ComplaintsforRemi

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Remi mouth guard on 4/3/2023 for 108 dollars. I had issues right away with no one responding to my impressions email. When I reached out to the company the customer service representative was patting himself on the back for having responded to me in two business days. When I asked for a refund he said I could only get half of my money back so I went ahead & sent in my impressions. I mailed my impressions over two weeks ago & have still not received an email stating that they got my impressions & were working on them. I have sent multiple emails asking about this & have not received anything back since 4/20 when they told me my impressions were being forwarded to a new place. 6 days is too long to wait for a normal response to an email. It doesn't take 2 weeks to mail anything within the country & refusing to refund me my full amount for a product I never got is unacceptable. Will be contacting my bank next for **************

  Business response

  04/27/2023

  ***********,

  We apologize for the inconvenience you have experienced with your Remi nights guards purchase. As a company, we strive to provide excellent customer service and we understand that we fell short in your case.

  After reviewing your complaint, we have decided to issue a full refund for your purchase. We truly understand your concern and we want to make things right for you. We have processed a full refund and it you will receive an email once reflected to your bank.

  If you have any further questions or concerns, please don't hesitate to reach out to us.

  We appreciate your patience and understanding in this matter, and we hope to have the opportunity to serve you better in the future.

   

  Best regards,

  Remi Team

  Customer response

  04/28/2023

  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

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered my next round of dental night guards on March 2. On March 9, email response from company saying I would be billed on March 20 and they would be shipped. On March 21, I emailed saying no order was showing in my account. ********************** responded that they would bill me on March 23 now, and I was billed. On April 2, I emailed to check status, no response. On April 5 I emailed again, and received a response on April 7 saying they are in the process of a move and there is a delay, and my shipment would go out in 1-2 weeks. It is now April 26th, and I have not received any notice of shipping yet. This is completely unacceptable. They billed me and have not followed through on the product delivery.

  Business response

  04/27/2023

  Hi *****,

  I'm sorry to hear about the issues you faced with your order. We truly apologize for any inconvenience caused.

  We take customer satisfaction seriously, and we understand that this delay in delivery is unacceptable. We appreciate your patience and understanding during this time, and we want to make things right.

  In light of the situation, we would like to offer you a full refund for your order. We will process the refund as soon as possible and you should see the funds back in your account within a few business days.

  We value your business and hope to have the opportunity to serve you better in the future. If there is anything else we can do to assist you, please do not hesitate to let us know.

  Thank you for bringing this to our attention, and again, we apologize for any inconvenience caused.

   

  Best regards,

  Remi team

  Customer response

  04/28/2023

  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

  04/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 2, **************************************************** the "Remi Club" subscription. Upon completing my purchase, the Remi website stated that you could "pause, skip, cancel, or change the order date at any time." My mouth guards arrived on April 22, 2023. After using them for a few nights, and not being satisfied with the quality of the guards, and per the instructions to cancel on their website, I sent an email to ************************************** on the morning of April 23, 2023 to cancel the subscription as I did not wish to have any other night guards due to the reasons stated above. This email went unacknowledged and unanswered. So, on April 25, 2023, I sent another email cancelling the subscription, and instructing that no other charges be billed to my card. I received an email back after about an hour stating my membership had been paused and if I wished to cancel, I could start the subscription back whenever I wanted. I emailed again and told them to cancel the subscription - this is now my THIRD request to cancel. They returned this email almost immediately stating that they would not cancel my subscription to their club until I purchased another night guard or gave them $28. I responded and asked that they clarify that they were refusing to cancel the subscription, and then showed them a photo from their own website stating you could cancel anytime. I even went through the entire process, up to adding payment information, again to confirm this requirement was not stated anywhere during the process. I waited several hours and received no response or confirmation this subscription was cancelled.

  Business response

  04/27/2023

  Hi ********,

  We apologize for the inconvenience and frustration you experienced in attempting to cancel your Remi Club subscription. We understand your dissatisfaction with the quality of the night guards and your desire to cancel the subscription.

  We are pleased to inform you that your Remi Club subscription has been cancelled as per your request. We apologize for any confusion or delay in processing your cancellation request. Our team will be reviewing the communication channels to improve our response time and customer experience.

  Please note that you will not be charged any further fees or receive any additional shipments from our club.

  Thank you for bringing this to our attention, and please do not hesitate to reach out to us if you have any further concerns or questions.

