Complaints

This profile includes complaints for Dental Lab Direct, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dental Lab Direct, LLC

  2770 Sioux Trl Glenview, IL 60026-1044

• 

  Dental Lab Direct, LLC

  4145 W Peterson Ave Chicago, IL 60646-6002

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted to like Dental Lab Direct. I ordered not once, but twice, hoping the second appliance would fix the problems with the first. Unfortunately, both times I received a product that didnt meet the natural look or fit that was advertised.Despite submitting approved impressions and detailed photos outlining what I needed, the appliance I received was:Painful to wear Misaligned (the replacement tooth leaned too far left)Positioned unnaturally high at the gumline, creating a visibly uneven smile Designed with a bulky gum overlay that made it look fake and mismatched When I emailed customer service, I included a labeled image pointing out exactly what was wrong and asked if the appliance could be adjusted or remade. Instead of taking accountability, I was told, Nothing looks incorrectly made, and that the issue was just my personal observation. For a company that claims to customize for your smile, I found that response disappointing and dismissive.They did eventually tell me to return the appliance and mark it up with a Sharpie, which would have left me without a tooth. I f you are going to trash the one I send back anyway why not just redo it and correct the mistakes? After two failed attempts and no refund policy, felt like they completely dismissed my concerns.I understand custom devices are non-refundable, but when a customer clearly communicates their needs, provides visual references, and still receives an unwearable product, there should be more effort to make things right.I wont be ordering from *** again. Im now looking for a provider who listens, communicates well, and stands by their promise of a natural, comfortable fit.

  Business Response

  Date: 05/31/2025

  We understand concerns about achieving the desired aesthetic outcome for our customers, and we recognize the challenges that can arise due to the unique conditions present in their mouths. As mentioned, there are indeed situations where pre-existing oral conditions can influence the final results in ways that extend beyond the capabilities of the dental laboratory. 
  
  
  It is always our priority to work closely with our customers and strive to deliver restorations that meet their expectations for both function and aesthetics. To that end, we encourage open communication throughout the treatment planning and fabrication process. Detailed case information, including comprehensive clinical assessments and clear articulation of the patient's goals, can be very helpful in mitigating potential discrepancies. 
  
  
  We value our customers partnership and are always looking for ways to enhance our collaboration to ensure the best possible outcomes. 

• Initial Complaint

  Date:04/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid them for 2 partial dentures and I never received them

  Business Response

  Date: 04/25/2025

  The impressions were received on 3/14 as explained in the email. Because our products are hand-made Dental Lab Direct unfortunately cannot guarantee a delivery date. The customer has purchased an upper and lower partial denture which can take a bit longer than only making one. We request the customer to please be patient a the order is in production and will be finished soon.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23246521
  
  I am rejecting this response because: I don't understand how it should take any longer than the 3-4 week timeframe provided to make two partials, it's taken way too long and if they don't fit correctly it could take even longer to get that resolved too. I am not satisfied with their response 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 04/28/2025

  Your order is currently in production. As we stated to you in a previous email, ordering 2 partial dentures can take more time than making only one. Your order was received on March 21st, and it should be finishing up very shortly. Once ready to ship you will receive an email with your tracking number.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23246521
  
  I am rejecting this response because:
  I paid for my order on February ******* they received my impressions on 3/17/2025. They gave a 3/4 week time frame for when they received my impressions. I frequently emailed them to check on the status and got the same answer each time, that they are still working on it and that they will send me tracking once completed. To this day on 5/5/2025 I have still not received my order I spent close to $900 for 2 partial dentures. I just want a refund at this point. If I take the partials and they don't fit correctly, after it taking over 2 months and still no partials received, If I need any adjustments I'm afraid it would take even longer to get what I ordered. I don't trust this company now that I see how they conduct business. 
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a kit for a lower arch bridge on November 18th 2024. I paid $609.07 out of my FSA plan. I rec'd the kit and sent in my impressions with no problems. I emaled DLD on November 28th 2024 as I had no updates on the status of my order. When I logged in to the site to check on my order status it was not even notated that they had received my impressions back. That is where my concerns for this company began. They stated that they had in fact rec'd my impressions back on Nov 26th 2024. My appliance was shipped out to me and rec'd on Dec 23rd. The day I rec'd it, i knew it was not going to work, however, it was the Holidays so I decided to wait until after all the holiday choas. I sent an email on January 8th 2025 asking what the process was for adjustments. I rec'd an emai back with instructions and how to mark the appliance where I needed the adjustments. That week *********** experienced a major snowstorm but I was able to make it to the post office on January 11th and the package was sent back to the address provided to me: DLD, ************************************************** 2nd fl, *******, IL. *****. I would have felt more comfortable talking to someone but you CAN'T talk to a live human on the phone at this company. I waited until January 31st to inquire where my appliance was in the process as there was again, NO update on the website to my order. I rec'd an email back stating that they HAD NOT received the partial denture back for adjustments. Asked me if I had a tracking number, so they could locate it. I am in the process of trying to get that tracking number from ****. I didn't think that should need it. They have stopped responding to my emails and only send just a generic email:DO NOT DO BUSINESS WITH THIS COMPANY. So, I am out $609. I have a feeling i'm not the ONLY one that this has happened to. It looks like a TON of people have had this happen to them. THIS IS NOT A REPUTABLE company. I hope I can save one person for making the mistake I did.

