Complaints

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

close

Find a Location

Remi has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Remi

  3950 S Eastern Ave Ste 140 Las Vegas, NV 89119-5174

• 

  Remi

  San Francisco, CA 94111

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:08/09/2023

  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.

  My mouthguard payment was processed on May 4th. I have still received no mouthguard. I have spoken to customer support several times and on July 11th they said my mouthguard would be processing in 4 business days. I have received neither a tracking number nor a mouthguard.. A note has gone out saying that the company cannot handle their capacity but I still see the company advertising to new customers. This service is a dental / medical necessity and Remi's operations clearly do not reflect the seriousness of this need for its customers.

  Business Response

  Date: 08/11/2023

  Hello *******, 
  
  I am sorry if you haven't still received your order. I checked your order and it says here that it has already been delivered on July 17. 
  
  Can you confirm the shipping address below if it's correct, please?
  
  Tracking Number:
  9400111206215921017318
  
  Tracking link: ***********************************************************************************************

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20444899
  
  I am rejecting this response because: I changed my address months ago in the system and re iterated in email.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/15/2023

  Hi *******,

  We understand how frustrating this could be. We have processed a full refund and we have started another set of nightguards for you. We will have an agent to contact you directly that will be fully in charge of your order until it is completed

  Best,

  The Remi Team

• Initial Complaint

  Date:07/25/2023

  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 purchased an at home retainer kit on June 8th Order #REM-137846, there has been no communication except when I reach out or complain. I keep getting emails stating that there are delays however there is no mention of that on the website. It is almost two months into this process and nothing has been received from this company. At this point I would like the item that was promised, cancellation of the recurring subscription (and send me a confirmation of the cancellation) and a partial refund for all of this trouble. This company needs to be transparent on their website if any delays they are experiencing so that the consumer can decide if that will work for them. My sons retainer has cracked and he cannot use it and we were depending on Remi to fulfill their commitment within a timely manner.

  Business Response

  Date: 07/28/2023

  Hi ********,
  We sincerely apologize for the inconvenience and frustration you have experienced regarding your recent purchase of a night guard from Remi. We understand your concerns regarding the delays in shipment and the lack of clear communication throughout the process. Please allow us to address these issues and assure you that we are taking immediate action to rectify the situation.
  Upon reviewing your case, we found that there were indeed unexpected delays in processing your night guard order. We apologize for any confusion caused by the estimated timeframe mentioned in the instructions you received. Due to unforeseen circumstances such as supply shortages and the transition to new facilities, our production and shipping schedules were disrupted, leading to the extended delay.
  We deeply regret the lack of timely updates and communication from our end. We acknowledge that our failure to provide you with regular status updates only exacerbated your concerns about the integrity and honesty of our company. This is not the level of service we strive to provide, and we sincerely apologize for falling short of your expectations.
  To address your complaint, we want to inform you that we are processing a 30 % refund for your order #******.. You can expect the refund to be processed within the next ***** hours. We value your satisfaction as our customer, and it is our priority to resolve this matter promptly. You can see the screenshot added and you should have also received an email by now.

  We have also canceled your subscription and added a screenshot as proof. A dedicated agent that has been assigned to your case will contact you within the next 24 hrs to follow up with your case and provide you with next steps.

  In addition to the refund, we are actively working to improve our communication channels and enhance our order fulfillment process. We understand the importance of keeping our customers informed about the status of their orders, and we are taking steps to prevent similar situations from occurring in the future.
  Once again, we sincerely apologize for any inconvenience and disappointment this situation may have caused you. We appreciate your patience and understanding throughout this process. Should you have any further questions or concerns, please do not hesitate to reach out to our Customer Support team at *************************************** We are here to assist you.
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.
  
