Mitac Service Centre

As the customer has received a faulty product we can certainly issue a refundI will pass this over to the accounts department as soon as possibleMany thanks

This refund has been been processed as of October 4th 2017.We would please ask this customer to check with their bank as why this has not reflectedKind Regards,

Thank youMy order number is [redacted] price +35= 384Thank you Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Daniela ***

Hello, The product is custom fit to the impression that each customer providesThe product takes working days once the impressions are received and enter into manufacturingIf there are any changes in one's dental portfolio, sadly, we would require new impressionsAll the policies aforementioned are in the terms and conditions this customer agreed to when purchasing We are willing to refund minus $for any costs through the order- alternatively, we would ask for new impressions and we can expedite to business daysWe also ask that any future correspondence does go through Revdex.com as this customer has verbally abused my staff for following company policy

Hi, This refund was processed in early August and we would encourage Ms [redacted] to review with her banking transaction id " [redacted] "This was delayed sadly as this customer has ordered on a UK website- not with our USA locationThank you, [redacted]

Unfortunately, the product is custom fit and bespoke to each individuals dental profile, we are unable to meet the request of a refund per our terms and conditions and refund policy agreed to when purchasingPlease see the binding contract/terms/refund policy here: https://www.instasmile.com/us/terms-and-conditions https://www.instasmile.com/us/knowledge-centre/#faqgroup-2- Ms [redacted] informed our staff after receiving her first product that it was ill fitting- she provided images to show that this was the caseThe images were provided to a personal email as she was not willing to provide images in our standard company emailThough out of our standard, we accepted to better assist her.As the product was under manufacturing warranty (https://www.instasmile.com/us/knowledge-centre/#faqgroup-2-10) we are happy to offer a better fit to the cosmetic veneerThe product was re manufactured and shipped to her- this product was received yesterday where she complained again of an ill fitMs [redacted] called our office to complain and demand a refundIt was explained to her that we cannot offer this per our terms and conditions, however, we are happy to review any images or videos that suggest the product is not fittingShe is also within driving distance to our office and is welcomed to show us that the product is not fitting properlyMs [redacted] has refused to cooperate leaving us without any further optionsThe lower product has been manufactured and received this can be tracked with the following at www.***.com with the following [redacted] We unfortunately again cannot offer a refund after manufacturing stagesWe do encourage Ms [redacted] to offer images to see how we can further assistWe do also ask that she provides all further correspondence through the Revdex.com as she has threatened us legallyWe are more than happy to assist Ms [redacted] regarding her productOur team has been more than helpful in assisting and addressing her issues to the best of our ability.Kind Regards, [redacted] Operations Manager

Complaint: [redacted] I am rejecting this response because:I will now file a review this company on the Revdex.comI have all emails and after sending one with a question no response for monthsUnfortunately, all I can do is leave negative reviews in hopes that it is visible to others doing their researchI'm still appalled that I could go months without any sort of response, but when I finally decided to attempt to take some sort of action, I received multiple emails in one day Sincerely, Nina ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Hi In reference to complaint [redacted] .Thanks you for your message,Unfortunately as the product was already in production and it is a custom made product we would not at this stage offer a refund.We offer our sincere apologies as we did encounter a delay which meant instead of the product being... shipped on May 2nd it was shipped on May 7th.I can see from the order that the product was dispatched and that you signed for the delivery of it on May 10th. I hope that this resolves the matter.Thank you.

This customer has rejected the previous, however, has provided images of a product being ill fitting.There isn't a time stamp and was not offered to the Revdex.com as requested.Though we have a no refund policy, to help settle this case, we are willing to offer $back to the customer if he is to ship back to our Chicago office at own expenseThis can be refunded within days of receiving back the product.Kind Regards, [redacted]

Hello, Thank you for the further review of the case- Please see our terms and conditions that were agreed to purchase to address the refund amount- a binding contract between customer and INSTAsmile. Sadly, this will go unresolved if unreasonable requests are madeIf a reasonable percentage is requested, we are happy to further discuss further refund, however, we can not provide a full refund for this order. Many Thanks,***

This was refunded on April 7th of $219.00 Please see the attached refund document.This case should have not been opened as it was after Ms*** received her funds. There is a $deduction based on the refund policy and terms and conditions agreed to when purchasingPlease see the
following:https://www.instasmile.com/us/terms-and-conditionshttps://www.instasmi...⇄ Kind Regards,

