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:07/07/2025

  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.

  The company sent me a random email, ironically I was looking for retainers. It was advertised my bottom retainer for ****** free shipping and handling. I received the impression kit and did the molds as instructed. Sent photos over and over to get approval to send them back. Once I got approval, I was sent an email advising the molds cant be used and I would need to pay for additional supplies to continued. They have a 30 day guarantee for you to be refunded if you are not happy with the service or product. After I requested refund, they pushed it through but after days of waiting I get an email today advising they are partially refunding the kit minus the shipping and handling. I never paid shipping and handling. So I will only be receiving a ***** refund instead of the full *****. I want all of my money because this company scams. Attaching the receipt.

  Business Response

  Date: 07/07/2025

  Hi *****,

  I was just looking at your account. I see that we refunded you $70 today. You did get charged for shipping it's just bundled with the price. 

  Here is the refund information: **********************************************

  The shipping/restocking fee is just to help us cover all the cost of shipping and the supplies used. We aren't making any money on this. We paid for both ways of shipping and the impression kit. 

  I hope this helps make more sense. Please let us know if this helps or if you are still having issues with this.

  Thank you,
  ****
  SportingSmiles

• Initial Complaint

  Date:05/03/2025

  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.

  >1-star ***** US 21 reviews A day ago Rated 1 out of 5 stars Scam artists.Received my impression kit. Took impressions of uppers and lowers and sent them photos as suggested. Re did the lowers as per instructions. Received final go-ahead based on photos returned. Then 5 days later got an email from them they couldn't use the impressions despite having oked them.They said they'd send me one more kit on request, but if this didn't work out, there would be no more kits mailed out. So much for their "satisfaction guaranty".These people are scamsters. About to just write off what I paid them and the time and aggravation to just go to the dentist.

  Business Response

  Date: 05/14/2025

  Hi *****, We sent you an email on May 6th, and didn't hear back. Then on last Friday the 9th messages again and didn't hear back.

  Here is a copy of the email:

  **** ********
  
  May 06 14:08
  To: 
  ***** ****
  Show more
  Hi *****, 
   
  We were getting your lower to ship with the new impression. I am going to be honest with you. You have buttons on your teeth and a lot of them. (couldn't see till after we 3d printed it). You're not going to get the best-fitting retainer using our impression kit. 
   
  Buttons tend to get removed after ortho treatment is completed. You would want to go to the dentist and get the buttons removed and then get a retainer made. 
   
  Here is what I can do for you. 
   
  If you are willing to remove any reviews. I can give you a full refund (normally, we charge $30 for priority orders). If you go to the dentist to get your model/scan file. I will waive the extra fee for model,s and we will keep that scan on file for life for you. 
   
  You're welcome to give me a call at any point.
   
  Let me know if this works for you.
   
  Thank you,
  Evan
  SportingSmiles
  ************
  
  
  
  
  From: **** ******** Friday 11:53
  To:  ***** ****
  Show more
  Hi *****,
   
  Just checking back with you on this. 
   
  Let me know what you would like to have done.
   
  Thanks,
  ****

• Initial Complaint

  Date:04/16/2025

  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 retainers from Sporting Smiles on June 25, 2024, under the product titled "Retainers From Your Own Molds" (SKU: OwnMoldsRetainers). This product is marketed as using molds that the customer provides.Since my purchase, I have followed all instructions and sent multiple impressions (molds) to the company. Each time, the company has rejected the molds I provided, despite their claim that the product allows use of ones own molds. Instead, they continue to pressure me into purchasing additional impression material, which feels like an upsell tactic rather than legitimate customer support.Over the course of nearly a year, I have sent several sets of molds and corresponding photos. The company has repeatedly told me the molds are unusable, offering no consistent guidance or support, and ultimately stopped responding to my emails altogether. I have contacted them multiple times requesting a refund, but my requests have been ignored.I feel this is unethical and potentially deceptive business behavior. It is unacceptable to advertise a product with a specific process and then refuse to honor that process while continuing to solicit more purchases from the customer. This experience has been exhausting and has resulted in wasted time and money.Resolution Requested:I am requesting a full refund. After nearly a year of back-and-forth and unacknowledged messages, I believe this situation is a scam. I no longer wish to work with this company and simply want my money returned.

  Business Response

  Date: 04/21/2025

  Hi *****,

  I was just looking at all the history on your account. The first issue was we got the impression and had chips in it. The second part I saw was a few impressions that were ok, but not the greatest. 