   

  Best regards,

  Remi Team

  Customer response

  04/28/2023

  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. I would, however, appreciate if the business would also email me this response so for my own records. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a $120 set of mouthguards from Remi from Amazon in Feb 2023. The first step is to make impressions at home of your teeth and then send the impressions to Remi. Teeth impressions were done and sent in. I was told when they received them via email. About 3 weeks later in mid March I contacted Remi because I had not been given any tracking info or anything on my order. I was told that **** had lost my package and that they would "expedite" a new set of guards to me. A month later still nothing. I email them again (using the same email chain that has most of my prior emails) asking them for an update and telling them that I want to cancel my subscription with them since their website makes you contact them to cancel (convenient since they rarely answer emails). They emailed me back and said that I do not have a current order with them and if I wanted a new set of guards sent to me. What? I never received my first pair. I told the person this and they want receipts and stuff. Ok, I sent them my Amazon receipt as well as my email conversation that said my order was lost and another would be sent. They no longer respond to my emails. I tried calling them and they tell you to email them. I've left a message asking to be called back. Silence. This business is very unprofessional. I can't imagine I'm the first to have issues. Please note dates of attached emails. Thank you.

  Business response

  04/26/2023

  Hi ******,

  We apologize for the inconvenience caused by the delay and unprofessional behavior of our customer service team. We understand your frustration and would like to offer you a full refund for your purchase of the night guards from Remi.

  To process the refund, we kindly request that you provide us Amazon order details with your PayPal, Zelle or Venmo account. We will initiate the refund as soon as we receive your details, and the refund will be credited to your account within 24 business hours.

  We appreciate your patience and understanding and would like to assure you that we are taking steps to improve our customer service standards to ensure that such incidents do not occur in the future.

  Rest assured that your feedback will not go unnoticed as it is valuable for our whole team. Thank you for bringing this to our attention.

   

  Best regards,

  Remi Team

  Customer response

  04/26/2023

  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

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order for impressions mouthguard has been placed on 3/18/23 and paid $203. Everything seemed to go smoothly with the impressions kit, and notification that it was received and processed but noticed that the tracking number stated that the delivery of the mouthguard was attempted to the wrong address on 4/1/23. I have tried to email customer service multiple times with an email thread with no actual answer to what happened other than shipment was lost in transit and to schedule an appointment with a dental hygienist. I've called multiple times during the supposed business hours on the hours listed on the website but can never get a hold of anyone, have left several voicemails with only one returned and was unable to get a hold back. It is now 4/17/23 with no response or resolution to my shipment order. I have requested a refund twice and no answer from the company

  Business response

  04/19/2023

  Hi Emi,

  We are extremely sorry for the inconvenience caused to you regarding the delivery of your order. We understand how frustrating it must have been to receive the wrong address notification and the lack of response from our customer service team.

  We have had a large influx of orders recently and we are experiencing delays due to the international shipping of our material and a worker shortage as we grow. However, please know we are working hard to get caught up on all orders. 

  We understand that you have tried to contact us multiple times through emails and voicemails, but we failed to respond to your queries in a timely manner.
  As a resolution to this issue, we have processed a full refund of $203 to the payment method used for the order.You should expect to see the refund reflected in your account within 3-5 business days.

  We understand that this experience was unacceptable, and we will be taking the necessary steps to improve our communication and shipping processes to avoid such issues in the future. Once again, please accept our apologies for the inconvenience caused.If you have any further questions or concerns, please do not hesitate to contact us.

  Best,

  Remi team

  Customer response

  04/20/2023

  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

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They are using a helpdesk ticking system that has no unsubscribe ability to do promotional marketing. I am not a member of their "club" I have never subscribed to services and have unsubscribed to their mailing list. I ordered remi and it did not work, they said they would send another one that did and they never followed up. I considered this a failed experiment for me and dropped the matter however they keep sending me emails and I can not unsubscribe. They sent me emails recently on Aptil 1, 3 and April 10, *************************************************************************** by having my phone go off at 2AM in one instance.

  Business response

  04/13/2023

  Hello ******, 
   
  I'm sorry to hear that you've been experiencing issues with our helpdesk ticketing system and promotional marketing emails. 
   
  As a valued customer, we never want to cause you any undue stress or frustration. We have taken immediate action to remove you from our mailing list and ensure that you will no longer receive any promotional emails from us. We apologize for any inconvenience or frustration that our emails may have caused you. We take this matter seriously, and we are reviewing our systems to ensure that this issue does not happen again in the future. Regarding the issue with your Remi product, we apologize for the inconvenience and the lack of follow-up. 
   
