ComplaintsforRemi

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 25, 2023 I purchased the Remi night guards. My impressions were sent to them and received on April 18th. When I purchased this product, they provided me with 2-3 weeks for the processing time of my impressions. Today is June 12th and I still dont have my night guards. I keep calling and emailing Remi and I am being told that my order is still processing. They keep telling me that I will have it in the week or so and nothing. I need a full refund as this product hasnt been delivered to me after more than 2 months - $110.68 Thank you!

  Business response

  06/13/2023

  Hi *****,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with the delay in receiving your Remi night guards. We understand your concern and would like to address this issue promptly.

  After reviewing your complaint, we acknowledge that there has been a significant delay in processing your order, and we apologize for the inconvenience caused. Our records indicate that your impressions were received on April 18th, and the processing time was estimated to be 2-3 weeks. We deeply regret that we did not meet this timeline.

  In order to resolve this matter satisfactorily, we are processing a full refund to the original payment method used for the purchase. You should see the refund reflected in your account within 1-2 business days. We deeply regret any inconvenience or disappointment caused by this situation.

  Additionally, we are taking steps to improve our order processing and customer service procedures to prevent such delays from occurring in the future. We value your feedback, and your experience will help us enhance our services and provide a better experience for all our customers.

  Once again, we sincerely apologize for the inconvenience and frustration caused. If you have any further questions or concerns, please do not hesitate to reach out to us. We appreciate your patience and understanding in this matter.

   

  Best regard,

  Remi Team

  Customer response

  06/13/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased both guard from this company March 31st nd I keep getting the run around. I was last told it would be shipped June 10th and that has come and gone.Order ******

  Business response

  06/13/2023

  Hi ****,

  We appreciate you reaching out to us regarding the issues you have encountered with your recent purchase. We apologize for the inconvenience and frustration caused by the delay in shipping your order and the lack of communication regarding its status. We understand your concerns and would like to address this matter promptly.

  In order to resolve this matter satisfactorily, we will process a full refund for your order number ******. The refund amount will be returned to the original payment method used for the purchase. You should see the refund reflected in your account within the 1-2 business days.

  Please be advised as well that your night guards have been shipped June 12th with tracking number 9400111206215862829506. 

  Additionally, we are taking immediate steps to improve our shipping processes and communication channels to prevent such delays and miscommunications from occurring in the future. Your feedback is invaluable to us, and we will use it to enhance our services and ensure a better experience for all our customers.
  Once again, we sincerely apologize for the inconvenience and frustration caused. If you have any further questions or concerns, please do not hesitate to reach out to us. We appreciate your patience and understanding in this matter.

   

  Best regards,

  Remi Team

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a set of nightguards from Remi on 03/14/2023. I did not receive them *********** 06/04/2023. After almost 3 months, the nightguards received are unsatisfactory and have several defects. I have emailed their support many times with photos of the defective items and description of the defect and the response I have received it that I "can fix the nightguards by filing them down with a nail file" This is most unsatisfactory and as per their 45 day policy, I have asked for a refund and asked to cancel my subscription. I have not received a response in what I deem a reasonable amount of time as they take 1 to 2 buisness days to reply to email. I have made multiple attempts to reach the Remi support via phone and it goes to VM telling me again to submit an email. I request a full refund and cancellation of my subscription due to defective product received and the production shipping time it took to receive them. Thank you.

  Business response

  06/20/2023

  Hi *******,

  We sincerely apologize for the inconvenience and frustration caused by the issues you faced with your order from Remi. We want to acknowledge that the response you received from our support team suggesting you fix the nightguards with a nail file was inappropriate and did not address your concerns adequately.

  In light of the circumstances, we would like to resolve this matter promptly and to your satisfaction. We will initiate a full refund for your purchase, including any associated shipping charges. The refund will be processed within 1-2 business days and may take additional time to appear in your account, depending on your bank's processing times.

