ComplaintsforTruSmile Veneers

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am filing this complaint against TruSmile Veneers for non-delivery of my order and unsatisfactory customer service. Below are the details of my experience: On april 9th of 2024 I purchased top and bottom veneers from Trusmile for $466. I followed all their instructions but they rejected my impressions twice which caused additional expenses. Now I'm left without the product I ordered and have lost my money. Non-Delivery of Product: I ordered veneers from TruSmile and initially received the impression kit. However, the company mistakenly sent the kit to the wrong country. As a result, the delivery was delayed, and my ability to complete the impression process within the designated timeframe was affected. Despite multiple attempts to communicate with TruSmile, I never received the actual veneers I ordered. Return Policy Violation: Due to the delay caused by TruSmile’s error in sending the kit to the wrong location, my 2-week return period expired before I could return the kit or cancel the order. When I reached out to TruSmile to resolve this issue, the company refused to extend the return period or provide a refund, even though the delay was entirely their fault. Lack of Customer Support: Despite my numerous efforts to resolve the issue, TruSmile’s customer service was unresponsive and unhelpful. I received no assistance in rectifying their mistake, nor was I offered any viable solution. This lack of accountability has caused me significant frustration. Financial Loss: I have not received the product I paid for, and the company’s refusal to issue a refund or provide proper customer support has resulted in a financial loss of $466. I am requesting the Better Business Bureau’s intervention to resolve this matter. I am seeking a full refund from TruSmile Veneers and appropriate corrective actions for their inadequate service and failure to deliver the product. Thank you for your time and attention to this issue.

  Business response

  09/10/2024

  Dear Valued Customer,

  
  Please note that this review platform is not affiliated with our company, and we do not address or resolve complaints through it. The quickest and most effective way to resolve your issue is by contacting us directly via phone or email.

  
  We are committed to ensuring customer satisfaction, and all further communication regarding this matter should be directed through our official phone or email channels.
  
  
  

  
  

  Customer response

  09/11/2024

  
  Complaint: 22253463
  
  I am rejecting this response because:

  I do not accept the response made by the business to resolve this complaint

  
  Sincerely,
  
  Samuli *********

  Business response

  09/12/2024

  Dear Valued Customer,

  
  Please note that the review platform you have utilized is not associated with our company, and we do not manage or resolve complaints through it. For the quickest and most effective resolution, we encourage you to contact us directly by phone or email.

  
  We are dedicated to ensuring your satisfaction, so we kindly ask that all further communication regarding this matter be directed to our official phone or email channels.

  Customer response

  09/12/2024

  
  Complaint: 22253463
  
  I am rejecting this response because:

  I do not accept the response made by the business to resolve this complaint.
  
  Sincerely,
  
  Samuli *********

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased trusmile veneers.............(a kit to make impressions) in June 2024. I followed their directions closely and made two sets of top and bottom impressions and dutifully sent pictures of the impressions to trusmiles. They responded by email rejecting my impressions. The email simply said that my impressions were not acceptable. I had no more materials remaining and so I requested my money back. The only thing I received from them was the little to kit to make the molds. They also invested a minute...........to write the rejection letter. It was a bad experience and I had no impression material remaining so I requested a refund (minus the cost of the "kit" they sent to me). I got NO RESPONSE when I asked for the refund. I believe their positive reviews are fake. I am out $429.00 for NOTHING. I want a refund.

  Business response

  07/26/2024

  We are committed to ensuring customer satisfaction and are dedicated to collaboratively finding satisfactory resolutions. Please note that BBB is neither a regulatory authority nor a governmental agency, and we do not address complaints through their platform. For assistance with resolving any issues, please contact us directly at ************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with TruSmile Veneers on June 12th and received my impression kit by mail. I proceeded to do the impressions using the tutorials, instructions and kit provided and the material began burning me. It made me gag, vomit and a terrible rash spread across my throat mouth, lips and face. Communication with the company regarding this issue has been nothing more than canned excuses and giving me the runaround about canceling the order. As of the last message I received, TruSmiles Veneers has not once addressed the health issues I encountered with their product. Instead they are telling me they will not cancel the order, even though exceptions do exist in the terms of service. Section 7: In case of an exception of a refund, appropriate deductions can be applied, where $70 processing fees plus the cost of any impression kit that was used, even if it was sent for free or extra supplies kit (impression kit costs $25 and the extra supplies cost $15) will be deducted from the total received payment. I feel that TruSmile Veneers sent me a toxic product which made me sick. I want a total refund, not more of a runaround.

