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Business Profile

Cosmetic Dentistry

SmileLove, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetic Dentistry.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/14/2024

    Type:Product Issues
    Status:
    Unanswered
    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 4 sets of plastic retainers from SmileLove in November 2023. After months of delays, silence, and false promises, I received ONE set of plastic retainers on May 23, 2024 — six months later. And the one set they sent me did not fit. I begged them for a full refund and offered to return the one set of plastic retainers. Silence. Two weeks later, I asked again. They then said they would try to fix it. Again silence. Finally, on June 14th, I get this electronic response from "Erin". "Hi, ****, we will refund you for your retainer cost. Does that sound good? Or are you wanting 4 sets. Please confirm. Thanks." Erin, June 14, 2024 "Please provide a full refund. That would be best for all of us, I'm sure. The charge was for $492 back on November 15th. Thank you. Please confirm." ****, June 18, 2024 "We refunded you for your retainer costs as found on the refund policy. Thank you." Erin, June 20, 2024. (FYI — If needed, I have electronic copies of all correspondence with Smile Love for this six month period.) I received a refund of $198. In my six months of correspondence with SmileLove, there was never a mention of a “refund policy”. And I never saw it in their materials or on their website. In my messages, I asked for confirmation of my request for a full refund. I never received that. Had I been informed of this phantom refund policy, I would have again insisted on a full refund, or at the very least, the 4 sets of retainers I had originally ordered. Why would I accept a partial refund (less than half !) instead of getting what I paid for — 4 sets of retainers. I am still owed $294.

  • Initial Complaint

    Date:05/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 $95 on May 20th to Smile Love. I have since contacted them multiple times for a refund after finding out the are scammers and frauds. I cannot get in touch with them- there is no phone number to call, no customer service help. I just want my money back

  • Initial Complaint

    Date:11/10/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    We bought 2 invisiline on December 24th 2019 and spent tottal of $2990 and we never received the product neither any refund.They kept sending impression saying none of them was good enough than when covid started they blamed on it and ask us to hold on and they will contact us.Last time that promise was on January 6th 2021 and never heard from them.

  • Initial Complaint

    Date:08/05/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This has been ongoing for a long time. On April 13th of 2019 I paid full price, $1420 for my aligners. The company sent out some subpar teeth molds that would not work properly or give good impressions. I was sent several kits and none seemed to work correctly. After a while I asked for a refund because I never was able to receive my aligners. At this point the company has ghosted me. I have sent multiple emails on and off, requesting to either try again or get my money back, they have not and will not respond to my request. I’m at my wits end here. This has been going on for years now and I don’t think they will ever respond or give me a refund so I want the BBB to investigate. They are providing subpar products and not sending out aligners to customers, but taking their money for it. Smilelove needs to be sued and shut down. Can you please help me?

  • Initial Complaint

    Date:06/23/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 and paid in full for aligners in 2020. The company kept sending me molds and declining them saying the molds were not correct. This went on for months. Then one day I got an email saying they accepted them and they would create the aligners and send them to me. They said it could take up to 4 weeks for the aligners. I contacted them after the 4 weeks and then I was ghosted. No more emails or follow-ups until I get an email saying they were shutting down due to Covid.....I truly believe this company knew exactly what it was doing. We pay in full and they drag out the process for months and in my case over a year. That way you cannot do a charge-back. I do not think they ever had any intention of fulfilling my order and I wonder how many others were tricked into the same scam. I paid $1450 after having saved up for years and just like that, its gone. In addition, they still have a website up today (6/23/2022) and I clicked on pay now just to see if they are still accepting orders. It looks like they are!!!! How is this acceptable?? I feel so bad for anyone else who gets tricked and I cannot believe this business is still allowed to continue to take money without fulfilling orders!

  • Initial Complaint

    Date:04/29/2022

    Type:Product Issues
    Status:
    Unanswered
    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 their aligners on 10/5/2019. They kept sending another impression kit, saying the one(s) I took and sent in weren't good enough to use and for me to redo it. Then I broke a tooth and Covid hit, so I couldn't get the tooth fixed. I did contact them because of the delay in getting another impression to them and they assured me there was no problem, to take as long as I needed. I finally got the tooth taken care of - had the permanent cap put on this morning so I contacted them thru their website chat to set up a video consult for them to walk me thru taking the impression. I received a response from 'them' saying, "Hi there, NOTE: Smilelove's website was acquired by smile away llc in late 2021 since Smilelove and its lab went out of business. We don't have access to your data and have no relation to Smilelove LLC we just acquired the website for next to nothing to launch the premium product. IF YOU NEED A RETAINER: we can still help just order it on the website, and we'll send an impression kit. IF YOU NEED ALIGNERS: You're in luck our Aligners are 43% faster and more effective than any other aligner (check out the calculator on the website). From Kyle on Fri, Apr 29th, 22, 12:23 pm" PLEASE HELP! I paid them almost $1,400 for these aligners and now they've taken my money and never provided them to me! Thank you!

  • Initial Complaint

    Date:04/22/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    February 2020 I purchased the aligners for $1,495. Received the impression kit. Took impressions and sent them in. I was informed I needed to retake the lower, so I ordered another impression kit. With my purchase came video assistance with impressions, so I scheduled a video call. I was notified just before the call that it would have to be rescheduled. Then I was notified that they did not have anyone available for impression assistance. And then, surprise, I could no longer get ahold of them. I never received the product I paid for.

SmileLove, LLC is NOT a BBB Accredited Business.

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