19th Feb: Initially I ordered a nightguard - nice and quick customer service via WhatsApp. I wasn’t able to get good impressions the first two times so ordered more putty. Not a problem.On the third try, the company said although the impression was missing the full front two teeth, send it anyway as the impressions undergo an ‘in person inspection’.The retainer arrives and is too small, I can’t get it on my teeth at all. The company asks me to send a video and i do. By this time, i go to a dentist to get a nightguard made because i need a fitting one asap.At this point i see their supposed ‘risk free guarantee’ and tell them I’d like to start this. They ignore this request and simply don’t reply! I send them back the night guard on the 13th March, send them a tracking receipt and they only reply after I chase it up on the 19th. After chasing it up twice more (this is all on our WhatsApp messages), I get a message saying Royal Mail messed up but don’t worry because it’s coming today! (27th March ). Interestingly, the tracking info says it was only sent the day before. But of course, Royal Mail messed up. It arrives, is still incredibly tight and gets stuck on my teeth. At this point, the company says my front teeth are ‘slanted’ (???) so that means it won’t come off easily. After 20 minutes of trying and sending videos to them for them to advise how to remove it, it finally comes off. I tell them I am not happy and I’ve never had a retainer be this difficult to get off. I get a sarcy reply of ‘it’s not a retainer, it’s a nightguard’. Which yes, I know…I’m just a little flustered having been trapped in their product.31st March: I have received a message saying they will refund the original amount minus £40 ‘for the impression kit….the same kit they sell for £10 on their website. All of this is against the consumer rights act. After weeks of dealing with this cowboy company, I just can’t be bothered anymore. 3rd April: HAVING CHASED ONCE MORE, I ask where my refund is, they say they’ve send me an email (they haven’t)4th April: I get a notification from my bank, I am FINALLY been issued a refund (minus the £40) No doubt their reply (if they work out how to reply to customers…) will mention their ‘terms and conditions’ however, as I said…against the Consumer Rights Act. So yeah, 4.4* review on here but you better pray you don’t have problems with it or you will be left on read, lied to, short changed and patronised. Good luck!
Claim your business profile now and gain access to all features and respond to customer reviews.
Maintain your perfect smile with our easy and fast online retainer service!