  Business response

  07/22/2024

  We are committed to ensuring customer satisfaction and are dedicated to collaboratively finding satisfactory resolutions. Please note that BBB is neither a regulatory authority nor a governmental agency, and we do not address complaints through their platform. For assistance with resolving any issues, please contact us directly at ************************.

  Customer response

  07/24/2024

  
  Complaint: 21981443
  
  I am rejecting this response because:

  Failure to accept means of BBB communication only further proves the unwillingness of this company to take responsibility for their actions. After receiving ongoing canned responses that aimed to shift blame to me, the consumer, for the product they sent that made me sick, I accepted a partial refund in order to stop the continued payment plan which I had no control over. This does not in any way negate the fact that TruSmile Veneers sent me a product that made me vomit, gave me a rash and could have potentially been tainted. For the company to state that they will not communicate with me through the Better Business Bureau is not a resolution to the issue. It is an avoidance.
  

  
  
  Sincerely,
  
  April *****

  Business response

  07/31/2024

  We are committed to ensuring customer satisfaction and are dedicated to collaboratively finding satisfactory resolutions. Please note that BBB is neither a regulatory authority nor a governmental agency, and we do not address complaints through their platform. For assistance with resolving any issues, please contact us directly at ************************

  Customer response

  08/10/2024

  
  Complaint: 21981443
  
  I am rejecting this response because: TruSmile Veneers is continuing to avoid public scrutiny and conversation regarding the product they sent me that made me extremely sick. I have given up on conversation with their online customer service because the canned and elusive responses. I have stopped trying to email with their customer representatives because the company continues trying to shift blame, treating me as if I do not know how to put their product into my mouth. The product they sent made me sick. The only way I will stop having this conversation is by receiving a complete refund for the product I received. I trusted this medical company, and their product made me sick.
  
  Sincerely,
  
  April *****

  Business response

  08/13/2024

  We are committed to ensuring customer satisfaction and finding satisfactory resolutions. Please note that BBB is neither a regulatory authority nor a governmental agency, and we do not address complaints through their platform. For assistance with resolving any issues, please contact us directly at ************************.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I set out to purchase veneers from this company on 4/8/2024 and paid 429$ on my visa. I did not notice that there was a refund policy of 2 weeks, which makes no sense as the process has hardly started. I tried calling this company many times but no one ever picks up the phone. I then proceeded to email and have been doing this now for months. Today is July 8th. They propose a time they will call and never call. This has happened at least 3 times. I am tired of this and have requested a full refund from them and have asked to speak with someone higher and again no response. This company is awful.

  Business response

  07/10/2024

  We are committed to ensuring customer satisfaction and are dedicated to collaboratively finding satisfactory resolutions. Please note that BBB is neither a regulatory authority nor a governmental agency, and we do not address complaints through their platform. For assistance with resolving any issues, please contact us directly at ************************

  Customer response

  07/11/2024

  
  Complaint: 21958541
  
  I am rejecting this response because it says nothing. What is a statement like that mean to me when it is impossible to reach someone or to be reached out to at an arranged time by someone in a position to help with this matter and resolution?  I have tried this too many times and they are a constant fail at keeping their word. Full refund is what I want.  This has been an exhausting experience.   

  
  Sincerely,
  
  Rebecca *****

  Business response

  07/12/2024

  We will assign one of our team members to contact you to better assist you. 

  Customer response

  07/12/2024

  
  Complaint: 21958541
  
  I am rejecting this response because:

  This has happened multiple times without success even at scheduled times they proposed.
  Sincerely,
  
  Rebecca *****

  Business response

  07/22/2024

  We are committed to ensuring customer satisfaction and are dedicated to collaboratively finding satisfactory resolutions. Please note that BBB is neither a regulatory authority nor a governmental agency, and we do not address complaints through their platform. For assistance with resolving any issues, please contact us directly at ************************.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a set of snap-on veneers for $429.00 on April 29, 2024. I received the product and it was grossly malformed. The appliances had been poorly crafted and cannot be used. I contacted the business to notify them of the errors and included several photos to back up my claim. I requested a refund and directions regarding how to return the unusable appliances. The company acknowledged the errors but refused to issue a refund, stating that refunds were not an option in their policy. Their policy also states that the appliances could be remade once at no additional charge. I brought this up to the business and was told that they would suspend that part of their customer satisfaction policy as a special exemption but refused to do the same for a refund. The appliances are so poorly made that I do not want to waste further time or money with the business. I have explained this several times but the business is refusing to refund my purchase price. I provided all of the information that was requested and am very disappointed by the company's response. I have included the photos and correspondence I have had with the business since receiving the faulty appliances.

