Complaints

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:05/31/2024

  Type:Billing 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.

  A terrible experience all around. Please beware shopping here. After 2 months of waiting I got a nasty email reply when I inquired about my order. I almost thought Id never get my fangs so I filed a dispute with PayPal and suddenly my order arrived with a threatening, nasty letter. Buyer please beware. when I did receive my order after 45 days (his email states a 30 day turnaround) he sent me a threatening letter. Worst customer experience of my life.

  Business Response

  Date: 06/07/2024

  The only thing I can agree with in this horrid client's statement is that it was a terrible experience.  The rest are lies and misinformation.  Let me address them:

  All this guy's timing is off - WAY OFF - He ordered April 8th.  Impressions Kit shipped April 10th. From April 10th -16th emailed back & forth about returning his mouth-guard. He needed to be told several times that we would mail it back to him.  April 19th impressions processed & placed in the production queue for fangs- Start of Production Clock!.  May 21st he emails saying he "needs my fangs by May 31 2024".  I respond that its not likely as my production is set until the 29th of May.  He then wastes the entire day badgering me as to why it needs to happen - wasting production time.  I explain carefully how our crafting times increased from 30 days to 45 days and he argued with me about it - All Day Long!   May 22nd, I emailed him with a production plan that laid out the possibility of meeting his May 31st request date or meeting his first June 5th request date.  He responded favorably and with the pics of his teeth that I asked for so I could match his teeth color with a Special Dental Acrylic.  May 29th, in the early morning, as I was polishing his fangs, he filed a PayPal Claim against me that Froze my account.  When I I emailed him about it, he just went off on me because I did not respond to his email on the 24th about contacting him for extra shipping IF it was needed - I was at a live event that whole weekend in Denver.  While my PayPal account was frozen I shipped his fangs out and he received them on May 31st - His Requested Day To Get Them!!!

  He had his fangs in hand 42 days from when the Production Clock started.  Not even two months from the date he ordered them!  Not only did he file a claim against me for the full amount for this hand Crafted Specialty Fang set, but he would not stop sending me rancid emails all day long on the 29th.  His arrogance, rude attitude, blatant disregard for anything decent caused major delays in the production of other people's fang art.  So, when I shipped him his fangs - out of my own pocket - not paid by him at all - I wrote him a note telling him how I actually felt about dealing with him.  And I mean every single word of it!  He is one of the most horrifyingly ugly humans that I have ever had the displeasure of making art for.

  Following the receipt of his Fang Art, he continued to harass me in email and through PayPal, claiming that my work was "Defective", trying to do anything or say anything so he could get his money back AND Keep his fangs.  He even lied to you at the BBB and sent you a lovely picture of my heartfelt note..  I have attached to you all of my emails with this asshat and pictures of the beautiful Fang Art that I made for him.  

  It is June 7th....and I am still having to deal with his Bullshit and bad attitude...Instead of working on the art that other, kinder, better people have paid me to do.   ----Sincerely!  *******

• Initial Complaint

  Date:01/26/2023

  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.

  My husband placed an order as a gift for me with this business. On their website they say they are in contact with updates with their customers. He placed the order back in December but had gotten only two emails from this business with no other updates since January. One was for the order confirmation and one was for them sending out a bite plate. We returned the bite plates With mail confirmation saying they got it January 8. I have written them a cpl times emailed them a cpl times for confirmation of bite plates only to get a rude email back from them saying not to message them. Horrible customer service, I am out 80 bucks and still have not received confirmation of anything. I emailed them today and have gotten the runaround of their Q and A. They said that they emailed us a few times but we have only gotten two emails from them, Like I said one for the original order and one for them sending out bite plates. Nothing regarding our return receipt of the bite plates Their customer service is absolutely rude and passive aggressive and their correspondence is horrible.

