Complaint Review: NeonBrite

Ordered pair of orthodontic retainers on 12/27/17. Received retainers 1/20/18. Top retainer did not include all teeth. Owner refuses to replace. Timeline of events:...12/27/2017 - Ordered a pair of orthodontic retainers from Robert Owen... 1/20/18 Received retainers in the mail... 1/20/18 @ 4:22pm - Emailed Mr. Owen and informed him that my back tooth on the top retainer was cut off. In other words, the retainer is lopsided... 1/23/18 @ 12:08 - Mr. Owen (who is not an orthodontist) writes back and says "there's little point in addressing the molars as there's nowhere for them to go if you keep the front 10 teeth where they are."... 1/23/18 @ 4:58 - Wrote back to Mr. Owen and told him that I paid $200.94 for a COMPLETE product and that's what I want.... 1/24/18 @ 9:01 - Mr. Owen said that he would send out an kit so I can submit my impressions again. (There was nothing wrong with the impression that he already had on file, but I didn't argue about it.)... 3/19/18 @ 9:24am - Mr. Owen received my new impression in the mail. 3/24/18 @ 8:43am - I emailed Mr. Owen to find our when my replacement will be shipped... 3/24/18 @ 10:22am - Mr. Owen writes back and tells me that I should have sent back the previous retainer and I should have sent the impression back within 60 days. HE DID NOT STATE THESE TERMS WHEN HE EMAILED ME ON 1/24/18. Here is what he wrote in that email: "Yes'm, I'll get out to you a new upper 'Impression Tray'. Ensure to use two yellow and two blue for the one tray." That's it! That's all he wrote. He did not give me a deadline and he did not tell me that I had to include the defective retainer. I sent that impression to him by priority mail at my own expense, even though I received a substandard product. Now he tells me that I didn't meet a deadline that was not provided for me in the first place. Mr. Owen's website claims to provide retainers that are equal in quality to the ones that you get at your orthodontist's office. Orthodontists do not issue retainers that are cut off on one side. All of the teeth are included for a reason. Mr. Owens keeps telling me that my lopsided retainer isn't a problem, but he is NOT an orthodontist. Therefore, he can't tell me that it's okay to use a lopsided retainer. Plus I paid $200.94 for two COMPLETE retainers, not one whole one and one lopsided one. I am not a new customer. This was the 4th retainer that I have purchased from him since 2010. I have spent over $800 with his company. This man sends emails EVERY MONTH asking me to place an order. This is the first time in 8 years that I have asked for a replacement. Now he's refusing to do the right thing when I receive a retainer that's incomplete.