  Business response

  07/08/2024

  We are committed to ensuring customer satisfaction and are dedicated to collaboratively finding satisfactory resolutions. Please note that BBB is neither a regulatory authority nor a governmental agency, and we do not address complaints through their platform. For assistance with resolving any issues, please contact us directly at ************************ 

  Customer response

  07/08/2024

  
  Complaint: 21935657
  
  I am rejecting this response because my complaint was not specifically addressed. Over the past several weeks, I have attempted to resolve the issue with the business by email using the same email address from their response. However, the business has not helped me, which is why I felt that BBB was my only other option to hope for a refund. I have requested, and been denied, a refund multiple times per the email conversation history that was included in my original complaint. 

  Sincerely,
  
  Amy ******

  Business response

  07/10/2024

  We are committed to ensuring customer satisfaction and are dedicated to collaboratively finding satisfactory resolutions. Please note that BBB is neither a regulatory authority nor a governmental agency, and we do not address complaints through their platform. For assistance with resolving any issues, please contact us directly at ************************

  Customer response

  07/11/2024

  
  Complaint: 21935657
  
  I am rejecting this response because no attempt at a resolution has been made using the contact information provided by the business. I understand that the BBB isn't a government or legal organization, but it was my hope that they could serve as a mediator for this issue.
  
  Sincerely,
  
  Amy ******

  Business response

  07/12/2024

  Please send us your order number or e-mail address attached to your account, so one of our team members can follow up on your query. 

  Customer response

  07/12/2024

  
  Complaint: 21935657
  
  The order number is and the associated email address is S32193 ********************. 
  
  Sincerely,
  
  Amy ******

  Business response

  07/22/2024

  We are committed to ensuring customer satisfaction and are dedicated to collaboratively finding satisfactory resolutions. Please note that BBB is neither a regulatory authority nor a governmental agency, and we do not address complaints through their platform. For assistance with resolving any issues, please contact us directly at ************************.

  Customer response

  07/22/2024

  
  Complaint: 21935657
  
  I am rejecting this response because the business has not addressed my concern. I have contacted the business through their preferred method (email) but have not been able to resolve the issue. I understand that the BBB is not an entity with governing power, but found myself seeking their assistance due to a lack of action on the business' behalf. Please follow up with me here or reply to the emails that I've sent. 
  
  Sincerely,
  
  Amy ******

• Initial Complaint

  06/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have requested cancelation of my order, which they offer if done within 14 days. I ordered May 28th. They are not responding to emails and phone calls are worthless.

  Business response

  06/10/2024

  We are committed to ensuring customer satisfaction and are dedicated to collaboratively finding satisfactory resolutions. Please note that BBB is neither a regulatory authority nor a governmental agency, and we do not address complaints through their platform. For assistance with resolving any issues, please contact us directly at ************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered my third set of snap on veneers. I placed another order and paid half of the cost for my bottom. I received email stating that my order was for delivery and need to make a payment. I sent email over stating to send invoice several times to pay. I never received invoice now they saying I have to place another order because my current order is expired after I been asking several times to send invoice! This my third replacement and now my top is broke again!

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Very misleading advertising. The $150.extra for the veneers to be done within two weeks is not accurate.This will never occur.They also will always deny your molds u first send.They then ask u to buy the next molding kit for $40 because they deny the first ones you sent.Do not waste your money paying for the express option.Very very upset.They must not realize how extremely important having their company follow through and deliver their product on time is.For some people,this is the only front teeth they have!This is extremely detrimental to ones self-esteem,mental health,and social acceptance sad to say,but true.The company needs to not promise what they can't keep up with.Im very very upset.Maybe they should see how super gluing their front teeth in for weeks feels like?I will not be using their services again.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order at the start of February 2024 I paid $1234 that included express shipping. I was sent impression kit which I completed with help of a dental assistant which were good impressions. I'm now being told that from trusmile that the impressions ain't bad but not useable and they want me to buy more impressions kits to do again. I'm not buying more or wasting any more money on them

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased veneers from Trusmile and they were not what I expected. When I tried the veneers on they were difficult to extract from my teeth. After much finagling I removed the veneers and my gums were bleeding! I contacted the company about a refund and I received automated responses for the last two weeks. Help.

*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. ↩