Hello, Thank you for taking the time to review this case. Our product is a clip in veneer designed to assist customers with a temporary cosmetic solutionThere are certain requirements for this product to work- we have an international patent clip feature that requires the 4th
and or 5th tooth on each sideOur product is only designed to clip in to these particular teeth and replace up to missing teeth. Our records indicate that Mr*** sent an email through our website contact form on the 21st of May informing our Customer Service team that his mom was missing several teeth, etcand inquiring if the product would work for her- Our team kindly responded to take our mandatory online assessment to be sure she is suitable for the productAlso, in the same email, the customer service representative informed Mr*** what teeth are required for the product. The only way to purchase a product is to go through the assessment- once completed, it informs you what product is best for youThe only possible way Mr*** would be able to purchase is by providing informationWe would welcome you to view the assessment at https://www.instasmile.com/us/smileassessment/index/index/ Once an order is made, we send out a self impression kit to the customer-they simply complete this and send back to our Chicago officeThe impressions are inspected within hours of receipt where we naturally connect with the customer to inform statusBased on our records, it appears that the impression received suggested that the customers mom was not suitable for the productWe are happy to manufacture the product for the customer, but as it is taken out of its true patent and function, we do ask the customer voids the warranty as we can not assure the proper shelf lifeAlternatively, we are happy to refund the customer minus the deduction of 30% per our terms and conditions agreed to when purchasing.https://www.instasmile.com/us/terms-and-conditionsThe customer did not want to pursue with the order- and asked for the refundThe refund of $was refunded back to the customer- not satisfied, the customer than put in a charge back with his bankIt was determined by our online merchant and his credit card company that it was handled fairly and the case fell in our favor. The deduction is not a monetary gain to our brandThis simply covers the material, shipping, taxes, correspondence and adminfeesMr*** did not purchase a product that was suitable for his momThis is not an error on our behalf. To put this to rest, I would simply ask Mr*** what would be a fair refund amount- I would also ask if I have provided any information regarding this case as I have all correspondence documented and ready to present- Thank you for your time and further correspondence and I look forward to settling this cordially. Many Thanks,*** ***Operations Manager

The refund policy is both on the front page of the website and also in the terms in conditions agreed to when purchasingA purchase cannot be made without selecting you have read and understand the terms. We are very sorry to hear that the INSTAsmile was ill fittingIt appears that you
did provide images on the first issue- but have you offered images to the second set manufactured as I am unable to locate? I request that you please send images of the second product, time stamped, for the Revdex.com to review and see what possible options are available. Kind Regards,

Our customer service team has always been available to assist Ms*** if she felt there was a lapse of correspondenceOur phone number and company service email is always available to connect if any concerns needed to be raisedThis appears to be a historic order- sadly we cannot refund on a
bespoke custom made product.I was personally contacted by Ms* *** credit card company- after all correspondence was reviewed it appears that we did our best in assisting and a charge back was unable to be placed. We are unsure of any yelp reviews as we have no control of any media that is published.If Ms*** has an alternative solution in mind, we are willing to entertain further ideas to solve amicably. Many Thanks,James ***Operations ManagerNorth America

Complaint: ***I am rejecting this response because:Seller didint agree to offer a refund. But it is ok, I don't think 239$ from a senior citizen will make the seller rich anyways, plus if a business is run this way it will never last longGood luckSincerely,*** ***

Hi,Thank you for your contact.I am extremely sorry to hear you have received a bad experience from our team.Please can I take all order numbers you have linked to your account?I can then issue the refund straight away for you.Many thanks.INSTAsmile

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello, Thank you for this- Sadly, if we are unable to manufacture a product due to suitability, our established and advertised refund policy still applies as well as our terms and conditions agreed to when purchasing. It is a custom fit and bespoke product that does require
specific and healthy teeth properly work. Please see our refund policy below:https://www.instasmile.com/us***Terms and conditions https://www.instasmile.com/us/terms-and-conditionsMany Thanks,*** ***Operations Manager SEBL Group INC

Hello, This customer has offered images in the past of where the concern is in the veneerWe did indeed ask the customer to mark on the INSTAsmile where an alteration should be completedOur technicians offered an amend to the product on two different occasionsWhen the concerns was
revisited, we informed the customer (via email and can be provided) that the the product will fall short of the gum line and the tooth can be exposed due to the alterationThis customer decided to go ahead with the alteration. We received complaint, not from the customer, but from her father regarding this issueWe again asked to see images where this was refusedWe sadly cannot offer assistance without seeing the issues in mouth. Unfortunately, we cannot offer a refund at this stage as it has been manufacturedWe have also offered many solutions to this customer without meeting her expectations. Kind Regards,*** ***Operations ManagerSEBL Group Inc