ComplaintsforDental Lab Direct, LLC

• Initial Complaint

  06/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On or about 6/6/24, I placed an order for ********************* Replacement Straps For Anti-Snoring Appliance from Dental Lab Direct (order# *****), at a total cost of $71.45. The items were never delivered and, after several failed attempts to contact the company, I filed a tracking complaint with the **** (#********), only after the order had taken a rather circuitous route. While I realize that the total amount of my loss is relatively minor, my reason for filing this complaint is to hopefully save potential purchasers from the same dilemma!

  

  Business response

  06/19/2024

  We understand how difficult it can be waiting for an item ordered online and this is why we email our customers a tracking number as soon as their item is shipped .Dental Lab Direct reponded to the customers emails prompltly and accurately. We did notice the shipping did take longer than expected but reassured him the order was in transit as shown by checking the tracking number. The last communication we had with him was on 6/14/2024. The package shows that it has arrived on 6/17/2024. 

  Customer response

  06/19/2024

  Better Business Bureau: Please disregard my complaint that I filed against the above-noted company. While the order wasn't delivered on Monday, June 17th, it WAS delivered late yesterday evening! Thank you for your time!

  Sincerely,
  
  Guy Tunnell  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a flexible dental partial for $327.98 in December 2024. It did NOT fit once I received it and I was devastated because I had a very special event to attend at the end of February 2024. I was sent an impression kit to remake the dental partial which I completed and resubmitted (sent back in) immediately after I received it by mail at the beginning of January 24' and now it's March of 24' and I STILL have not heard ANYTHING back in over a month. I have not been able to speak to anyone by phone or via email. This is unbelievable.

  

  Business response

  03/06/2024

  Dental Lab Direct received the customers original impression on 1/19. She received her original product on 2/5, which falls exactly on the 3-4 week schedule as advertised. We received an email stating the product did not fit to her satisfaction so we sent a a new impression putty kit immediately after the email was received. The new putty kit was received by her on 2/12. We received her new impression on 2/16. DLD has just finished the product, as a product can take 3 weeks since we made a brand new device for her. The product has been shipped out and expected delivery is for this Saturday 3/9. It seems her frustration was due to the event she missed. Dental Lab Direct did everything in our power to rectify the situation in a timely manner. Our products fit perfect for 9 out of 10 of our customers, but if there is a situation, we will always stand by our product until the issue is solved. All we ask is for patience from our customers if an issue does occur, and we will assist them the best we can, thank you.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an essix retainer for 300 dollars the first time and it didn't fit. I remade the impression the second time and received it today and it does not fit. They never answer the phone and when I get an email back they blame the mistake on me. Very unprofessional and refuse to give refunds.

  

  Business response

  08/13/2023

  Dental Lab Direct followed all protocols and did exactly what we promised as stated in our refund policy. The customer was not satisfied with the first product so we made another using a new impression made by the customer. Our refund policy clearly states there are no refunds on custom-made products, which is presented and to be agreed to at checkout.  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a flexible partial from this company on March 2, 2022, and paid $374.22 in good faith. Due to unforeseen circumstances, just now able to verify that item does not fit at all. It is as if the item appears to be made for another person altogether and beyond just adjusting and/or tweaking. Reached out to the company for assistance and was given unacceptable responses and refusal to assist, stating beyond their warranty period. This type of item is far too expensive to have happened. I have not been able to utilize the item because it does not fit at all. I now feel that this is a fraudulent transaction, since sending me an item that does not match my impression at all and is completely unusable due to this. I am hopeful that the company will make this situation right.

  

  Business response

  10/25/2022

  We received an email on 10/24/2022 from a past customer letting us know her appliance does not fit. The appliance was delivered to her on 04/22/2022.  Our warranty states the customer has *************************************** refunded. This is an ample amount of time to decide if the product is to their liking. It has over 6 months and now she decides it is not what she expected. Dental lab Direct is not responsible for the lack of promptness on the customers part.

  Customer response

  10/26/2022

   
  Complaint: 18310830
  
  I am rejecting this response because:  Due to circumstances beyond my control I was not able to try earlier.  I truly was not aware of such a short time warranty time period.  However, this should not cover an item that it is blatantly defective.  The item received is not the dimensions of the impression sent and does not fit at all.  It is far beyond simple measurement mistake.  It is truly out of line to push the blame on to me a** the customer.  In addition, the amount paid warrants a company with an integrity to at least try to assist customer and make this right.  It truly feels that the company intentionally sent out a defective item and has no intentions to do right by customer, stealing their money instead.  I respectfully request that company replace item purchased.  If not, please refund me.  
  
  Sincerely,
  
  ***************************

  

  Business response

  10/27/2022

  Our refund policy is clearly stated in the website multiple times. 

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 14, 2022 I paid $349 to Dental Lab Direct for a removable partial denture with 2 teeth and an impression kit. I followed the instructions and sent the impressions as instructed. I then received a phone call from the lab technician to ask me if the partial was for the right or left side. The missing teeth were on the left side. I asked if the impressions were adequate and was told they were. Approximately a month later I received the partial which did not fit in any way, length, width, or height. I returned the partial immediately and requested a refund. The return policy stated that $59.99 for the impression kit would not be returned. It also stated that adjustments could be made, the first one for free and after that if a return was requested, 40% of the price would be withheld from the refund. I received a partial refund on 8/19 of $209.40. I questioned it and was told the 40% was withheld per their policy. I did not request or receive any adjustments. I requested a refund of the full amount minus the fee for the impression kit, which is what is described on their website and they refuse to honor their policy as written.

