ComplaintsforShiny Smile Veneers LLC

• Initial Complaint

  08/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  LONG STORY SHORT THE TEETH FITTED BUT THERE IS 2 LARGE FRONT TEETH LIKE A HORSE ACROSS WHAT WOULD NORMALLY THE FRONT 4 TEETH IN YOUR MOUTH. I ASKED FOR A REDO AND WAS TOLD THEY COULD NOT BE DONE BECAUSE OF THE GAP IN MY TEETH. I FOUND THIS NOT TO BE TRUE AS I HAVE SEEN OTHER CUSTOMERS WITH GAPS IN THEIR TEETH AND THE FRONT OF THE VENEERS ARE LINED ACROSS/DIVIDED EVENLY. THEY WOULD NOT EVEN ATTEMPT TO RESOLVE THE ISSUE OR TRY TO REMAKE THEM PER THEIR AGREEMENT AND TOLD ME BASICALLY THATS THE WAY IT GOES PAL KICK ROCKS AND BUY SOME HAY FOR THE HORSE TEETH WE SENT YOU BASICALLY IN SO MANY WORDS!

  Business response

  08/16/2022

  Hello Brian,
  
  
  We always care about our customer's satisfaction and will do our best to make sure we improve your experience with us and solve any issue.
  
  When you received your request we direct it to the relevant department and they advised that it won't be possible in your case due to the gaps.
  
  Kindly note that each customer has different case, and we deliver the best solution to all customers according to their teeth condition.
  
  We have sent you an email as well and we are waiting for your decision to make you are satisfied. 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My order is #******. I ordered a set of veneers from shinysmiles on May 10th for a special occasion on July 4, since then I have had to buy multiple impression kits from this company because they keep rejecting every one I send in. I explained to them in an email that I’ve tried everything to get the correct impressions including reading their instructions and watching their video, but my impressions always get rejected. I explained in an email on June 4th that I only need the veeners for that specific date and that I feared my veneers wouldn’t be created in time due to my impressions being rejected multiple times and even still. After days of waiting for a response between every email they told me they would expedite the process to a two week delivery, but they can’t make my veneers without an accepted impression kit and after multiple tries I still do not have one so there’s no way they’d be here on time regardless. I requested a refund for my original order since no veneers have been made and I’ve wasted my money on this product but the customer service wouldn’t listen to me or address my issues and they denied me my refund. All I want and will settle for is my refund because they have not created and I no longer want the veneers.

  Business response

  06/24/2022

  Hello Justin,
  
  We care so much about our customer's satisfaction and will do our best to make sure we improve your experience with us and solve the issue you faced.
  

  Please let usb explain that The impression step is the most important step in the process of the veneers manufacturing , without having a good impressions we can’t deliver a perfect fitting veneer.
  
  Shiny Smile veneers offers a lot of assistance when it comes to helping our customers in the impression step , this assistance includes , written instructions on our website , written instructions in the impression kit that we send to our customers , a detailed video of the whole impression step and a free live video chat service to guide our customers step by step how to do a good impression .
  

  Although we do our best to guide you in making a good impression it is your own responsibility to follow the instructions and supply us with a good impression that we will be able to use in the manufacturing of your clip on veneers .
  
  We have sent you an email to solve your issue and ensure your satisfaction and we will keep an eye on your response.

  Customer response

  06/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am extremely dissatisfied with this company and the continuous run around I have received. I left phone calls and never received a call back and have spent 30 minutes on hold calling them only to get nothing. I ordered veneers on 02-26-22, for $484.50. They sent me the initial impression kit included in the cost and it failed so I purchased a second impression kit 03-23-22, for $22. I booked a video call and the girl said I’d done the impression correctly, but they were later rejected by the company. I have a unique problem with my front teeth that was causing an issue with the mold, and I needed to speak to someone from the company. I submitted many photos of my problem teeth and were told I would hear back from the ‘relevant department’. That never happened and because my issue was NEVER addressed, I couldn’t move forward. I just kept getting the same ‘cookie cutter’ response from customer service every time. After 3 months, I requested a refund when I realized it was futile to deal with them any longer I was NEVER going to get a response from their ‘relevant department’ no matter how long I waited. They stated that they do not offer a refund but will ‘work with me’ and offered me a free express kit worth $150 and another video call. At that point, it just verified everything I was complaining about, they were willing to ‘work with me’ by sending me a free kit worth $150 but there was NO mention of receiving a call from the ‘relevant department’ or addressing the concerns I had which were necessary for me to be able to move forward. I won’t deal with this company and their devious business practices anymore and want my money back. They have fallen short and there’s a communication breakdown that is unresolvable. I did request a refund for a second time and offered to pay $22 for the initial impression kit so I could receive a refund for the full payment amount, but they are acting in bad faith; and now keeping my money for nothing in exchange.