  Furthermore, we will cancel your subscription as requested. You will no longer receive any further charges or shipments from us. We apologize for any inconvenience caused by the delay in processing your cancellation request.

  If you have any further questions or concerns, please feel free to contact our customer support team, and we will be more than happy to assist you.

  Once again, we apologize for any inconvenience caused, and we thank you for bringing this matter to our attention. Your satisfaction is important to us, and we will take the necessary steps to rectify the situation.

  
  Best regards,

  Remi Team

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a mouth guard kit for this business from Amazon for $129 to receive night guards. I completed the impressions and shipped them to the business on March 31. The **** tracking #********************** shows that they were delivered on April 11, however the business was unable to locate the impressions until May 02. The business stated at that time that I should expect two weeks or so, but I heard nothing until May 30 when I followed up and was told the guards would be complete by the end of the week. It has now been an additional week and I still have not received the guards or any updates. At this point, it has been well over two months and I still have no guards, while the company advertises that the guards will be received within two weeks after they receive impressions.

  Business response

  06/21/2023

  Hi Hunter,

  We sincerely apologize for the inconvenience and frustration you have experienced regarding your purchase of a night guard from Remi. We have moved our operations to bigger facilities to be able to fulfill the orders from our customers; through this process we have experienced some backlog and also, some cases like yours.

  We are truly sorry about this situation, we have been training and coaching our staff to provide a better service and we are sorry your experience hasn't been as good as we would like to. 

  That is why, we will send you a new impression kit, immediately. Our chief of staff will contact you directly to give you a discount on your order, and we will add a cleanning a whitenning foam to your order. 

  We appreciate that you have trusted us with your night guards.

  Once again, we sincerely apologize for any inconvenience and disappointment this situation may have caused you. We appreciate your patience and understanding throughout this process. Should you have any further questions or concerns, please do not hesitate to reach out to our Customer Support team at *************************************** We are here to assist you.
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.
  
  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December of 2022 I was sent my first impression kit. I was told my top impressions were not sufficient and to try again. I did so, and was told my top impressions were still not good. They stated that they could send me two bottom molds and I could get a new impression kit.I was told twice during my previous support case in December (#******) that I would be sent an impressions kit with my next renewal. First on 12/12/22, by ******* and 12/16/22 by ***********************On 05/01/23 I was asked to update my payment method. I did. I was then sent another email on 05/01/23 stating "Were working hard to prepare and ship your impression kit from Remi HQ."On 05/26/23 I emailed the Remi Support email: "I'm checking on the status of my order (#rem-125073). I was charged on May 1 but as far as i know, my impressions kit still hasn't shipped. Is there an eta on when this will go out? I've been waiting over 6 months for a new kit since I couldn't get top molds out of the first one. Thanks."********* responded on 5/29/23 (Request #******) that my "night guards were almost on the way" and did not mention the impressions kit at all despite it being in my original email. I followed up on 5/29 asking if the impression kit was included. **** replied on 5/31 that it was not, but they could schedule it for my NEXT renewal. I replied on 5/31 that I was told twice it would be sent on THIS renewal and requested a refund. ********************** replied on 06/01/23 that I could not receive a refund & that they don't send a new kit unless it was "requested prior the night guards being processed."At NO POINT was I given the option to request a new impressions kit online or told that I would need to request it prior to the night guard request. Despite ******'s claim, I was also not I sent an email about being allowed to make any changes. I double-checked. The only email I got was on May 1st, notifying me that my order has been submitted for an IMPRESSION KIT.

  Business response

  06/04/2023

  Dear ***,

  We apologize for the inconvenience and frustration you have experienced with our service. We take customer feedback seriously and aim to address any concerns promptly and effectively.

  After reviewing your case history, I can see that there have been several instances where the issue of the impression kit was not adequately addressed or resolved. This is certainly not the experience we strive to provide, and I apologize for the inconvenience and confusion caused by this situation.

