ComplaintsforSmile Brilliant

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased whitening trays 04/2022 and have never received the ********. I paid over $300 for these kits. Not including paying at least twice for replacement kits that the company invoiced me for, which are $20. I have not received value for what was purchased. I have done these impressions multiple times. I set a timer for longer than recommended, to make sure nothing is shallow, etc. And the company keeps rejecting them. At this point I want a refund. I have paid for a product that I have not received. That is theft. The company has been refusing to refund me FOR A PRODUCT NOT RECEIVED. I HAVE NEVER GOTTEB THE ********. I want my money. I should have done this at the dentist. The company website states they give 100% refunds. I have not experienced this. Not only that, when you purchase it doesn't explicitly say the process and difficulty with getting a refund.

  Business response

  03/14/2024

  The customer placed this order on 4/24/2022. Our website states refund are allowed up to 45 days after we ship the initial order. The customer has attempted a few impression tries and while one redo kit was paid for by the customer, we have also sent out 3 free kit material packs as well. A period of 2 years went in between the customer's impression attempt received into our lab; we always accept impression no matter the age of the order. The customer was offered replacement items up to the value of the order as the order is not refundable. Attached is a copy of our return policy.  ********************************************************************************************************

  Customer response

  03/15/2024

  Complaint: 21432459
  
  I am rejecting this response because:

  I have purchased 2 replacement kits, not 1 and I have the invoices to prove this. The policy states 100% satisfaction guaranteed and I am not satisfied. 

  The company has offered a refund with product not cash, but has stated an amount that appears less than what I have paid and indicated that they plan to deduct the value of what they state they have given me for replacement kits from the amount of product that I am supposed to get in exchange from the company in lieu of money. 

  I don't want product I want my money. But I will settle for product to be done with this company if they are giving the amount I paid, versus trying to gip me. I wanted whitening that I did not receive and now have to go elsewhere and spend more money for that service. This is inconvenient and I still am losing money either way.
  
  
  Sincerely,
  
  ***********************************

  Customer response

  03/18/2024

  I have attached invoices of my original payment plus what I have paid for replacement putty. I was only able to attach 1 invoice showing how the company gave me $34.65 in product for free.

  I paid $37.85 for replacement putty plus an additional $318 for whitening trays. The company offered $200 in "free product" to find on their site of whitening systems I can't use and toothbrush head replacements.  I am willing to compromise by not getting a cash refund, but not for an amount less than what I paid as stated above. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered 2 whitening kids in additional products. On November tenth, the charge went through on November 10th. This is November 27th we have received nothing. The order online says that it is on hold., I have emailed twice and called twice. I get an answering machine., This seems to be common with them. It is absolutely ridiculous that I am supposed to receive something in 3 to 5 days. And it's been 17 days, and the order still says pending.. Why doesn't someone answer the phone? Return an email or return a message. This company needs to be looked into.. I want an immediate overnight delivery and an overnight shipment. Back or a full refund and I want it IMMEDIATELY ! It is about time that consumers get what they pay for according to the website and the promises made at time of purchase. It is ridiculous that companies are allowed to continue to treat consumers in this fashion..

  Business response

  12/01/2023

  We received the emails the customer sent in regards to the order status on Friday, November 17, 2023 at 2:59 pm and Saturday, November 25, 2023 at 12:17 pm. We replied in prompt fashion responding to both emails with time stamps of Friday, November 17, 2023 at 4:18 pm and Monday, November 27, 2023 at 12:45 pm (we are closed on the weekends). When we spoke to the customer on the phone we provided both of these response times to which the customer stated they did not receive our emails. We are unsure why this is the case as the emails were in a direct response thread and did not bounce back as undeliverable. In these emails we explained that the probiotics are on backorder and would ship by the end of the month. We also offered to ship out the other items in the order and send the probiotics at a later date, when they were in stock. We also provided a screenshot of the banner we posted on the site showing the delayed ship times and verbally described the contents of these response emails. We are a small business and unfortunately due to supply chain issues ran out of a popular product, but we do our best to alert of customers of issues. The customer was refunded immediately after they disconnected the call. Attached are our email replies showing time stamps. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  UNITED STATES customers may return their kit within 45 days from the date we ship your impression kit. INTERNATIONAL customers may return their kit within 50 days from the date we ship your impression kit. In the event that you are not satisfied for any reason, we offer a complete refund (less shipping fees). To request a refund on any of our products, use our contact form and await further instructions. You can also reach ************ Monday - Friday 9am - 5pm CST. The date of the purchase was August 2nd, 2023. I decided that the product did not work on my teeth. I started emailing them that I wanted to return the product and get a refund. I have called and emailed 3 times with no response at all from this company. I started the process 2 days after I received the product.