  Business response

  06/15/2022

  Hi Pamela,
  
  Firstly, would like you to explain that we take all of our customers' complaints very seriously as our aim is your satisfaction.
  
  When we received your complaint we went immediately to check the status of your order and to see how the process went.
  
  After checking we can see that we have replied to all your concerns and emails and we never ignored any of the requests that you have sent.
  
  We apologize for the long hold as our lines get busy during the day, however, you can request a call back through emails and we have a team that will call you back within the next 24hrs.
  
  It never happened that we ignored any of our customers' emails or phone calls we reply to all of our customers' requests and emails within 24 to 48 hours.
  
  On May 2nd we received your request along with some photos explaining that you have a bridge on your front teeth and you were asking if that would affect the impressions or not.
  
  We sent you a holding response that we will send to the relevant apartment and get back to you.
  
  On May 3rd we got a response and emailed you back that there will be no problem having a permanent bridge and it won’t affect the impressions.
  
  We offered to express the process free of charge and to send you a free impression kit to proceed and facilitate the process for you, we also offered to have another video call arranged with one of our specialists.
  
  On May 4th we received an email from you that you will proceed with the Free express impression kid and that you were asking about some steps for the impression-making process.
  
  On May 6th we received another email from you that you contacted your credit card company and had the charges reversed and that you don’t want to proceed and you don’t want veneers.
  
  Please let us explain that when you reverse the charges we no longer have the payment for the order and it is reversed back to the bank.
  
  As explained in our last email we can no longer proceed since the order is disputed from your end.
  
  

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They are not answering my emails after I was told on the phone to email and ask for my refund. Now they are giving me the run around and ignoring my emails.

  Business response

  05/31/2022

  Hello Mary,
  
  We take all of our customers' complaints very seriously and we always do all that we can to ensure their satisfaction.
  It never happened that we ignored any of our customers' emails or phone calls.
  
  When we received your complaint we went immediately to check your order and solve your issue, we can see that our billing department contacted you and issued your refund as requested.

  Customer response

  06/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Part 1 of 2 I was sent a coupon for 35% off of my purchase of veneers that was valid for 7 days. I made my purchase within the timeframe on the fifth day- 2 days before expiry. When i made my purchase they did not honor it, unbeknownst to me. I did not realize they replaced my 35% off offer with a 15% off. I notified them immediately after they charged my credit card for the wrong amount and before my impressions were sent to me. I was told it would be taken care of on apr 15 during a phone call. I would like my 35% off. Part 2 of 2 Upon recieving the invoice for my second bill i inquired about the above issue only to be told that not only was i not going to get my 35% off i was not even going to recieve the 15% off they gave me on my first payment even though the 35% off says that it is "35% off my order for veneers if i order within 7 days" i ordered 1 upper veneer for $390- thats one order and im supposed to get 35% off that order. I would like my 35% off my entire order as offered by their company directly. It certainly didnt say "35% off half of your order".their discounted price is about the same as their competitors price. I only decided upon shiny smiles because the disc brought their price almost down to the norm for snapons. Attachments 1) discount they offered me mar 31 2) my order apr 4 3) response from my site submitted inquiry about no discount apr 4 4) response from my 2nd site submitted inquiry re no discount apr 7 5)my emailed request re no discount apr 4 6)my email to billing dept apr 12 ---apr 15 phone call to shiny smiles. I was assured that my full discount of 35%off my ORDER would be applied to my final balance due---- 7) pt 1 of 2 my detailed request for my discount to be honored. Final bill for $190 recieved apr 27 8) pt 2 of 2 see above 9) their response now saying they were not going to honor the discount that they had offered/promised me and had secured my decision to order from them rather than a better priced competitor.

  Business response

  05/17/2022

  Hello Amy,
  
  We take all of our customers' complaints very seriously and we always do all that we can to ensure their satisfaction.
  
  Please let us explain that our discount code only applies to the first payment you made and it does not apply to the following installments.
  
  We have reviewed your case and since it was not explained to you we will do an exception to apply the code on the second payment as well.

  We hate to see any of our customers dissatisfied with the process and we made this exception to improve your experience.

