they should tell people about fees if asking for a refund before they order not on the phone . They are scammers and they know it as I am not by far thier only complaint. Up to 8 times is a complete lie and once is all you can do.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/29/2023

  I can see the customer has reached out to us directly and we will assist her as required - I can confirm that rigorous testing has taken place on the impression trays to ensure they can withstand remolding at least 8 times if the timings and instructions are followed.  Since we launched this impressions system, thousands of customers have successfully completed their impressions and received their instasmile.  The contract is visible on the website advising the customer of the terms and conditions of placing an order.  We will respond to the customer's direct contact to discuss her options at this stage.

• Initial Complaint

  Date:03/10/2023

  Type:Customer Service 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.

  In January 2021, I purchased Instasmiles veneer kit for $300. For over a year I attempted to use their teeth impression product, but my impressions failed. At least eleven times I tried over the course of a year and a half. The one time they passed and I finally got the veneers, they did not fit, and I had to keep trying to get the teeth impressions right. Their support was there, but after so many failed attempts, they could not offer me any new advice to help. Feeling defeated, I took a break from trying to get impressions of my teeth. Seven months later (March 2023), I finally tried again and I get an email the next day saying my account is no longer open, I failed to stay in contact with them for six months so they closed me out. I wasnt aware nor was I made aware before purchase. None of the support members reminded me of it during the numerous calls I had with them due to failed impressions nor did I receive any courtesy calls/emails about it. Had I known, I would have made sure to stay in contact with them. They denied me a partial refund and I feel its unfair that I paid for a product and did not receive it.

  

  Business Response

  Date: 03/16/2023

  HI Angel

  I am sorry that you have felt the need to submit a complaint about your order with instasmile.

  We did agree to remake your product for you back on 31st March 2021.  We have since provided you with 3 different sets of impressions material to enable you to provide us with a new impression, the 1st on 31st March 2021 shipped **** **********************, and our new reusable impression system on 23rd June 2021 shipped **** ********************** and 8th December 2021 shipped **** 9405511202558812502706.  We have also had a number of telephone conversations to provide you with guidance and support on how to provide an accurate impression and how to re use your impressions system, with each being able to be re used upto 8 times.  

  We have provided all the additional materials free of any charges which equate to $120, and we last tried to call you on 1st August 2022 to help you with your impressions, when we did not connect and sent you an email inviting you to call in (email ticket number ******) and we did not receive any return contact from you.  As you must appreciate, we are unable to keep an order open indefinately, and as It has now been almost 2 years since we agreed to remake your product, and we believe we have allowed sufficient time to enable you to progress with your remake, we have now had to close your order and are unable to continue with any remake or provide you with a partial refund.   

  Kind Regards

  *************;