  Business response

  08/24/2023

  Hello BBB, **** ******* ordered a Smile Brilliant product on 08/02/23. We shipped within 24 hours and on 08/09/23 she emailed Smile Brilliant asking for a refund on the product. The email attached shows on the following day, within 24 hours, Smile Brilliant gave her the return instructions. On 08/11/23 **** ******* emailed asking for the return instructions. Attached below is the second response with return information which was sent to her within 10 minutes of her email as shown on the time stamp. On 08/14/23 **** ******* emailed. Smile Brilliant responded to her in a ticket system and also in a Gmail support seen attached below. We wanted to make sure she was receiving our responses so we included multiple correspondence. **** ******* received the email and mailed back the product with in the refund timeline and Smile Brilliant refunded her order in full on 08/21/23 back to the original payment method as shown below with the transaction number. We feel we did everything in our power to communicate with **** ******* and she did receive her full refund with in our policy timeline.
  Smile Brilliant believes this BBB complaint was open under false pretenses and should be resolved with the proof shown in the attachments.

  Customer response

  08/24/2023

  Hey ******* 
  SBR********
  
  I am reaching out to you on our Support email instead of the ticket system on our Smile Brilliant website because it seems you are not receiving any of our responses. 
  
  The night out is not used as a whitening formula, however, we are more than happy to refund your account upon a return of the items within the 30 days  as stated on our website. 
  
  Below are screen shots of the responses from our team on Aug 9th, Aug 11th and yesterday, Aug. 15th. 
  If you are able to, we would love it if you remove the BBB response as you can see below, we have been in contact with you and the bad reviews do hurt our small business. 
  
  Again, the information for the return is below. 
  
  Please go ahead and return the whitening system - Once received, we will refund*  
  We recommend choosing a shipping method with tracking in order to ensure receipt.  
  
  *A full refund will be issued for the original purchase price (less any shipping fees you may have paid). Customers are responsible for paying the shipping fees to return the product.
  On the package please include:
  
  Smile Brilliant "RETURN"
  SBR********
  **** ******** *****
  Fenton MO 63026
  
  Again, we apologize you felt you were not being heard. 
  Thank you and let me know if you have any questions. 
  
  Best, 
  **** 
  
  
  It really is bad when a company has these messages that they say was sent to me but no actual complete date on any of the supposed emails. I did not get them and on top of that no personal phone calls from them. No I don’t take back my complaint. 
  
  
  Bettie Parrett
  -- 
  Smile Brilliant Team
  [email protected]
  (855)-944-8361
  

  Customer response

  08/27/2023

  I just realized that for all of their reasons for not responding to my emails that I was sending to them and awaiting them sending me back information on how I was to proceed, they claim that proof of being in contact thru emails to me writing it off that I just wasn’t getting them or absent minded and maybe deleting them while I was still receiving multiple advertising emails from them daily. Sure blows holes in the excuse that the company was not responsible not doing the right thing and thinking that if they bullied me enough I would quit. Oh also I was out $12.95 cents to return the product. I will not retract my statement and they are a bad company just thinking about all that maybe gave up and let them keep the money not worth the effort. Just Sayin!!

   

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The CariPro toothbrush is a bait and switch. The website FAQ information implies that the brush is compatible with heads from other brands. This is false. It appears that SmileBrilliant has made the brush head attachment point larger than other toothbrushes specifically so you CANNOT use other replacement heads with this toothbrush. Only their heads (which cost $5 each) can be used. This is probably how they make money on this product. Very annoying.

  Business response

  04/25/2023

  The customer contacted us on 4/4/23. The purchase of the toothbrushes was made on 11/22/2022; the customer has 60 days from the date of purchase to request a refund on this item and was outside the refund period. While some of our customers do report other toothbrush brands' head working on our CariPro toothbrush, this is not something we advertise or recommend. In our toothbrush warranty details, we state that using a part that is not intended for our toothbrush will void any kind of warranty. We are happy to send the customer a few free heads as a one time courtesy. 

  Customer response

  05/02/2023

  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

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an item an teeth whitening kit but was never notified before I placed my order that my order was going to be delayed. So I asked for compensation and they only gave me 20%of my money back then a day or two later I received another email saying my order was delayed again. So I sent them a email saying where is my ******* order. Then they cancelled my order. I never signed a contract that I won't or cant exercise free speech. Plus they never gave me full disclosure as a consumer or a right to rescend their contract. So I want them to deliver my order free of charge yall

  Business response

  02/02/2023

  We suddenly ran out of stock on an essential item for the order to ship and notified the customer immediately. Due to course of the conversation, we found it best to completely refund the order at this time. The customer is welcome to reorder again in the future.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased SmileBrilliant on 11/6/2022 and had my purchase use a payment company (affirm) spread payments out over 4 payments every 2 weeks which is now payed off. I received my first set of trays and returned them 10 days after receiving them and was notified they were to shallow to use impressions by email 12/6/2022. I did receive new kit to make new impressions and returned them as well within 7 days and was again notified by email they received them and would let me know if they were ok or not on 1/12/2023. Today is 1/23/2023 and still no word? I emailed them today with a nasty email to let them know how this is not OK and I would just like a refund of the $143.20, also left a message on customer service in regards to my order also. I also just realized they charged me $20.00 more for the 2nd impressions clay and molds trays? Its like they can just say they are bad to charge more $$$.