  Business Response

  Date: 02/05/2025

  In the attachment is our reccomendation to have a tracking number or purchase insurance when shipping an item back to our shop. As much as we try our best to assist our customers they need to do their due diligence in a circumstance such as this. We did reach out by email as seen in the attachmnet with no response back from the customer. We also do have a phone number requesting the customer to leave us a message.

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction with the product I purchased from Dental Lab Direct and to request a full refund in accordance with the guarantee stated on their website.On Friday, November 15th, 2024, at 12:58 a.m., I purchased a flexible partial denture from Dental Lab Direct for $499.99. The order included two replacement teeth for the upper right side and one for the left side. Unfortunately, the product did not meet my expectations, leaving me disappointed with my experience.Their website, ************, advertises a 100% satisfaction guarantee. It promises that if customers are unhappy with their custom-made appliances, appropriate measures will be taken upon contacting their team. Despite this assurance, my attempts to resolve the issue through your customer service department have been unsuccessful.The product I received does not fit properly and is uncomfortable, undermining the purpose of using a custom-made dental appliance. Additionally, my interactions with your customer service team have not been helpful or productive, as I have been unable to reach an agreeable resolution regarding my concerns.Based on your advertised guarantee and my current dissatisfaction, I am requesting a full refund of $499.99. The commitment to customer satisfaction advertised on your website was a key factor in my decision to purchase from Dental Lab Direct, and I trust that you will honor this promise.I ask for a prompt response and resolution to this matter. As I mentioned in my email making this request, "I trust that your company will adhere to its stated commitment to customer satisfaction and handle this matter promptly and fairly. I look forward to your swift response and hope we can reach an amicable resolution without the need to escalate the issue further.

  Customer Answer

  Date: 01/29/2025

  I acknowledge and authorize BBB to continue forward.

  Business Response

  Date: 01/29/2025

  The customer requested a denture tooth to fit over his existing ************* after the product was made. We request our customers to fill a tooth map giude on the back of the order form to let us know which teeth they would like added. The provided order form was not filled out by him. If the order form is not filled out our technician makes the best design which is stated on the form. Dental Lab Direct made a well fitting appliance and designed the device to his current missing teeth. 

   

  Customer Answer

  Date: 02/07/2025

  Complaint: 22871552
  
  I am rejecting this response because: I have attached my response to my original complaint, ID#: ********.

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

  Business Response

  Date: 02/07/2025

  As shown in the previous email attachment. The customer authorized ********************** to design their product with the best possible design and that is what has been done.

  Customer Answer

  Date: 02/10/2025

   

   Subject: Re: Response to Complaint: ********

  I am writing to formally reject your response to my complaint, reference number ********. I am dissatisfied with the service I have received and the absence of a clear and satisfactory explanation in your prior correspondence.
  
  My concerns have not been sufficiently addressed, and my issues remain unresolved. I want a detailed explanation regarding this issue, else I will take future action on the matter in hand.

  I look forward to your prompt reply and a satisfactory resolution.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 6, 2024, I placed an order (#*****) with Dental Lab Direct for a set of ************ Custom-Made Snap-On Veneers for $399.98, as shown in the attached receipts and bank statements.The company sent me a home impression kit, which I completed and submitted. Before submitting, I received an approval email from their team confirming my impressions were acceptable. The product was promised to be delivered within three weeks, but it never arrived.After weeks of no response, the company finally replied in November 2024, claiming my impressions were insufficient and demanding an additional $100 for another impression kit. This contradicts their initial approval ******** make matters worse, the business is now claiming they issued a refund of $320.99, which is false. My bank records confirm that no refund has been received, and I have attached evidence showing the original payment and the lack of a refund transaction. It appears they changed their records to pretend a refund was issued.This business has failed to deliver the product, provided misleading and false information, and is now attempting to charge me more money for an issue they initially approved. Their actions feel deceptive and fraudulent.Account/Order/Tracking Number:Order #***** Tracking number: 1Z8X330WYN21057357 Enter the amount of money you paid the business:$399.98 Desired resolution:1.I expect Dental Lab Direct to fulfill their promise by sending a complimentary impression kit and expediting my order to deliver the veneers.2.If they fail to do so, I demand a full refund of $399.98 to my original payment method and for them to resolve the issue of the refund they falsely claimed to have issued.Supporting Documents:1.Proof of Payment Original receipts and bank statements. No refund ever given as I can provide proof of bank statements 2.Order Confirmation Showing the total payment amount.3.Emails/Records Confirmation of approval for my impressions

  Business Response

  Date: 12/17/2024

  The customer was refunded the amount on 12/16/2024. The impression kit and delivery charges are non-refundable.

