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:11/28/2022

  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.

  This is a follow-up to my original complaint case number ********. For some reason, I can no longer access the response system to the businesses response. They responded on Friday, November 25th saying I could receive the refund and to send the item back. I emailed them instructing them that I would need a prepaid label sent to me if they did in fact wish to have me send my used retainer back to them (pretty wild) in order to get the refund processed. I've emailed them 3 times now over 2 days and have not received any response. This is why I filed through BBB vs. going directly through them because they are not responsive otherwise. I am seeking a prepaid label to be emailed to me in order for me to send the item back if that is in fact what's necessary to get my refund. I would like my refund processed ASAP. Thank you.

  Business Response

  Date: 11/29/2022

  We were closed for the thanksgiving. We just sent you a return label. We just need the retainer return so we can see what the issue is. We like to have them for quality control so we make make sure all techs are making the products the same. 

• Initial Complaint

  Date:11/24/2022

  Type:Sales and Advertising 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 have purchased 5 guards from SS so I know the quality to expect. My last order in September has been absolutely horrible and has caused my mouth and teeth severe pain. I waited until I absolutely couldnt any longer to see if it would grow on me and expand but it has just gotten worse and worse with every day. SS works off of existing impressions and having had all 4 orders before this done well, I know this one is an error. My dentist has confirmed this product has worsened my grinding and I am in intense pain flossing and even eating at times. I had sought to wear this everyday as a day guard and feel shafted out of $90 for something poorly made and downright painful. I am requesting a full refund to be processed given this. I am deeply upset and feel I am owed this given this clearly a defective mold job from impressions I know for a fact are up to date.

  Business Response

  Date: 11/25/2022

  We wish the customer would have contacted us in any way. We will always stand by our product. We can work with the customer to remake the product, or she can sent it back to us for a refund. The refund would be $80, we already issued 10$ on this order to switch it to a reorder.

  We would prefer that customers contact us first via email to work with us on resolving issues, but we can do a refund or work on getting a replacement. Our email is Info@SportingSmiles.

   

  If a refund is wanted our address is:

  SportingSmiles
  21825 ********
  ********, ** 53186

  Thank you,

  ****

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

• Initial Complaint

  Date:09/22/2022

  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 originally purchased a retainer from Sporting Smiles on 05/25/2021, and I received a retainer that was durable, fit my teeth properly, and was comfortable. I needed to reorder my retainer the next year, and re-ordered 04/07/2022 in addition to a lifetime 3D scan (Order ID: ***********. I paid extra for the Essix Plus (their most durable retainer) and the lifetime 3D scan, and what I received was significantly thinner/cheaper material, and the fit was too tight and shifted my bite slowly over time. After less than 5 months of wear, the retainer cracked in half, down the center where the diastema is between my front teeth. So much for durability? I contacted customer service only to be spoken over the entire time I attempted to explain my situation, and was told repeatedly that I had 30 days to let them know about improper fit: This is only after the representative specified that issues like this are common and that the lab technician should have reinforced the gap in my retainer during production so that this wouldn't happen. I specified how the retainers look different and the one I received is thinner and flimsy. The customer service representative stated that's not possible (as if errors don't occur during production), and said there is nothing that the company will do for me. I told the customer service representative that I could send images to prove how different the original and reordered retainers look and the crack that was caused by simply removing the retainer from my mouth, however, she implied it was pointless as the company won't do anything for me. I'm incredibly disappointed that I trusted this company, and spent money to save my dental impressions for life when the company does not care. If Sporting Smiles cannot replace the retainer I had assumed looked different based on their recent updates to their company including the ability to store my original dental impression, that was somehow changed, then what a waste of hundreds of dollars!

  Business Response

  Date: 09/23/2022

  Hi *******,

  We do warranty retainers for 30days. Most dentist do not warranty them at all. After you leave the office if it cracks or breaks your own your own. Retainers can crack and break at any point, they are 1mm of thin plastic. There are many factures that play into the lifespan of retainers. If the retainers are left in the sun the plastic weakens, a gap in your teeth is a weak point, not cleaning property. or the way the retainers are taken off. We use some of the best material available. (Essix Plus), but all material can crack.

   

  I hope that helps make sense on why the retainers might have cracked. We do like to have everyone see a lifespan of longer than 6 months if possible. I would like to offer a compromise on any of our reorder products (already discounted) at half price.

   

  Example:
  a Single retainer normally 70$. would be 35$
  2 retainers (2 lower, or 2 uppers, or upper/lower) normally 99$, would be 50$

   

  I hope you feel this is fair and would love to work with you. 

  Thank you,

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

   

   

  Customer Answer

  Date: 09/23/2022

  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 do not except your lack luster compromise. What an absolute waste of money. Your company altered my impression when saving a 3D scan and creating my reordered aligners from there. I should have listened to my dentist and never trusted a company that isnt reputable and plays childish games when it comes to customer service. I will not be purchasing from your company again and will ensure I leave my utmost honest review on BBB and ******* The only thing this company cares about is profit, not the customer or the longevity of their products. No retainer dental lasts 4 months and breaks without serious improper treatment, which I dont considered wearing my retainers to bed at night improper handling. What a joke this company is. You can take your offer and give it to some one who will fall for the companies false advertising. Products are cheap, flimsy, and customer service is horrible. Anyone reading this customer complaint, go elsewhere!
  
  Regards,
  
  ***************************