  

  Business response

  08/21/2022

  Unfortunately the customer is not fully reading our return policy correctly and reading the policy the way she wants to translate it. We received the appliance back with a note for a refund, so this is what was given. If the customer requested for our company to make any adjustments or requested a redo we would have complied. Everything is stated in our return policy which we make very transparent. At checkout the customer must click our user agreement policy which gives them the opportunity to again read our return and shipping policies. Below is the exact description of how a return/redo product is handled, thank you.

  Purchasing a custom-made appliance from Dental Lab Direct is not like purchasing an off-the-shelf product from a retailer. As with any company that creates a truly custom made product we can never recoup the amount of work we put into your appliance. Please remember we are not designing your appliance to your mouth but a dental impression made by you. If the appliance you received is not fitting correctly this is because it was made from an inaccurate impression and NOT faulty craftsmanship. If you received a custom appliance that is not fitting the way you expected you can send it back to us for a free adjustment, a redo or a refund. We are happy to make adjustments to your appliance at no charge, just contact our customer service to discuss the issue and well make it right. When a redo is requested we will ship out another impression kit to you at no charge. Then you will retake your impressions and send them back to us with the non-fitting appliance. Please note when you choose to proceed with a second remake your appliance will no longer be eligible for a return. In the event you request a refund after the 1st attempt a forty percent (40%) service charge, expedited shipping and any applicable taxes will be withdrawn from your purchase price.

  Customer response

  08/23/2022

   
  Complaint: 17743404
  
  I am rejecting this response because: The website states: "In the event you request a refund AFTER the 1st attempt a forty percent (40%) service charge, expedited shipping and any applicable taxes will be withdrawn from your purchase price."  

  I am not ''interpreting'' anything. I am reading the return policy as written. 
  

  
  

  I requested a refund after the initial order, there were no attempts to redo anything. This reads as though a service charge will apply if an attempt is made to make the appliance fit properly. 

  This is why I didn't request any attempts to remake it as it was obvious to me that one attempt would not help. 

  They are also ignoring the fact that I returned a phone call asking me if the appliance was for the right or left side

  and that I requested that I be notified if there was any problem with the impression I sent and was not notified 

  there was any issue with the impression that they are now blaming for their bungled attempt at making a custom appliance. 

  I paid them $349. I received a refund of $204. They charged me $149 for nothing. 

  This is the worst customer service I have ever encountered. 
  
  Sincerely,
  
  *********************

  

  Business response

  08/29/2022

  The customer is shown our refund policy which is very transparaent. At checkout before her purchase we require an agreement to our refund policy which she had agreed to.

  Customer response

  09/05/2022

   
  Complaint: 17743404
  
  I am rejecting this response because: they are charging me for returned goods. 

  Paid $349. Received $204 return. This is unacceptable. 

   

  Sincerely,
  
  *********************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In February of 2022 I ordered a partial. I paid ******.( I received 15% off, they had a promo) I received my impression kit, I messed my 1 st one up so I needed more puddy for the impression. I sent an email an was told they would mail more puddy to me. I waited several weeks, I sent another email an was sent a link to buy more, that cost me another $24, so I made my impressions an sent them back with a post card marked with 7 upper teeth to be on the partial. I mailed it. About a week later I was told I needed to pay $50 more dollars for an extra tooth. I complained, an mentioned a refund, I was told it would be minus cost of impression kit an of course my Xtra puddy I bought.. I couldn't afford to loose that money. So I paid the $50. About a week later I received what they call a 2 teeth ******. I got in touch with them asking why wasn't anything said about the 7 teeth marked to be on the partial. They said I ordered a ******. I didn't even know what that was. So evidentially I accidentally ordered that instead of a full partial, but I don't understand why I wasn't confronted about it in the email, or on the phone (when I called to pay) since those 7 teeth where marked on there order form/postcard. Now All they want to do is give me 20% off my next order, that, to me isn't at all fair. I'm willing to pay the difference (around $100) to get what I meant ordered.

  

  Business response

  05/24/2022

  Attached is the order for the ****** partial appliance the customer ordered. It is a 1 tooth ****** partial. This does not state anything about 7 teeth. We had a question and called the customer personally that she was missing 2 teeth in a certain area that a ****** would need 2 teeth not one. We requested if she wanted to continue with the order an additional tooth would cost $50 extra, and she agreed to order the extra tooth. In no part of the conversation did the customer speak about wanting 7 teeth. Included in the attachment is the partial denture she is describing which is a completely different order than what she placed. She is putting the blame on our company because she ordered the incorrect product. As a courtesy we offered her a 20% discount which was not even necessary for us to give and she is complaining about this? 

  Customer response

  05/31/2022

  I did make a mistake. I accidentally ordered the ****** ( I said that before), but there is a card included in the packet you send out that you **** the teeth you want added, I marked 7, so therefore you are also trying to lay all blame on me. You also have a guarantee, an I'm not satisfied. I'd like to add money to what I have already paid an get what I wanted.

*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. ↩