  REFUNDS
  Due to the hygienic nature, custom-made dental appliances are non- refundable, but we do make every attempt to ensure that you are satisfied with your experience with Dental Lab Direct. In the event you received your completed custom-made device and the device does not fit, you are eligible to retake your impression one (1) time and Dental Lab Direct will remake a new device at no charge. The original non-fitting device must be returned back within thirty (30) days of receiving and cannot show any signs of wear or damage.  If you decide to cancel your order during the impression taking process you will be fully refunded minus the impression kit fee ($59), delivery charges and any payment plan surcharges when applicable.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a flexible partial denture from Dental Lab Direct in October 2024. I received the order on Saturday November 30. Order #*****. Upon receiving the denture I tried to place it into my mouth. It was too small and hard. I followed instructions to place it in hot water and tried it again. Again it would not fit. Did the hot water again and finally forced it into place. It hurt my gums. After about an hour I tried to remove the partial. It was stuck and wouldnt come out. I kept putting hot water into my mouth and holding it. Finally I could remove it without injuring my teeth. My gums were sore from the pressure. I waited until the next day to try the dentures again. I had the same exact problem. I sent an email to Dental Labs Direct describing the issue. I got no response. I called them on the phone. I got a recording. I left my name , phone number and described the problem. No response. I emailed and called at least 3 more times each on Monday Dec 2. Finally they responded by email saying that I had to email them before they could address the problem. I know they received my email because I responded to an earlier email they had sent. I called two more times leave in my phone number and requested a return label so that I could return the denture. They refused to address my request. I did not have a problem communicating w them when they were trying to get my business. They were very responsive and helpful. Now that the partial is paid for they refuse to address my complaint about the partial. Im not even sure that it is a flexible denture. It looks like a regular acrylic partial. I would like for Dental Lab Direct my make some adjustments so that I can wear the denture or re make the partial entirely. All they have to do is pick up the phone and contact me to understand the problem. Their customer service is terrible. If they cannot provide the partial as promised or provide the service they promised they need to refund my money.

  Customer Answer

  Date: 12/03/2024

  No healthcare personnel was involved. Insurance was not used. This was paid for by me, ***** *****. There is no medical information to release.    I purchased a partial denture online.  They sent me a kit to make the impressions at home. I returned it and they were supposed to make dentures that fit. The dentures do not fit. They will not return my calls or answer my emails.  I want my money back. I paid $599 for the service. 

  Business Response

  Date: 12/04/2024

  The customer has been contacted via phone conversation. We do our best to respond as promplty as we can  to our customers concerns or questions. 

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22630048
  
  I am rejecting this response because: Good Afternoon, 
  I am responding to an email I received this morning regarding a complaint I filed against  Dental Lab Direct.  I ordered a flexible partial denture from this company 
  I received a cheap acrylic partial that did not fit my mouth.   I tried repeatedly to contact dental Lab Direct to inform them that the denture they sent did not fit. 
  
  I emailed them at least 9 time and I called them at least 6 times leaving my name , telephone and request that they call me concerning the partial that I received 
  They refused to contact me until I filed a complaint with the BBB. 
  A person named *** called and I explained the problem of to him. I requested a return label so that I could send them back. He told me to send them back but would not send a return label.  I sent them back by UPS  and tracking indicated that they received the partials on Friday, Dec 6 at 10:01 ******* accepted the package. 
  
  I have heard nothing from Dental Lab Direct. They have not acknowledged receipt of the package or when I will receive a refund or a flexible partial denture 
  
  That is $26 more  that I have spent on these partials. Now totaling over $600. 
  
  I do not want this case closed as there has been no resolution to this complaint. 
  
  I appreciate your assistance in this matter.  I thought I was dealing with a reputable company. Obviously it is not.   Their costumer satisfaction and customer service is non existent.   Please keep my case open until there is a satisfactory resolution to this matter. 
  
  Thank you, 
  
  ***** *****

  Business Response

  Date: 12/13/2024

  Hello *****,

  This is *** from Dental Lab Direct. I called you back on 12/3 and we discussed what you would like to have adjusted to your appliance. Do you remember our conversation? You appliance was received and just shipped with completed adjustments. 

  USPS

  Tracking Number:
  9400111105502954691571

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22630048
  
  I am rejecting this response because: I was the victim of n online scam by Dental Lab Direct. I would like to express my sincere gratitude to the BBB. for their help in helping to resolve this situation. Had you not intervened I would be out of over $630.  Dental Lab Direct used th Bait and Switch routine on me. They offered a flexible partial denture for sale but sent me a cheap acrylic denture that did not fit my mount. They refused to respond to my repeated attempts to communicate with them. 
  