  Best regards,
  Remi Team
  

  
  

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20376512
  
  I am rejecting this response because: I was not informed whether or not a complete retainer set will in fact be sent to me and when. If the order is being canceled, a 30 percent refund is unacceptable. Please clarify. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/14/2023

  ********,

  We are sorry our message did not respond all your questions. Attatched you can see proof of the subscription cancelled. Also we have attached the tracking number of the product that has been delivered already. As per the refund, we would love to process one, but as you can see in the screenshot of your order. There is a chargeback case open, funds are no longer in our side and therefore we cannot process any additional refund at the moment. 

  We are sorry for the inconveniences.

  Best Regards,

  The Remi Team

  Customer Answer

  Date: 08/15/2023

   
  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

  Date:07/05/2023

  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 purchased 2 nightguards from Remi on April 17, 2023, order #******, for $114. I received an impression kit from them promptly, and worked with their customer service to make impressions of my teeth in order to get well-fitting nightguards. I sent them back and they sent me an email on May 7th that they'd received the impressions. They warned about a slight delay: "Our processing time is about two weeks however we are experiencing slight delays at the moment due to a sudden increase in orders." But now it's been nearly two months, and I've emailed them to see when my mouthguards would be shipped, and they keep saying soon. I'm starting to think they're just a fake business and they're not going to send me my mouthguards at all.

  Business Response

  Date: 07/09/2023

  Dear ********,

  Thank you for bringing your concerns to our attention regarding the delay in receiving your night guards from Remi. We apologize for any inconvenience this has caused you and understand your frustration.

  Upon receiving your impressions, we experienced an unexpected surge in orders, leading to delays in our processing time. While we did inform you about this delay initially, we understand that the extended wait has exceeded your expectations. We sincerely apologize for any inconvenience caused by this delay.

  We will prioritize your order and ensure that your nightguards are shipped to you within the next five business days. We will also provide you with a tracking number so you can monitor the progress of your shipment.

  Once again, we apologize for the delay and any frustration it may have caused. We appreciate your patience and understanding. If you have any further questions or concerns, please feel free to reach out to our customer support team, and we will be more than happy to assist you.

  We look forward to resolving this matter to your satisfaction and restoring your trust in our business.

  Sincerely,
  Remi Team

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20278595
  
  I am rejecting this response because: it's been 5 business days, and per their response, they should have sent me shipping information for my mouthguards and they haven't.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/18/2023

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

  Please be advised that your order has been shipped with tracking number 9400111206215990357124.

  Should you need further assistance, please let us know. Thank you.

• Initial Complaint

  Date:05/16/2023

  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.

  Date of Transaction: 3/31/2023 Cost of transaction: $209 (cleaning device was received, which cost $89)Estimated time of return: 1-2 weeks per email Molds delivered to vendor: 4/13/2023 First Inquiry: 4/14 Second inquiry: 4/18 Third Inquiry:4/27 Fourth Inquiry: 5/8 Fifth Inquiry: 5/16 Phone Calls Made: 4/15, 4/19, 4/28, 5/9, 5/16 Tried to cancel subscription and website gives zero ability to cancel subscription, and no way to receive refund for items not received. Please see screenshots/emails to substantiate claim.

  Business Response

  Date: 06/20/2023

  Hi *********,

  Thank you for reaching out to us and expressing your concerns regarding the service issues you have encountered. We apologize for any inconvenience caused and assure you that we take customer satisfaction seriously. We appreciate the details you have provided, including the transaction date, cost, and estimated time of return.

  We have cancelled and refunded your Night Guard order. If you wish to return the Ultrasonic Cleaner, you may return it to the address below to receive a refund. 
   
  ***************************************
  *********, ** 89119-5174 **

  Once again, we sincerely apologize for the inconvenience you experienced throughout this process. Your feedback is important to us as we strive to improve our services and ensure a positive customer experience. We appreciate your patience and understanding in this matter.

  If you have any further questions or concerns, please feel free to contact our customer support team, and we will be more than happy to assist you.
  Thank you for bringing this matter to our attention.

  
  Best regards,
  Remi Team

  Customer Answer

  Date: 06/20/2023

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