ComplaintsforShiny Smile Veneers LLC

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Cancelled order and returned impression kit unused. Asked for a refund minus fees and shipping costs to send kit. Was told that the two week window for returns had expired and would receive no refund despite the fact that they have done nothing toward my order. According to my records my order was placed within the two week window.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased these veneers the latter part of May 2022 I received my first veneer in July 2022. It has been an ongoing battle and paying more money on more money to try to get them to make this right I just received the last veneer And clearly sent them a video showing the left side hanging way down causing me to not be able to close my mouth and I get in return an email saying that 15 months have passed although I just paid them more money a month or so ago let along the 15 month has not even gotten here

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This place has been giving me the run around since August 18th. They keep telling me the moldings I made are okay and to send them in and when I do they come back and say they aren't good enough. I paid them an extra $150 to have mine expedited and 4 months later I am still waiting . They mailed me a bottom set of veneers that didn't fit whatsoever and looked like I had a bad set of dentures in my mouth. The manager told me that I would get a refund if I had any more problems with them and the problems just keep continuing to happen. They are saying now I can't get my money back. I can never get a manager on the phone and when I do they just lie and assure me I will be happy. This is so not okay. I have paid them almost a grand and have a bottom pair of veneers that are a joke. My real teeth look better than these. I want a full refund back from this place. And someone should really consider shutting them down. I will take this as far as I have to go until I get my money back. So I'm hoping to get some help from you guys. Again I will send in the copy of my bank statement to show how much I've paid them. These emails I've included shows the lies where they said the veneers were ready to go and how they told me I would get a full refund if I took down the bad review. I did that once already and they promised me I would not have anymore problems, and they lied, they sent me bottom veneers that didn't fit, they told me they would refund me the amount I paid to have these expedited, a week later still no refund , so I had to call and get on their butts again. I'm not even sure if that amount even went in my account yet. I told them after I get my full refund and my veneers free of charge is when I'll take down the reviews. Until then I hope there customers see how bad they do people and take their hard earned money elsewhere!!

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered these veneers in march.. paid over $900 up front for top and bottom. Order express shipping. They arrived and look like horse teeth. So I redid molds twice and received a new set today that look like big plastic horse teeth. I just want my money back. Do not fall for this scam!!! The teeth you see on their page or YouTube reviews are NOT what you get when they arrive!

  Business response

  06/07/2023

  Dear Reba,
  
  Thank you for bringing your concerns to our attention. We take all customer complaints seriously and strive to ensure satisfaction.
  
  Please let us explain that our Shiny Smile Veneers are custom made it can take more than one try to make it perfect to your liking and the same goes for any other custom dental appliance even if you do it at the dentist's office, as clarified on our website as well.
  
  If you are not satisfied, Shiny Smile Veneers is willing to redo or remake their veneers at no cost if you are not satisfied with the results.
  
  We saw your emails that mentioned the received veneers were better, but you still need more adjustments and you wish to proceed. If this is the solution you would like to proceed with, we would be more than happy to replace them according to your notes.
  
  On the other hand, if you would like to proceed with a refund, our billing department will handle your case and walk you through the process.
  
  Please let us know your thoughts and we will keep an eye on your response.
  
  Thank you for your time and we look forward to hearing from you.
  
  Sincerely, 

  Customer response

  06/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the beginning of MAY OF 2023 I PLACED A ORDER FROM SHINEYSMILE VENEERS. Due to the fact that. I was struggling to do the impression. I HAD TO SCHEDULE A APPT. For ASSISTANCE. The appt. Was booked for MAY 20th. NOW AFTER I THE IMPRESSION WAS SUBMITTED AND APPROVED BY THE TECHNICIAN. The IMMPRESSION HAS BEEN DENIED. Now they won’t give me my money back

  Business response

  06/07/2023

  Dear Eliana,
  
  Thank you for bringing your concerns to our attention. At ShinySmile Veneers, we take all customer complaints seriously and are committed to providing the highest level of satisfaction.
  
  As noted on our website, "The impression step is the most important step in the process of the veneers manufacturing; without having a good impressions we can’t deliver a perfect fitting veneer." We do our utmost to provide clear instructions to obtain the best impression; however, it is ultimately the customer’s responsibility to ensure a good impression is provided.
  
  When you complete your video call appointment, our team only gives you a primary acceptance as the actual acceptance comes from the lab when we receive your impressions.
  
  We can see that our team has reached out and assisted you with the situation. If you have any further questions or concerns, please do not hesitate to contact us.
  
  We appreciate your time and attention to this matter and look forward to hearing from you.
  