  After the BBB became involved a person named *** finally contacted me. I returned the cheap acrylic denture and they sent the flexible partial denture that I paid for.  They sent the flexible partial denture in a nasty unsanitary plastic baggie which had a white sticky substance inside. I dont know what the white sticky substance is or if it is even safe. This denture has to go into my mouth. It could be harmful or dangerous. The baggie with the denture was inside of the blue plastic case which I returned the denture in. 
  I guess this is to get back at me for insisting that they send me what I paid for or  refund my money. 
  Again ,  thank you BBB for your assistance in getting this company to stand behind their advertisement. This is nothing more than a money making scam. **************** is non existent at ********************** Labs **********************.  Im sure they know the difference between an acrylic partial and a flexible one.   They tried to pass off the acrylic partial and then refuse to refund my money. Acrylic is about one half the cost of flexible.   People should be warned of this business.  For the hassle and deceit they should return my money . The public should be forewarned about this company .  Thank  you for the help you have given and your concern for the consumer   
  

   

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

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im not able to get this business to send in a new Impression Kit free of charge.I emailed them several times about my ****** Retainers not fitting. The day I got them, I tried them out and the bottom ones hurt and the top didn't feel fitted.Its been a constant run around of resolving my issue and its still not resolved. I called them and they didnt call back but emailed me only. Its always the same questions never answers even if it not a positive one.

  Business Response

  Date: 08/27/2024

  Dental Lab Direct promptly responded to the customers questions. We were told the aplliance was uncomfortable, so the customer was promplty sent an email on how to get started with the adjustment process.

  Customer Answer

  Date: 08/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the complaint has been somewhat resolved since I was able to send my order back for fixing. Unfortunately, Ill have to give this business a 5 out of 10 on costumer service and quality of packaging. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I ordered a KIT to use for a missing tooth for $349.00 from DLD. When speaking with my dentist, he explained that I have to have soooo much lengthy work done and things in my mouth would be changed or affected often so it would not be feasible to have this appliance made because it would have no use pretty quickly. I called DLD and they told me to return the UNOPENED UNUSED kit to them for a refund. I did that and they ended up keeping $59 from my refund and also keeping the UNOPENED UNUSED kit that I returned. Keeping BOTH the$59 AND the UNOPENED AND UNUSED kit is basically just stealing $59 from me!! If they're are going to keep the $59 because of so called hygienic reasons, I should NOT have had to return the kit! They basically got almost SIXTY DOLLARS of my money for NO merchandise or service!! I paid $59 for NOTHING! This is outright robbery!

  Business Response

  Date: 08/25/2024

  We have attached the email communiation with the customer and it clearly notes that we do not accept impression kit returns. If the customer decides to use our services in the future we will be happy to resend another kit at no charge. Dental Lab Direct has a stated policy that impression kit returns cannot be accepted do to hygeinic reasons. We do not feel reselling a returned impression kit is safe for our future customers and try our best to make their experience as safe as possible.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22188928
  
  I am rejecting this response because: Their response says they do NOT accept returns of the kits, yet I just provided a text from THEM telling me to RETURN the kit for a refund!!! Which is it? They should have told me IN THE  TEXT that they will NOT accept a returned kit even though it was unopened and unused and that I should keep it but they will STILL be charging me $59! I paid $59 and have NOTHING for it! 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/27/2024

  As we stated previously, if the customer would like to place another order with Dental Lab Direct in the future we are happy send her another impression kit at no charge. Otherwise, it is clearly stated in our refund policy that impression kits are a non-refundable item, thank you.

  Customer Answer

  Date: 09/02/2024

   
  Complaint: 22188928
  
  I am rejecting this response because:
  they just keep saying in their response that they do not accept returned kits that they charged me $59 for, yet I am attaching the actual text PROVING that I was INSTRUCTED BY THEM to RETURN the kit in order to get my refund! So since they made me return the kit that they STILL charged me $59 for shows that they basically stole my $59 for NOTHING!! Therefore they should either RETURN my kit that they made me return to them, or if they choose to keep the unused kit I sent them, then they should return my $59 to me since they possess BOTH my unused kit AND my $59!!! 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/26/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some whitening trays from Dental Lab Direct on 4/4/2024. I paid $97.49, and they still have not shipped almost four months later. I emailed them in May and again today, but no one ever replies to me. When I call the number, it's impossible to speak to a human. The phone support number is useless. My order number was *****.

  Business Response

  Date: 07/27/2024

  Hello, after reviewing the order we have refunded the customer 100%.

  Customer Answer

  Date: 07/29/2024

   
  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

  Date:06/19/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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