  This order is from 6/25/24 so we are getting close to a year. One issue that we have is that our credit card system will not allow us to give refunds over 6 months.

  If you would be interests is still getting the retainers I can send you extra supplies for free and you can works directly we me on getting a good impression. I will make sure to send plenty of supplies so we can make sure we get an accurate impression.

  Let me know if this option works for you.

  Thank you,
  **** ********
  Director Of Operations
  SportingSmiles
  ************

• Initial Complaint

  Date:04/14/2025

  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.

  2/21/2025 missing product from Sporting Smiles. I ordered a top retainer from Sporting smiles. I signed up for the "save money with a 6 month subscription" option (one retainer every 6 months automatically charged and delivered). I have ordered from Sporting Smiles on two other occasions. The first occasion, they sent me the wrong retainer and only contacted me two weeks later after I wrote a bad review. This current order, I ordered a top retainer and received an impression kit (I already did the impression kit. The kit was accepted and I paid to have the impression saved "for life"). I have called the company multiple times and each time their voicemail box is full. I have emailed customer service for ********************** on march 16, April 5th and again on April 10th. Their automated response promises 48 hours for email response and same day response for phone calls to customer service. It has been almost a month and no response. Additionally, they have my card on file for a re-occurring subscription. I am worried that Sporting Smiles will keep taking my money and I will have no products. I know this is a small amount but it appears the first wrong order was not a one-off as they claimed.

  Business Response

  Date: 04/21/2025

  Hi ********,
   
  I just shipped you one upper retainer now, and your subscription has been put on hold.
  **** *********
  ************************
  **********, ** 95825
  Ph: **********
  
  Shipped: 2025/04/15 (FEDEX)
  Tracking #: 287590961040
   
  I shipped it ***** 2-day. I attached the image again with a photo of the retainer that was just made. I had a lab tech check it. It fits very snug on the model, and it looks great.
   
  After you get it a can you let me know if you are happy with the fit and quality, and then we can work together to make sure you have a positive experience with SportingSmiles.
   
  Again, feel free to call or email me with any issues.
   
  Thank you,
  **** ********
  SportingSmiles
  ************

  According to ***** it was delievered on 4/17/25. We are just waiting back to see if there are any issues with the retainer. Thanks, ****

• Initial Complaint

  Date:04/03/2025

  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 ordered impressions for my retainers paying $126. After multiple tries trying to get my top correct it did not work out as the impression trays are too narrow in the front. I returned everything and requested a refund as the agent on the phone informed i could just do that. Im only gettin $106 refunded because a supposed $20 shipping charge which ofcourse they dont let you know. But they says this is 100% guarantee. This is not 100 percent guarantee. This is messed up. I couldve gine with anither company!

  Business Response

  Date: 04/04/2025

  Hi Aloysha,

  We do have a $20 restocking fee to help with the cost of shipping and impressions.

  We did send you a kit on with return label on 2/28/25 then extra supplies on 3/11/25 and then again on 3/18/25. Everyone of the the shippments cost us not including all the cost of the supplies. Ths is why we charge a little extra to help with the cost. 

  It is stated on the website in many locations. We don't make money on this, its just to help with all the cost involved with customers trying to take the impressions.

  I hope you understand.

  Thank you,
  ****
  SportingSmiles

• Initial Complaint

  Date:12/16/2024

  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 November 26th, 2024 I placed an order for what I thought was a reorder of retainers. (When I logged into my account it did not show that I had a 3D scan on file, even though it should have.) In any case, I placed the order because I knew it should be there. Upon placing the order, I received a link that asked me to comment on my experience. I thought this was just feedback for the company and so I left a frustrated review. Shortly after I was contacted by customer service who told me that I did have a 3D scan on file and asked me to change my review for a free cleaning kit. I did change the review and mention that I did not realize I was leaving an actual review . Today, 12/16/24, I received my order only to discover that I had received a new mold kit. I contacted the company and was told that I "accidentally placed an order for a new set instead of a reorder." I told them that I had placed several orders and never had an issue in the past so something had to have changed. **************** confirmed that their website had changed. They offered to put a free rush on my corrected order. I appreciated this, however, I feel like the website caused this issue not me and customer service was not willing to work with me as far as fixing the cost. I paid for something without knowing what it was and that it could have been different. Nothing in my order confirmation notated that I was ordering a new mold kit. In fact, this order never even made it into my order history on my account. **************** should have considered the information about the scan when they read my review and notated to add a cleaning kit on my account. I am attaching copies of my order history as well as my order confirmation to show that there was nothing in it mentioning that it was a new mold kit. I do not feel that I should be held responsible for paying for a new mold kit when I believe the website made it unclear. Had it happened prior I would have understood my mistake, but it didn't.