  We want to make it right for you, if you would like to continue with us, we would be more than happy to provide a new kit at no additional cost to redo your impressions. Once again, we apologize for the inconvenience and frustration that you've experienced, and we thank you for bringing this matter to our attention.

  Best,

  Remi Team

  Customer response

  04/14/2023

   
  Complaint: 19930957
  
  I am rejecting this response because:

  I want to receive no helpdesk tickets as well.  You are using helpdesk tickets AS promotional. I want no helpdesk tickets and for you to say you will no longer use the helpdesk as a promotial email service. 
  
  Sincerely,
  
  *************************

  Business response

  04/20/2023

  Hi ******,

  We apologize for any inconvenience caused by our use of helpdesk tickets for promotional purposes.

  We understand that you do not want to receive any helpdesk tickets from us, and we respect your request. We have made a note in our system to ensure that you do not receive any further helpdesk tickets from us.

  We appreciate your feedback and will take it into consideration as we continue to improve our communication with our customers.

  Please let us know if there is anything else we can do to assist you.

   

  Best,

  Remi team

  Customer response

  04/20/2023

  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

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mouthguard kit from Remi on December 2, 2022 for $125. My dentist advised me not to use this product since I was being referred to an orthodontist, so I reached out to Remi in early 2023 to see if I could send the product back. A representative got back to me via email and said that I could, since the box was unopened, and provided me with instructions for the return. I sent the product back ******** including tracking. The product was delivered to Remi in March of this year, and after a couple of weeks passed and I did not receive my refund, tried to contact them via email several times. When I did not receive a response, I tried to call them and left several messages, but still no response. I then tried to reach them on social media, including ********* Instagram, and ******** I sent private messages as well as commenting on their public posts explaining my situation. Not only have they ignored all of my messages, they seem to have blocked me on social media platform so I can no longer communicate with them. I have also filed a dispute with my credit card company this past week. I want others to be aware that this company is very sketchy, unreliable, and has incredibly poor customer service. As of right now I do not have their product in hand anymore and I am also out $125.

  Business response

  04/06/2023

  Hello *****,
  
  We apologize for any inconvenience you have experienced in regards to your recent purchase of our night guards kit. We understand your frustration with the delay in processing your refund and the lack of response from our customer service team.  
  
  After investigating the matter, we confirmed receiving the returned product on March 22nd. We take full responsibility for this mistake and are truly sorry for the inconvenience this has caused you. 
  
  We have now processed your refund for $125.35, and you should see it reflected on your account within 2-3 business days. We have also taken steps to ensure that this type of situation does not happen again in the future. 
  
  Regarding the social media issue, we apologize for the frustration and disappointment this has caused you. We want to assure you that we value our customers' feedback and strive to provide excellent customer service. We will investigate why your social media communication was not responded to and ensure that this does not happen in the future.
  
  We appreciate your patience and understanding in this matter, and we hope that you will consider giving us another chance to serve you in the future.
  
  If you have any further concerns, please do not hesitate to contact our customer service team, and we will be happy to assist you.

   

  Best, 

  Remi Team

• Initial Complaint

  03/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased night guards from Remi on 01Dec2022. I promptly received the impressions kit, had them approved by their team, and returned for the production of the night guards. The night guards arrived on 30 Dec and when I tried them on they did not fit so per their policy I emailed support with photos. Their support indicated that they would be sending me a new impression kit and asked me to set up a zoom call with their dentist to walk me through it. The first zoom call available was not until Feb 3rd but I scheduled this and received a tracking number for the impressions kit. The impressions kit never arrived and when I checked the tracking number, it indicated it was canceled the next day. I reached out to support and on 3Feb and they indicated the impressions were fine, and they were going to send new. I still had not received the new guards so I reached out to support on 20Mar and support indicated they were sent. I did not receive them or a tracking number so I requested a tracking number and they asked for me to confirm the address as they didn't think they sent it to the correct address. The address was NOT correct and not any of the information that was included in my original order so now all of my personal information has been sent to someone that I do not know, including my dental impressions.

  Business response

  03/29/2023

  Hi ******,

  
  
  We are truly sorry to hear about the issues you've experienced with your Remi night guards. We can certainly understand how frustrating it can be to have a product that doesn't fit correctly, and then experience delays and confusion with the replacement process.
  
  It seems that there have been some miscommunications and errors on Remi's part and as we further check, we found out that we have customers with the same name. We want to assure you that your personal information was not compromised.
  