  Additionally, as a token of our apology for the inconvenience caused and the delay in resolving this matter, we have refunded the latest charge to your account under Order #: REM-****** amounting to $51.94 and $47.89 for Order #: *****. The refunds will be processed within 1-2 business days, and the amount will be credited back to your original payment method.

  We have canceled your subscription and if you wish to have it reinstated in the future, we will be happy to further assist you. We apologize again for any inconvenience caused, and I appreciate your understanding and patience throughout this process.

  Thank you for bringing this matter to our attention, and I look forward to resolving it to your satisfaction.

   

  Sincerely,

  Remi Team

  Customer response

  06/04/2023

  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mouth guard for $108.41 on 3/14/23. The description of the item says it will be delivered within 2 weeks. On 5/8, I emailed the company asking why I hadnt received the guard- especially because Id be moving across the country. They apologized and said it would be sent within the next week. On 5/25, I still had not received the order. I called and was told Id be refunded. The business then asked me for my ********** receipt, which I provided. However, rather than refunding the full amount, they withheld the sales tax illegally. I have followed up twice and gotten no response. This is a scam business and should be shut down for fraudulent practices. I would like my remaining refund to be issued.

  Business response

  05/31/2023

  Hi ****,

  We sincerely apologize for the inconvenience and frustration you have experienced with your recent order. We understand your disappointment, and we appreciate you bringing this matter to our attention.

  To address your desired settlement, we will immediately process the remaining refund amount. We appreciate your patience as we rectify this error, and we will make sure the refund is issued in full to your preferred payment method, Venmo. You can expect to see the refund reflected in your account ********* business days.

   Once again, we sincerely apologize for the inconvenience and frustration this situation has caused you. We appreciate your understanding and your continued support as we work to resolve this matter to your satisfaction. If you have any further questions or require additional assistance, please do not hesitate to reach out to our customer service team, and we will be more than happy to assist you.

  Thank you for bringing this to our attention and giving ** the opportunity to make it right.

  
  Best regards,

  Remi Team

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Remi Night Guard and mailed my impressions back on 4/6. On 4/18 I received a confirmation email that the impressions were received but due to moving facilities it might be longer than 2 weeks for shipping the product. It has now been well over a month and every time I contact their customer service I am told they will ship next week. I am looking for a full refund and to cancel my account at this point. I do not want the product or the subscription service.

  Business response

  05/30/2023

  Hi *******,

  I want to sincerely apologize for the significant delay you have experienced with your Remi Night Guards order and the lack of timely communication from our customer service team. We understand your frustration and we are truly sorry for any inconvenience caused.

  We have processed a full refund for your night guards. Please allow 1-2 business days for the refund to be processed and reflect on your account. Regarding the other item purchased, we will be happy to refund once the item has been returned.

  If there is anything else we can assist you with or if you have any further questions, please feel free to reach out to our customer service department. We appreciate your understanding and hope to have the opportunity to serve you better in the future.

  Once again, I sincerely apologize for any inconvenience caused and thank you for bringing this matter to our attention.

  
  Sincerely,

  Remi Team

• Initial Complaint

  05/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a mouth guard through this company. Spent 202$, they created a label within the first week. And I attempted to follow up numerous times after the fact. They stated they are moving warehouses and items were delayed. This was not advertised at the purchase. I then contacted them and asked for a refund/cancellation. I received no response. I then submitted a dispute with my credit card company. They contacted the seller and the item was shipped days after they were contacted. I finally received the item but have since gone with another company. I asked them for a return label and they told me I am responsible for shipping the items back, as they do not issue return labels. I then left a negative review on ******** (not rude or vulgar) and they blocked me. I should not have to spend the money on the return and I do not trust them to no lie about receiving an item if I do pay upon delivery.

  Business response

  05/15/2023

  Dear *****,

  We would like to begin by offering our sincere apologies for the inconvenience and frustration you experienced with your recent order. We deeply regret any difficulties you encountered throughout the process.