  Customer response

  05/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  01/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’ve been going back and forth with shiny smile since June. I ordered a full set of veneers and have had to do multiple remakes. My impressions are accepted each time and every single time the complete product comes back with gaps between the gums, don’t fit on correctly. They don’t follow anything you request. This is now like my 3rd or 4th set that have been made incorrectly. I spent a lot of money on these and I expect the product I purchased made to the correct specs. This is ridiculous. I want a refund. I don’t care if that’s not policy. At this point I’ve given enough chances and obviously they can’t follow through. I’ll only accept a refund at this point.

  Business response

  02/07/2022

  Hello *****

  We are very sorry to hear that you did not like your veneers however as explained the veneers are custom-made appliances that can take more than one trial to fit perfectly.
  
  We can see that we were pending a video showing your concerns to proceed with the replacement for you. We would be more than happy to proceed with the replacement according to your notes, also the veneers will be expressed free of charge to fasten the process for you.
  
  However, if you would like to proceed with the refund we are willing to cancel your order as an exception as per our refund policy.

  We have emailed you and agreed to return the product to receive your refund however we still did not receive a response back from you. 

  Customer response

  02/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  01/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I waited 6 months to get my veneers : I contacted customer service , was extremely polite but, it was constant no return phone calls , emails that were in correct . One telling me things were fine then another telling me they needed new impressions . I had previously filed a complaint , and that seemed to help,I finally received emails from a CS rep that was helpful , polite and she put a rush on things and I assumed maybe the bad experience I had, was a exception and not the norm for them . Fast forward , I got my veneers the first part of November . I received me veneers as they didn’t fit right , I emailed them and the response was like “Does it keep you from wearing them “ , I decided to just let it go because I could still wear them and was just thankful To finally receive them after 6 months . A few days ago the upper bender broke as I was inserting it . I contacted CS and their reply was to offer me a new set at a discounted price . I haven’t even had those two months at this point . Im very careful with them . I don’t eat in them , and I take them off every night . Having these less then 60 days and them breaking is unacceptable . Once again please don’t purchase from this company . The customer service is horrible and they could care less about their customers .

  Business response

  01/13/2022

  Hello Lynnette,
  
  We are very sorry to hear about what happened to your veneers.
  
  We have been trying to do our best to satisfy you and always improve your experience with us.

  Our warranty covers any errors against the manufacturing defects, that is why we offered to replace your veneers at a discounted price since it was broken.

  However, as we hate to see any of our customers unsatisfied with the process, and as an exception we will go ahead and have your top veneer replaced right away also we will express it free of charge to fasten the process for you.
  
  You can keep the top you have as a spare until you get the replacement veneers.
  Tell us why here...

  Business response

  01/18/2022

  Hello Lynnette,
  
  We are very sorry to hear about what happened to your veneers.
  
  We have been trying to do our best to satisfy you and always improve your experience with us.
  Our warranty covers any errors against the manufacturing defects, that is why we offered to replace your veneers at a discounted price since it was broken.
  However, as we hate to see any of our customers unsatisfied with the process, and as an exception we will go ahead and have your top veneer replaced right away also we will express it free of charge to fasten the process for you.
  
  You can keep the top you have as a spare until you get the replacement veneers.Tell us why here...

  Customer response

  01/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

  Customer response

  07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   I have ordered from this company twice . It’s been a issue both times, however doing the impressions are so time consuming and I had all the assurances that they would make things right this time. I ordered replacement veneers and first they sent me someone else’s veneers . I sent a email and pictures, after three weeks I finally got the correct veneers . I’ve had them for less than a month and they broke , they started coming apart at the seams , literally . I reached out to customer service , because now they are supposed to have a warranty . Customer service offered to replace them only if I paid more money . They tried to say it was something I did . I didn’t handle them with care . That is ridiculous, I just paid $400 for these veneers , I have certainly been careful with them. These people really are just out for money , they are essentially scam artists that do poor work and take no responsibility.
  

  Business response

  08/02/2023

  Hello Lynnette,

  After carefully examining the picture you provided, we can see that the veneer was broken due to a forced bite. 
  
  We are sorry to hear about the damage to your veneers. We understand that you would like to get a new replacement. Unfortunately, our website only provides a warranty against breakage due to a manufacturing error. 
  
  In light of this, we can offer you a discounted price as a gesture of goodwill. Please let us know how we can help you further.
  
  We look forward to hearing from you.
  
  Sincerely,

  Customer response

  08/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Their explanation is ludicrous . I don’t eat or bite anything with my veneers in. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

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