  If you would like to continue with us, we would be more than happy to provide a new set of guards and we will ship it as soon as possible, Alternatively, if you prefer a refund for the original purchase, we can accommodate your request.
  
  Given the delays and issues you've experienced, it's important that Remi take responsibility for the errors and work with you to make things right.
  
  In any case, I hope that Remi is able to provide you with a satisfactory resolution to this issue. If you have any additional concerns or questions, please don't hesitate to reach out. 

   

  Best regards,

  Remi Team

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Remi mouth guard kit on 3/1/23. I received the kit 5 days later. I watched the videos recommended by Remi before attempting my first top and bottom impression. As instructed, I sent a picture to the company. They replied on 3/13/23 and said You're on the right track but both of your impressions are not quite accurate enough for a perfect fit. It appears that you shifted or pulled your impressions out a bit too early. Per their instructions, I watched ***** videos and did second bite impression, waiting over 6 minutes. I sent those images on 3/14/23. The company replied on 3/15/23 These impressions look good, but to be sure, kindly send these photos from a different angle (back to front), showing the depth of the front teeth. I retook images of the second mouth cast in on 3/16. The companys reply on 3/17 was that I only sent one side of my mouth. However, clearly you can see in one photo the word top and in the other photo the word bottom. They did NOT look at all the photos attached. Finally I had someone else take the photo, from the angle the company indicated (they sent an image of a correct position), on a white surface, and using a flash. I sent on 3/17. They replied 3/18 saying it looks like I sent the first impression photos again and that it wouldn't work. I requested a refund. If they arent looking at all the photos and think the new ones with flash are repeats then I wonder about the quality control of their product. After I requested a refund, a customer service rep emailed and said the last pictures which were rejected 2 days earlier, suddenly now, "they might work." Might is not really a positive answer and three different service reps have differing opinions if the impression is suitable. I am not sending in a mold that *** or *** not work from a company that doesn't look at the photos required. I have asked for a refund of $152 several times. I have had no response from the company.

  Business response

  03/24/2023

  Hi ******,

   

  I'm sorry to hear about your negative experience with the Remi night guards. It sounds like you put in a lot of effort to ensure you followed the instructions correctly and took accurate impressions. It's understandable that you're frustrated and disappointed, especially after having received conflicting feedback.

  
  We apologize that you had to go through this experience, and as a gesture of goodwill, our Support team advised to return the item so we can issue a full refund for your order. We appreciate you giving Remi a chance, and we hope that you will consider us again in the future.

   

  Best regards,

  Remi Team

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mouth guard kit, used the kit to take impressions of my teeth, and received a top and bottom mouth guard. Within 14 days my mouth guards were cracking and I believe this is both due to improper fit and due to teeth grinding. After speaking with my dentist about my teeth grinding, I have confirmed that there is no way the amount of grinding I do would be the sole reason for this level of cracking and that the product itself must be defective. Given information on the website, I was under the impression these mouth guards were supposed to last at least three months and there was a 45 days guarantee. I contacted them about the issues I was having in hopes I could either be sent new mouth guards of higher quality, including redoing my impressions, or be issued a refund. **************** has been extremely slow to respond (~1 week to answer each time, with no actual solution included in the email) and has not claimed any responsibility for these issues. I have been going back and forth with the company for weeks now, with no resolution thus far.

  Business response

  03/21/2023

  Hi *****,

  
  
  Thank you for letting us know, I'm sorry to hear about the issues you're experiencing with your night guards and the customer service you've received so far.
  
  Based on what you've described, it sounds like there could be a combination of factors contributing to the cracking of your night guards, including improper fit and teeth grinding. We take product quality and customer satisfaction seriously, and we will investigate this issue further to prevent it from happening again in the future.
  
  It's also concerning that you've been experiencing slow response times and a lack of solutions from the company's customer service team. As a customer, you deserve prompt and helpful assistance when you encounter issues with a product.
  
  I'm sorry that this did happen to you, we have processed a full refund of your order. If you would like to continue with us, we would be more than happy to provide a set of guards at no additional cost. Please consult with your dental professional and let us know if you will continue with our night guard, we would be happy to help.
  
  Once again, we apologize for the inconvenience you have experienced, and we hope to resolve this issue promptly. We value your business and appreciate your feedback, which helps us improve our products and services.

   

  Best,

  Remi Team

  Customer response

  03/22/2023

  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. In the response, I was offered a refund as well as a complimentary new set of mouth guards, so pending both of those being received, I would consider this case closed.
  
  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. ↩