- Report: #1346415
Complaint Review: SEBL Group InstaSmile - Internet
Reported By:
Dawn -
San Francisco Bay , California, USA
Submitted:
Updated:
-
Author Not Confirmed
Why?
SEBL Group InstaSmile
Internet, USA
Web:
Instasmile.com
Categories:
Business Rating:
(0)
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SEBL, Group InstaSmile Refuses to Replace Faulty Product, Operates out of U.K. , Threatens Legal Action if PayPal Dispute is Filed ,instasmile.com United Kingdom
I ordered classic veneers in Sept. 2016, they kept rejecting my impressions each time for a different reason. So, after sending in, four upper and lower impressions over a two month time span I found out they only needed a bottom impression but had a good upper impression the first time. Therefore I had been buying and wasting putty trying to do an upper impression and a lower impression to the tune of 100$ plus shipping back and forth four times. When I realized this, I submitted a good final upper and lower impression to be used for my veneers. I told the female there (can't recall her name), but she's a rep there who will send you an auto reply to every email you send, which is very annoying- and on the phone she tends to have a condescending unhelpful tone, almost like she's a stepford person running on autopilot.
When I got my veneers they had clearly not used my final impression but had used the initial impression, in which I was wearing my current veneers that needed to be replaced, hence the reason I sent in an upper impression with my lower for the final time. Had anyone told me my upper was ok initially I could have saved a lot of time and money only creating a good bottom impression. I have no idea what they were doing with my upper impression I sent in each time that wasn't needed, or why they allowed me to continue doing that and buying more impression kits which cost 25$ each. I paid for four extra kits, I got my product mid December and noticed right away something wasn't right with the upper, and the lower was so thin you could see my teeth through them, which defeated the purpose of getting the lower, which was to whiten them. The upper canines didn't match, one was rounded and one was straight. I complained of course, and was told they'd see what their "smile them" could do but I needed to send photos of the defect. So, I complied marking the flaws. They replied stating they needed a photo of my "natural teeth".. well my natural teeth have veneers on them, veneers that look better than the clip ones they sent me. My natural teeth without the veneers have been modified by sanding them down so they can hold a crown or a veneer. I complied, and I got a reply that "the clip ones were an improvement to my natural teeth" and there was nothing to be done. Anything would be an improvement to a person walking around with teeth that had been prepped for veneers/crowns, but I expected the veneers to be a quality product that was symmetrical in shape, at least for the front teeth.
So, I'm out $579 plus multiple shipping charges and have zero recourse. I bought with a credit card throigh PayPal, and they are U.K. based (with a call office set up in Chicago) and they threaten legal action if you file a dispute through PayPal. I am now going to go through Brighter Image Lab which seems to carry a much. Enter product and turn around time. I do NOT recommend InstaSmile and I will be doing a YouTube video on my results.
2 Updates & Rebuttals
I expected that response.
#2Author of original report
Mon, January 09, 2017
Apologies don't fix the product, but I expected as much. I don't use Facebook, nor do I want my personal information including my images on that site, that would clearly be an invasion of my privacy. For you to even suggest that is an unprofessional response to a valid complaint. If you did so, you'd be getting sued.
INSTAsmile
Chicago,Illinois,
USA
Apologies for confusion with your impression. The finished product images you’d sent look fantastic.
#3UPDATE Employee
Mon, January 09, 2017
Thank you for taking the time to review us, we prefer a positive review :) but all feedback is an opportunity for us to develop and learn. Please see our response to your various points...
Impression process: We use the latest 3D scanning and digital printing to create a foundation for your customised smile, a clear impression is important to make sure your final product fits well. As standard you get 2 free attempts and from your records it appears to be your 4th that passed, plus it does appear there was confusion over the impressions you sent for which we apologise.
Refunds: If a product is faulty we will work with customers to correct the fault and if a chargeback is opened against us whilst following our terms and conditions we will naturally fight it…but our preference is to always work with the customer.
Expectation: You mention that you have switched from permanent veneers to clip-on-veneers, as such you may have been better choosing our Platinum clip-on-veneers designed to wear daily and made from high performance, dental grade materials. They are durable, flexible and include enhanced natural aesthetics.The Classic product you ordered is our cosmetic solution popular with people looking for a lightweight solution for occasional wear, or as an opportunity to assess their new smile. If you'd like to look at upgrade to this product please get in touch.
Before & Afters: In this specific case, we have before and after images that show a significant improvement and we believe the end product provides a beautiful looking smile. Unfortunatlely, I can't upload the images to this report unless they are on a website, so with your permission I'd be happy to post your before and after shots to our facebook page for other customers to review. Please let us know if you are happy with this.