  After thoroughly reviewing your case, we acknowledge that there were delays in the shipment of your order. We apologize for the lack of communication regarding our relocation, which resulted in unforeseen delays. This information should have been clearly communicated to you at the time of purchase, and we take full responsibility for the oversight.

  A full refund has been processed and you will receive an email notification once posted in your bank. We understand your concerns about the return shipping cost. As a gesture of goodwill, we will provide a prepaid return label for you to send the items back to **. We apologize for any confusion caused by our initial statement stating otherwise.

  Regarding your negative review on ********* we deeply regret the fact that you felt compelled to share your experience in that manner. We believe in constructive feedback, and we would like to assure you that we take your concerns seriously. It was never our intention to block or silence any customer's voice. We apologize for this miscommunication and any frustration it may have caused.

  We genuinely appreciate your understanding and patience throughout this ordeal. Should you have any further questions or require any assistance with the return process or refund, please do not hesitate to reach out to our customer support team. We are committed to rectifying this situation to your satisfaction.

  Once again, we extend our apologies for the inconvenience and thank you for bringing this matter to our attention. We value your feedback and will utilize it to improve our processes and services moving forward.

   

  Sincerely,

  Remi Team

• Initial Complaint

  05/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I requesting a refund of $143.22 for my purchase of a night guard from Remi due to delays in shipment and lack of clear communication on completion and shipment of the night guard.On April 5, 2023 I mailed my night guard impression to Remi in their postage paid envelope. In the printed information I received with the materials for making the impression it indicated that I should take 2 weeks to get my night guard back after they received my impression. On April 15, 2023 I inquired via email as to receipt of the impression since it had been a week and a half since mailing and I did not have confirmation of receipt as indicated in the instructions from Remi. I also inquired as to estimated ship date of the night guard.On April 17, 2023 I was informed by email that Remi had just received the impression. I was also informed as that time that there were delays due to supplies and equipment. It shouldn't have taken a week and a half for the **** to deliver the impression so I was getting concerned about the integrity and honesty of this company. On May 1 2023 I inquired in an email as to an update on shipment date and was informed in return email that they now had delays due to large number of orders and moving to new facilities but they did not supply a ship date estimate. Now I was very concerned about the integrity and honesty of this company As of May 8, 2023 there has been no further communication from the company. This is now over a month from mailing in my impression Based on the continued lack of information on my order shipment status and my increasing concerns as to the integrity and honesty of the company and their ability to fulfill my order, I am filing this complaint and requesting a refund of order #***** in the amount of $143.22

  Business response

  05/09/2023

  Hi ******,

  We sincerely apologize for the inconvenience and frustration you have experienced regarding your recent purchase of a night guard from Remi. We understand your concerns regarding the delays in shipment and the lack of clear communication throughout the process. Please allow ** to address these issues and assure you that we are taking immediate action to rectify the situation.

  Upon reviewing your case, we found that there were indeed unexpected delays in processing your night guard order. We apologize for any confusion caused by the estimated timeframe mentioned in the instructions you received. Due to unforeseen circumstances such as supply shortages and the transition to new facilities, our production and shipping schedules were disrupted, leading to the extended delay.

  We deeply regret the lack of timely updates and communication from our end. We acknowledge that our failure to provide you with regular status updates only exacerbated your concerns about the integrity and honesty of our company. This is not the level of service we strive to provide, and we sincerely apologize for falling short of your expectations.

  To address your complaint, we want to inform you that we are processing a full refund for your order #***** in the amount of $143.22. You can expect the refund to be processed within the next ***** hours. We value your satisfaction as our customer, and it is our priority to resolve this matter promptly.

  In addition to the refund, we are actively working to improve our communication channels and enhance our order fulfillment process. We understand the importance of keeping our customers informed about the status of their orders, and we are taking steps to prevent similar situations from occurring in the future.