  Business Response

  Date: 12/17/2024

  Hi *****,

  I think our customer service already fixed this for you. I looked at your account and we are switching your order to a reorder and we already have it sent to the lab.

  The issue looks like you placed a new order instead of the reorder section so we sent you a new kit. Looks like we are all good now. I verified your account and we have the scan on it and all your previous orders are now there.

  If you have any questions please let us know you are always welcome to call me directly and I can help you as well.

  Thank you,
  ****
  SportingSmiles
  ************

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Your customer service does not want to answer my question. I asked how many containers of putty are supposed to be included with the mold kit? I specifically requested a billing adjustment so that I'd be charged for the reorder not the New kit order. You are not recognizing that your website may have had everything to do with this misorder. Also, I am completely offended because ******* the customer service *** said that I was "struggling." I'm asking for a billing adjustment. You want the mold kit back and are willing to spend the money to receive that. No one bothered to say anything when I asked if my 3D scans were on file and yet I had an order existing that was for new retainers. It's odd to me that this did not seem weird to anyone where a question may have been warranted. And I don't think that if I had been ordered the new kit that you would have shipped me the correct supplies. And I'm drawing this conclusion based on the fact that no one will answer my question. This also means that you would have spent more money correcting your original problem than you probably would just giving me the billing adjustment that I am requesting.
  
  Regards,
  
  ***** ********

  Business Response

  Date: 12/18/2024

  Hi *****,

  I just issued you a refund on the difference between a new order and reorder.

  You paid $119. A reorder is $110, but on black Friday we had a 10% off discount. So $119 -99 =$20 This is what I just gave you as a refund.
  
  Sorry there was confusion with ordering on the site. Going forward we will have your order on file for life and can just use the reorder link.

  let me know if I can help you with anything else. Attached is copy of the refund.

  Thanks,
  ****|
  SportingSmiles
  ************

  Customer Answer

  Date: 12/19/2024

  [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 is satisfactory to me. 

  Thank you for your help and for working with me.
  
  Regards,

  
  ***** ********

  
  

• Initial Complaint

  Date:12/11/2024

  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.

  Ordered retainers and they sent product with directions. I did not do it correctly and need them to re-send product so I can try again. They have stopped responding to me. I feel I payed $150.00 only to tell me I dont know how to follow directions and so am out $150. 00 for absolutely nothing. Please make them resend more product or refund money. RJohnnie ********

  Business Response

  Date: 12/12/2024

  Hi *******, 

  We did email you. 

  What happens with our tickets is we answer the last updated ticket. Since you kept emailing your ticket kept getting updated and wasn't the last ticket. 
  
  We are always available by phone at *************, Chat on the website, Chat on ********, and email.
  
  The go news is that your impressions will work. Please send them in. 
  
  Thank you,
  ****
  SportingSmiles

• Initial Complaint

  Date:08/02/2024

  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.

  **************** is the absolute worst. They messed up my retainer twice and are making ME pay for the replacement tray. Unreal These are some of the most dishonest people Ive ever dealt with.It took months to get warranty coverage applied and it was only applied after I left negative feedback regarding their treatment of my issue.They sent the wrong size retainer (childrens) and blamed me for user error.After months of back and forth they finally sent the new kit but when I returned them they told me it was outside the 90 day warranty. Now they're saying they will not fulfill the order until I remove my negative reviews. Criminally misleading, avoid at all costs

  Business Response

  Date: 08/06/2024

  This order is from 3/9/2022. Customer let us know there was an issue with the fit. We then sent the customer a new impression kit to warranty the item. That new impression kit was shipped 11/9/22. We haven't heard from the customers for years. We then get the impression kit back over 2 years later without the original product for the return. 
  
  Do to the time frame a refund is not possible, our credit card software will not even allow this to happen. 

  We did try to work with the customer, but he doesn't seem to be interested in working with us. 

  -SportingSmiles

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This warranty claim was from 2023 as you all noted in the attached email. 

  Also, re-attaching the part where I offered to remove the review if you just send me the product I paid for, and you all declined to provide the product until I removed the bad (honest) review.