  Business Response

  Date: 02/07/2023

  2 messages
  
  Hi this is **** *********. I placed this order for my wife. Her email is *******************. she has been inquiring about
  the order. Please update the email for this order to her email as she is the client. Just for.the record as of this date the
  only emails i have received regarding the order is ine confirmation of order and one saying the bite plates were sent with
  instructions
  
  Thanks for the info and update.
  We will add her and her contact info to your order.
  Thank You!
  V""V
  
  
  The name provided to you in the complaint, ******** *********, is not the name of the
  person who contacted us in January concerning the order #*****. She used ******** ********. And at the time of our correspondence, as in evidence in the email thread that I
  have provided, she was not an actual client of ours, or associated with the order in any way
  until January 27th, when the owner of the order, ******* ****** *********, emailed us,
  asking us to add her and her email, ******************* to his order. Which we did, as in
  evidence in the email thread also submitted.
  ******** ******** first contacted me through our ********* over the course of a week, prior
  to January 26th, inquiring about an order. As stated in our FAQs and in our Order
  Confirmation we only handle order issues, inquiries, and concerns through our email. So,
  after a week of messages popping up in a social media platform, I asked her to stop and to
  email us, and provided our email. Then her first email to us arrived at 3:38pm on January
  26th.
  I responded to her immediately, sending the email to her at 3:55pm that very same day. The
  complainant accuses that I gave her a "runaround with their Q & A" and that our "customer
  service is rude and passive aggressive", which as you can see from the full email threads
  provided, I simply provided facts and relied on our very public and posted business process
  to frame my responses to her inquiries.
  As we craft dental prosthetics through the mail, where a part of the process is dependent on
  the client taking good and usable impressions, that we turn into molds, used to craft the
  dental art, we have a very step by step process that is listed in our FAQs and is conveniently
  boiled down in each Order Confirmation. The service we provide is technical heavy, so we
  make it available for each and every client in multiple formats to help avoid mistakes,
  delays, and issues.
  Each Order Confirmation is also a Consent to allow us to perform the work we do, in the
  process in which we do it. Each client is supposed to reply to the emailed Order
  Confirmation with their consent. We ask for our cool fun phrase of "Fang On" to initiate
  that consent. Neither ******* ********* or ******** ******** replied to the emailed Order
  Confirmation. This is an immediate tell to us that the person and/or client has not read the
  Process on How this Service Works. This was the basis of information that I had at the time
  when replying to ******** ********, in my attempts to Help her to become familiar with our
  crafting process, so it could work better for her.
  Off the bat, in her very first email to us she came at us with attitude, erroneously accusing
  us of things that we had not done. I tried to explain this the best I could, relying on our
  posted FAQs and the actual Facts of what was transpiring. I understand that not everyone
  gets my dry, fact-based and solely honest approach...and to that all I can say is...Oh well, I
  
  2
  am an artist that makes art for a living doing it my way. I do not cater to each and every
  mindset on the planet. I do my best to remain me, being as honest as I can. People can
  either see it for that, or chose to see it how they see it. Our Business Process is made public
  and post and promoted, so we follow it to the letter with each and every client. So, it is easy
  for us to prove this when they come at us sideways, blaming us for things that we have
  never done.
  Case in point, the complainant claims that we never provided updates, or only provided two
  of them, which is a complete falsehood, as proven in the email threads provided. For ease, I
  will supply that data here, showing that we had, at the time of her misuse of our Instagram,
  her emails to us, and her complaint about us, had, in fact, sent all email Updates that we
  were supposed to have sent at that point and time during the production process. All email
  updates we sent were sent to the email associated with order 15164 - as we state we do in
  our FAQs and Order Confirmation.
  