  Once again, we sincerely apologize for any inconvenience and disappointment this situation may have caused you. We appreciate your patience and understanding throughout this process. Should you have any further questions or concerns, please do not hesitate to reach out to our Customer Support team at *************************************** We are here to assist you.

  Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.

   

  Best regards,

  Remi Team

  Customer response

  05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20031570.   I subsequently have received a refund in my credit card account and consider this issue closed.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I sent back the impression kit for my night guard order on 3/29. On 3/31, the **** tracking stated that the package was being forwarded. I reached out on 4/2 via email asking for an update out of concern of the forwarding alert, and on 4/5 received a response that they were in the process of moving to another facility and that I would get an email when they received my impressions. On 4/24, after still not receiving a confirmation email, I reached back out. 4/25, I was told that they were working on my guards and that there were "delays due to a large income of orders alongside moving" to their new facility in *********, meaning that a confirmation was never sent as promised. On 4/26, I left comments on a post on Remi's instagram page sharing my experience and frustration of the lack of communication and transparency regarding the delays. Those comments were deleted, as well as every other negative comment on their posts. I posted another comment expressing suspicion regarding the deleting of posts; I was then blocked by Remi and can no longer see their posts. I called the ***** number that evening as I no longer want to give them any money and to cancel my order. When agent answered the phone, as soon as I said "I would like to cancel my order," the call was disconnected. I called back and spoke to another agent, explaining frustrations with customer service, lack of communication, and what happened with Instagram, stating that I was dissatisfied and no longer wished to give their company money. She said she would look into my order and email me. I soon after received an email stating that it was too late to cancel my order but that they "paused" my subscription to avoid future charges. I wrote back that I no longer want my order, which has not been shipped, and that I want a refund. As of the end of the business day, I have not yet gotten a follow-up response. I do not want to receive the product and just want my $152.99 back and for them to delete my account.

  Business response

  04/27/2023

  Hi ******,

  We apologize for the inconvenience and frustration caused by the delay and lack of communication regarding your night guards. We understand your concerns and are sorry that we did not meet your expectations in terms of customer service.

  We would like to assure you that we will issue a full refund as requested for the night guards. We acknowledge that you have sent back the impression kit and we are currently experiencing delays as we move to a new facility. Regarding the removal tool and whitening foam, we will issue a refund once items have been returned unused. We understand that you do not wish to receive the product and want your account deleted.

  We apologize for the delay in responding to your request for a refund. We will process the refund as soon as possible and email you with the confirmation. We appreciate your patience and understanding.

  Please let us know if there is anything else we can do to assist you. Thank you for your feedback, which helps us improve our customer service.

  
  Best regards,

  Remi Team

  Customer response

  04/28/2023

   
  Complaint: 19987905
  
  I am rejecting this response because: I was not issued a full refund. They stated I will receive a refund for the removal tool and whitening foam once those are sent back, but I never received those. 
  
  Sincerely,
  
  ***********************

  Business response

  04/28/2023

  Hi ******,

  I apologize for any confusion or inconvenience caused. Thank you for bringing this to my attention.

  To address your concern, I will ensure that you receive a full refund for the removal tool and whitening foam that you did not receive. We will process the refund immediately, and you should see the funds returned to your account within a few business days.

  Once again, I apologize for any inconvenience caused and appreciate your patience while we resolved this issue. If you have any further questions or concerns, please do not hesitate to reach out to me.

  Thank you for choosing our product, and we hope to serve you better in the future.

   

  Best regards,

  Remi Team

  Customer response

  05/01/2023

  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.
  

  HOWEVER, I hope that Remi takes the time to address the way in which customers are treated, and do something about the shadiness of their marketing/social media teams. I was blocked on multiple social media platforms, mentioned it in my complaints, and it was never acknowledged. 
  
  Sincerely,
  
  ***********************

*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. ↩