  Sincerely,

• Initial Complaint

  03/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered these after researching many companies and reading many reviews. My process started back in December. I did the impressions and they were accepted. I waited about 4 weeks to get my veneers which upon arrival did not fit. First let me explain that I got these to temporarily hide a space on my back left side as I lost a tooth due to a bone infection. I still have my wisdom tooth back there. So imagine my surprise when I receive these veneers and not only do they not fit! There is this floppy tooth on the back left side as they didn’t put an anchor tooth to support it. Now let’s go in to the fact they are misrepresenting what these actually look like. Their website shows these in a case and they look pretty and actually look like they could snap in perfect. The thing is that isn’t what they look like when you get them. What you get is a cheap piece of plastic that is uneven and cuts up your mouth. The picture on the website is actually a picture of a snap-on smile. This procedure is done only by prescription by a dentist. They also don’t tell you they only cover 13 teeth. Not your whole arch. Which makes zero sense because hey.. how are they supposed to snap and function properly? I have had mine remade 4 times and still they are as cheap and non functional as the first pair. This is after they asked me to redo my bottom impression and finally asked me to go to my dentist at my expense to have impressions custom made. In the 4 times they redid these do you think they offered rush shipping? Oh heck no. I left a review on their website giving them one star. This is after they sent me an email before I even received my first pair to give them a 5 star rating and they would give me a $25 gift card or a free veneer. Shady right? Needless to say, they did not put my 1 star review on their website. So basically you are only seeing reviews from persons who are bought off by a gift card. I would like my money back as I am not 100% satisfied. Not close! Buyer beware.

  Business response

  04/10/2023

  Hello Sharon,

  
  We take all customer complaints very seriously and always do our best to ensure your satisfaction.
  

   We have sent you an email containing the solution that we believe would be suitable for you, and we appreciate your understanding and agreement to our solution
  
  We are waiting for your acceptance to proceed accordingly. 
  
  Thank you for your attention and kind consideration. 
  
  

  Customer response

  04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  From: Sharon ***** <***********@gmail.com>
  Sent: Tuesday, April 18, 2023 11:49 PM
  To: drteam <[email protected]>
  Subject: [External]Re: BBB Complaint #********

   

  I have followed up with Shiny Smile in regards to when my refund will be processed. So far I have received crickets. Can you tell me how to proceed from here please.

   

  Thank you-

   

  Sharon *****

  
  
  Regards,
  
  
   
  

  Business response

  04/26/2023

  Hello Sharon,
  

  Kindly note that our billing has issued your refund as agreed.
  

  Should you have any question or concern please let us know.

• Initial Complaint

  02/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a set of Shiny Smile Veneers on November 29, 2022 and paid $484 for them. I was sent an impression kit which I completed to the best of my ability and sent back to them. They rejected my impressions and told me that I must make a new set. I told them that making the impressions was very different from what I expected and something that I do not want to repeat. I asked for a refund. They refused to send me a refund and told me my only option was to make another set of impressions. I do not think I can adequately express how strongly I feel about making another set of impressions. I am seeking help to be released from this deal and to recover the monetary amount to which I am entitled.

  Customer response

  02/19/2023

  Better Business Bureau:
  
  This letter is to inform you that Shiny Smile Veneers LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/12/2023 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello , I bought the full set plus paid to get it sooner I also did not receive the percentage off on the product even though I used the promo code on the website but I decided to let it go . I paid on 12/1 got the set on 12/16 and today it's only 15 days since I got them and they already cracked when I clicked them out super gently. If you look at the Cracked spot there is no way I did it by misusing it . It's extremely narrow and was very thin when arrived . I absolutely love them !!! But paid almost $900 ( even though I put promo code and after paying just noticed that the promo code did not change the price . I treated those teeth with extreme care . Now I went to the website and noticed that the basic warranty they offer does not cover cracks ? Only if it came damaged and only once . That's extremely unfair. If the manufacturer made them too thin or not as strong of course it's not going to arrive cracked . It will Crack after a few times of use. I want a replacement of this set of veneers and also understand how to avoid the yellow stains starting to appear after a few times I put it on I do not eat nor drink anything but water with it . It's a shame I experienced good costumer service with them . I'm a single parent to a new born and saved for months to buy them . I don't even want a refund I just want a normal good product.

  Business response

  01/16/2023

  Hello Lou,
  
  We are sorry about your veneer.
  
  We understand that you would like to get a new replacement, and we hope you understand that our website offers a warranty against breakage due to a manufacturing error. After checking the picture, we see that your veneer was broken due to a forced bite.
  
  However, our customer service will email you the solution, and we will wait for your response.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered these in August, here it is December and no refund and no product! I have called 50 times just to keep getting the run around. This is a total scam. 6 months of nothing but lies from this company. I want my money back now.

  Business response

  12/20/2022

  Hello Callie,
  
  We received your complaint, and we checked your process.
  