  

  --------------------------------------------------------------------------------
  As you can see, the complainant's claims are erroneous. I went above and beyond trying to
  assist this client to learn about the service that supposedly her husband had purchased for
  her, and it ate up an incredible amount of time, taking away from actual clients that
  deserved it. She caused incredible production delays, and as I write this, not working on
  client's fang art, she is still eating up valuable time that somebody else has paid for.
  We provide a technical service that is posted, and requires our clients to learn about how the
  service they purchased actually works. This is a requirement by the client for the service to
  work properly. ******** ******** and ******* ********* never consented to the Process
  for the service purchased...and lo and behold...there were problems. I tried to assist an
  argumentative and erroneous client the best I could when they chose to ignore all of the
  information that had been provided to them.
  At this point at time, Order ***** has been fulfilled. We shipped out the fangs ordered on
  February 3rd. Eight days early from our posted 30 day crafting time.

  As this person, ******** ********, has been completely disruptive to ourselves, our
  business, and our other clients we will have nothing further to do with her.
  Thank You For Contacting Us About This Issue. We hope the information and full email
  threads will help you to understand the issue of this complaint and bring about a resolution.
  
  Sincerely,
  *******

  Customer Answer

  Date: 02/12/2023

  Complaint: ********
  
  I am rejecting this response because:

  I have been trying to get information about my order since it was made in December.  My communications were ignored. And I was told I was not a client.  After going back and forth with them they said I would have to have my husband contact them to acknowledge I am the client.  Which I had him do

   All they had to do was to let me know if they got my molds and if

  They were ok. They wouldn’t answer any of my questions but said refer to their website and the Q&A section 

  Skip a couple weeks my item did arrive. But my mold was broken, and the fangs were flimsy and one broke bc it was so thin. They are supposed craft a fang that fits and is molded to your tooth, but

  These were so big and had such a big gap no amount of their tightening concoction would fix. I am disappointed to say the least. Horrible craftsmanship and horrible Customer service.   Buyer beware bc they have a no refund policy so I am out my money

  
  
  
  Regards,
  
  ******** *********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 02/22/2023

  This is the second time I am responding to this.  In my first response I sent mine and the Complainants complete email threads and correspondence.  So I will only reference that stuff here as this person is completely and utterly wasting everyone's time with this second complaint.
  
  She States: " I have been trying to get information about my order since it was made in December."
  
  ----Order ***** was placed on December 27th by ******* *********.  It was Not Made at this time.
  
  ----******* *********'s Order Confirmation & Consent was emailed to his email address - ************************ - on December 27.  5 hours and 26 minutes after it was received.  As I mentioned previously, our Order Confirmation is also a Consent to work form that outlines our entire process, asking clients to review our FAQs and to reply with a "Fang On" so that we know that they have read How We Do Our Business.  No One Responded to the Order Confirmation & Consent Form.
  
  --- The Impressions Kit for order #***** was mailed to the address provided on December 30th.  An Email Notification with the Kit's Instructions and Tracking # was emailed to ************************ *t 11:48am on December 31st.
  
  ---Impressions were Received and Processed and we sent out an Email Notification on January 11th at 10:23pm  Email sent to the email associated with the order -************************
  
  ---Our Business is operated by 2 people.  Crafting Ordered Items takes up the majority of our time.  Which is why there are a few hour delays at times.  This is normal.
  
  ---At No Point & Time did we receive any communications about this order as all of this Standard processing & Email notification was taking place.
  
  She States: "My Communications were ignored."
  
  ----January 26 at 3:38pm was the First Email we received from - ******** ******** <*******************  * demanding information about this order that was under the name ******* *********.   We replied Immediately!!!  Our response was sent at 3:55pm - 17 minutes after it was received.
  
  ---- Then she kept replying back to us that day, taking up the whole day in correspondence that I have sent to you previously.  We replied immediately to each of her emails, trying to assist her with How our Service works.  As this was met with rudeness and erroneous claims and lies we finally asked her to contact her husband to make her a part of the order before we would continue dealing with her.
  
  ----Prior to this email by ******** ******** on Jan. 26, she did ********* message us - twice.  But as we state in our FAQs and Order Confirmation &  Consent for clients to NEVER text us or contact us on ******** or ********* with issues or concerns, it was not replied to immediately.  I eventually replied, asking her to stop messaging us on Instagram, which is an erroneous way to connect with us, and to please email us instead.  I provided the email for her convenience and she emailed us.
  