  Business response

  01/24/2023

  We responded to the customer's messages today. The customer was not charged for a second kit as they are provided for free. The order was actually completed and shipped today 1/24/23; part of the delay was waiting for the new and redone impressions to arrive to our facility. The customer declined a refund. 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Smile Brilliant is completely as scam with their so called "45 day risk free Trial." They claim you can try it out for 45 days risk free. So, They did not ship the product to try until the retainers came which was over a month after I placed the order. No where on their website did is say the forty-five days starts the time the order was placed. Try it to me means using the product. If the product was shipped 33 days after the order was placed and takes 3 business days to receive it, that leaves about a week to try it out if the customer starts the day it arrives. This is not a try it for 45 days like they claim. Their customer service is terrible and will not address how we are suppose to try it for forty-five days like they claim if when we order we have to wait for the impression kit to get here. We have to make the impressions and send them back out. We wait for them to make the retainers, and then again have to wait for the product to finally be shipped again after all of that. This is a fraud claim of try it risk free for 45 days if they start counting on when the order was placed not when the actual product is received. This product does not work for me at all. I desired to get a refund and offered to send their product back. I did not need 45 days of actually using the product to know this so I thought I was well within my time frame. Nope not according to them since they start the clock on the order not weeks and in my case over a month to receive the actual product. Now they will claim this is my fault because it took me so long to get them the impressions. It did. I was out of town and then i had to get my kids back into school and catch up on business and life. I again, was not warned or the "trial" starts before i got the actual product. other wise I would have never ordered. This is bad business and false advertising to a T.

  Business response

  09/19/2022

  As stated on our website: U.S. customers may return their kit within 45 days from the date ship your whitening tray tray creation kit. International customers may return their kit within 50 days from the date we ship the whitening tray creation kit. The customer ordered the product on Wednesday July 13, 2022 and it was delivered on Monday July 18, 2022. The customer stated that he did not take the impressions right away as he was out of town. We received the customer's impressions for tray creation on Monday August 15, 2022 and the completed whitening trays were shipped on Friday August 19, 2022. As stated on our website, our lab creation time is 3-5 business days. The customer's refund period ended on August 27, 2022. His initial correspondence regarding a refund was on September 8, 2022 at 9:50 pm CST. Smile Brilliant replied on September 9, 2022 that the order is outside the 45 day refund period, however we offered teeth whitening advice and recommendations along with questions about his whitening routine. He emailed us again on September 10, 2022 and Smile Brilliant support responded September 12, 2022 as we are not opened on the weekends. We offered additional detailed information on the teeth whitening process. The customer contacted us again on September 13, 2022 and we responded September 14, 2022 and offered more of our whitening product at no additional cost. The customer responded on September 14,2022 again inquiring about our refund policy. We offered to discuss the matter over the phone in our response on September 14, 2022. 

  Customer response

  09/20/2022

  Complaint: ********
  
  I am rejecting this response because: their website clearly states try it for 45 days on the front page.  No asterisks.  It is bad business.  I certainly think their product is toxic and I offered to send it back.  I certainly do not want more.  It’s a bad company and bad customer service when it takes multiple times and they never responded once to my question of how we can “try it for 45 days” if they don’t give us 45 days to actually try it.  What a bad company. I can see why they are so hard pressed for money.  Their product sucks and they are sneaky it seems on purpose.  If any consumer is reading this find a different company to work with. Their product sucks.  I don’t have sensitive teeth and couldn’t even use this 4 times. Their customer service matches their toxic product in my experience.  
  
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed my order on 12/30/2021 My order was shipped on 1/18/2022 to **** ****** ***** ********* *** **** ***** they mixed up my billing and shipping address Then they supposedly sent it to the correct address I was to receive it on 1/24/2022 when I didn’t receive my order I went on their postal tracking and again they sent it to Elbridge, New York I have called and emailed this company with no response

  Customer response

  01/28/2022

  The company refunded my money to my credit card. 

  Business response

  01/28/2022

  *********** We have contacted the consumer and the issue has been resolved. 

  Thank you,

  *****

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased overnight dental guards back in November 2021. Order number ************ Everything went as described until I got the guards. They fall off, they don’t cover my back teeth properly and flop around, and they fall out when I sleep and could be a safety concern. I’ve emailed four times including today 1/13/2022. I’ve also called numerous times and no response. I just want a refund and no one is responding.

  Business response

  01/14/2022

  *********** We have responded to the customers request for a refund. Once we receive the product, we will refund the order.

  Kind regards,

  ***** 

  Customer response

  01/14/2022

  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

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an electric toothbrush that comes with an advertised 2 year warranty. The brush no longer works and is under warranty. I have sent several emails requesting assistance, and they have gone unanswered. I have also called customer service several times seeking resolution. No one will answer the phone, they force you to leave a message. I have done this, and it also goes unanswered. No one from SmileBrilliant will return calls or messages, therefore they are not upholding their warranty. I am seeking a warranty replacement of my CariPRO / GEHA electric toothbrush.

  Business response

  11/06/2021

  **************** We responded to the customer and will validate the warranty. We try to respond within 24-48 hours however we had staff out this week therefore sometimes the response time takes longer. 

  Customer response

  11/08/2021

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

*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. ↩