  Kindly note that our billing team handles returns and refunds, and we can see that our billing team has already taken care of your issue.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered and paid in full for a top & bottom set of veneers. It took a couple tries but eventually got a bottom veneer that fit and looked good. Then I was told by my dentist I needed 2 root canals and crowns in the middle of the molding process for my top veneer. I double checked with shiny smiles and they told me that yes, I should wait until all my dental work is complete before taking another impression for my top set. This held up the process for me for over a year now as it costs a lot of money for 2 root canals and crowns. I finally have completed all my dental work and reach back out to shiny smiles to FINALLY finish the process and complete my top impressions to be told I now need to purchase a new impression kit. I’ve already paid in full for these veneers that I have had to wait over a year for due to dental work I did not know I’d be needing, just to be told now I need to spend even more money in order to actually receive my top veneers? Because it has been too long to use the impression kit I had previously. I feel like this isn’t fair as I was not aware I’d need the crowns before I purchased the veneers and I basically spent over $500 for just a bottom veneer that I can’t even wear anyways because it looks silly with my normal top teeth. I really wish shiny smile would at least refund me for the top set considering I never received one that fit prior to me needing the dental work and after the pandemic I really don’t have spare money to be buying more impression kits…

  Business response

  11/25/2022

  Hello Kayla,
  
  We care so much about our customers and always do our best to ensure your satisfaction.
  
  We got your complaint and looked over your case.
  
  We can see that we have sent multiple impression kits before, and as mentioned in our last email in March, we advised you that you could keep and use the impression kit anytime as long as you did not open the containers.
  
  Although your order covers the cost of only one impression kit, we have sent you more kits to be able to repeat the impressions.

  Customer response

  11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
    While I understand You have sent me impression kits in the past my impressions I’ve made in the past were also accepted by you and I was told they were satisfactory, yet I have not received a veneer for my top teeth that have fit correctly in my mouth. So who is at fault when I’ve repeated this process multiple times, was told they were accepted, just to receive faulty veneers? My point is I spent over $500 for veneers that I only have gotten for my bottom row of teeth… kind of defeats the purpose of paying for a top and bottom row. That is why I am kindly asking for my money back for the top veneer that I have paid for over a year ago now and never received. The veneers you have sent have not even fit into my mouth… why am I to take such a huge loss because you sent me impression kits? How is you sending me impressions kits equal to me not receiving a product I paid for and never received a workable product?
  

  Business response

  12/19/2022

  Hello Kayla,
  
  thank you for your response.
  
  When you reached out to us, you asked us to move forward with the process, so we guided you to use the free impression kit we sent. If you need extra impression kits, you may purchase a new one from our website.
  
  We did accept the impressions before and sent you the veneers that had an issue which can happen in some cases,  and that is why we are remaking your veneers free of charge and sent the free impression kit to proceed and remake a new top veneer that fits perfectly.
  
  Veneers are custom-made appliances, and as mentioned in our terms and conditions, it takes more than one try to get the perfect fit.
  
  We can see that our team emailed you the steps. However but we didn't get a response.

  Customer response

  12/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   I have moved so I have not received any “free impression kit” as you have stated. The last correspondence I have from you all via e-mail is telling me to purchase another impression kit through your site. I am already out over $500 and never received a top veneer that fit and absolutely do not want to spend more money on this as it’s quite obvious you are not capable of making me a veneer that fits my top teeth. This is the whole issue and why I have resorted to getting this resolved through bbb.
  

  Business response

  01/03/2023

  Hello Kayla,
  
  thank you for your response.
  
  We can see that we have sent multiple impression kits before, As you mentioned in your email in March, you asked if you could use the impression kit that you already sent, and we have advised you you can use the impression kit as long as you did not open the containers.
  
  If you need extra supplies, You can easily purchase a new impression kit through our website if you need extra supplies.

  Customer response

  01/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    I feel like nobody is actually reading what I’m saying and instead repeating the same auto-generated response. I have moved and it has been over a year since the kit was sent out so I could not of use it regardless. I’ve stated multiple times now though that I am not interested in spending more money to purchase more kits when it’s obvious making me a veneer that fits my top teeth is not possible for your company. I’m not sure why nobody is understanding this.
  

  Business response

  02/06/2023

  Our customers satisfaction is our number one priority.
  
  We help all of our customers, through out the process therefore we have sent 6 free impression kits and 3 sets of veneers.
  

  Although the process costs us effort and money, we still want to work with you to meet your expectations.
  
  
  

  Customer response

  02/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   I understand you have sent veneers, but they did not fit in my mouth. This is the whole problem, I appreciate the effort but doesn’t negate the fact the veneers did not fit over my teeth, which makes them unusable and I do not want to spend more money on additional kits when as you stated, 3 times now, you have been unable to make a set that properly fit in my mouth. 
  

*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. ↩