  She States: "And I was told that I was not a client.  After going back and forth with them they said that I would have to have my husband contact them to acknowledge I am a client."
  
  -----As I stated above this happened because ******** ******** is not ******* *********.  So providing order details should never have happened.
  
  
  She States:  " All they had to do was to let me know if they got my molds and if they were okay.  They wouldn't answer any of my questions but said to refer to their website and the Q & A section."
  
  ----We never say Q & A.  We refer to it as the "FAQs and your Order Confirmation & Consent"
  
  ----Her questions were answered before she asked them.  We provided the email Update about impressions and molds on January 11th to the email that was provided.  I explained this on January 26th in my first reply and told her that we processed everything and sent her the standard and official email update.  I pointed this out in detail.  And yet I am still dealing with her inability to process this factual information all the way to the end of February.
  
  ---In every email response to her on January 26th, I must have told her that her impressions came in and were processed and we emailed about it at least 5 times. So......she cra-cra.
  
  She States:  "Skip to couple of weeks my item did arrive.  But my mold was broken, and the fangs were flimsy and one broke bc it was so thin.  They were supposed to craft a fang that fits and is molded to your tooth, but these were so big and had such a big gap no amount of their tightening concoction would fix."
  
  -----First off, allow me to point out that she is not a fangsmith and her statement is just filled with errors.  Fangs are crafted to a Mold of a person's teeth.  Not to them, or their teeth at all.  Clients take their own impressions and send them to us and we process the best impressions that are sent to us into the mold that we use to craft their fangs.
  
  -----In the 11 years that I have been doing this I have Never come across a situation where the Tightening Kit we provide with each order does not work.  At worst, one needs to get another Tightening Kit to complete the task for the right fit. We provide emailed instructions that include a video tutorial link.  They are also available for download in our FAQs with the Video Tutorial.
  
  ----Our Fangs are made thin to create a natural look against the gum line.  We are world renown for it.  If one does not want thin fangs they can tell us that in the Details Box we provide to them when they place their order.  They provided No Such Notes for Order 15164.
  
  ---Despite there being no crafting notes about what they specifically wanted, we have a Kaos Guarantee, which states that we will rework any fangs and fix any breaks, at no cost to them, until they get the right fit.  ---When ******** ******** emailed me on February 12th, complaining about her fangs and being generally rude and insulting, my reply to her on Feb 13 informed her of her Guarantee and tried to correct some of her assuming errors.  I have attached this email thread as you had all the other ones.
  
  ------
  
  To Whom is handling this case, This individual was not a part of the order when she began contacting us in *********.  We tried our best to deal with a hostile and rude person that we knew nothing about but had come at swinging, making claims that we did all this wrong to her. We provided, time and time again, that we followed our process and met the requirements of the job in multiple email replies and email notifications.
  
  If she wishes to stop the process and not return her fangs for repair then that is her choice and we address that in our FAQs and Order Confirmation & Consent.  There are No Refunds.  In fact, she has wasted more time and energy than I can care to detail and wish I could bill her for it!
  
  I have noticed that individuals who refuse to read their Order Confirmation and Consent always have problems.  We offer a specialized and technical heavy service that requires clients to learn about it, so that they can have a good experience.  When they choose not to learn about it they do not have a good experience and then waste our time blaming us for things that exist only in their mind.
  
  Her fangs were crafted with the same care and love that I give to all of my art.  Her bad attitude was ignored in order for me to craft.  Her set was crafted well and fit the mold we had.  Her impressions were not the greatest and did not yield the best mold. But they fit the mold when we shipped them to her.  If her mold was broken when it arrived, then that is a complaint for the Post Office.
  
  I am sick to death of this person.  She has wasted more time and energy than she deserves.  
  
  ******* **** ************ **** *********************** ************************* ************************* *******************