  This is a quid-pro-quo and is illegal. You are holding a product that I paid for hostage. 

   

  I've also attached an email showing my response and your refusal to cooperate. 

  Saying I did not want to work with you is outrageous and dishonest. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:05/10/2024

  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 two sets of dental retainers with the company on Mar 5, 2024. However, their impressions kit didn't work at all. After over 5 tries, I gave up. I sent the product back and asked for credits so I can re-purchase another order by sending in my own retainer mold to them.They however refunded my order to my FSA without my permission.I lost access to my FSA following a job change.I've been trying to contact them, have chatted with their customer support for over 5 calls and they've consistently been ignoring me. **** the manager is responsible for my case.

  Business Response

  Date: 05/13/2024

  We have talked a few times about this. We issued you a refund. The issue isn't with us it's with your FSA company. You should be contacting them on BBB. Not us.

  We can only issues refunds back to the original credit card. If you were to get money returned any other way it would be tax fraud since the money has to be used for legitmate FSA qualified purchases only.

  We don't have your money and this is an issue with your FSA bank, not with us. Sorry we can't help you, but try to see if the BBB can help you contact them.

  -****
  SportingSmiles

   

  Customer Answer

  Date: 05/20/2024

  [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 is satisfactory to me. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:03/25/2024

  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.

  The business told me they would issue me a refund for a defective item. I ordered a night guard and the dentist said it was damaging my teeth. I emailed the company, they said they would refund me, and I never received the refund. Then the company never sent me the product that I ordered that was a separate order from the defective item order. The other product was ordered on Feb 27 and never arrived. I sent several emails and no one answered them. Then they charged me $80 on March 2nd for absolutely no reason. Again, no one answers my emails. So they charged me $105 for an item I never received. They charged me $75 and said they would refund me and did not and they charged me a faulty charge for nothing of $80 on March 2. In total I have been charged $260 by this company and they have not refunded me this money.

  Business Response

  Date: 03/26/2024

  Here is a copy of the email that I just sent you.

  Hi *********,
  
  I am the manager here. I was replying to you BBB Claim. 
  
  Here is where we thought everything was at. We are still working on completing your reorder from 3/2/24 for 80. I checked with the lab and it's scheduled to be shipped tomorrow. ( I'll hold on the shipping for now).
  
  We were waiting for your return of the old night guard from 1/19/24. When the return comes in we were going to issue you a refund on the 3/2/24 order. Basic treating your order like it was a warranty. We never got the old one returned to use.
  
  You are always able to call us with questions with questions.
  
  Now there is a claim on the payment as well. Please let me know what you would like to have done.
  
  Thank you,
  *************************
  Director of Operations.

  Customer Answer

  Date: 03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I wrote numerous emails that went un answered. I requested a return address label several times and no one answered my email. I finally just created my own to ship it out. Its on the way and I can provide the tracking: 9400 1036 9930 0058 8631 03
  
  
  My order history shows no order placed on March 2:

   

  So therefore I assumed that order was not on its way. 
  
  
  At this point I am requesting a refund on the item I didnt receive as well as the item that was defective for a refund total of: $185
  
  
  Thank you,
  

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

  Business Response

  Date: 03/27/2024

  Hi *********,

  We can issue you a refund on the order. I issued you a refund for the 3/2/24 order that was never shipped to you. 

  With the order from 1/19/24 you paid ******, but then switched your order to a night guard and we refunded 25$ on that order already.

  If you want to return the night guard that you have we can issue the remaining $80.

  Thank you,

  ****
  SportingSmiles

  Return Address:
  SportingSmiles
  21825 ********
  ********, ** 53186 
  Please put tracking on the return.

  Customer Answer

  Date: 03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did return the night guard that I had. I indicated that in the last correspondence. I also indicated the tracking number for the return. Again, the tracking info is

  9400 1036 9930 0058 8631 03

   

  shipped via usps. 

  Yes, I want the other $80 refunded. 
  

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

  Business Response

  Date: 03/29/2024

  We just got the return today. 

  I issued the remaining balance of 80$.

  When you placed the new reorder it messed up the process. If we would have known there was an issue it would have been a warranty and we would have just made it.

  Warranties are rushed in our lab and done by one of our head lab techs. Placing a second order after the first was having issues is what caused the issue your faced.

  I hope this resolves any issues. You are welcome to call me at anytime as well.

  Thank you,

  ****
  SportingSmiles
  ************