ComplaintsforSmileie
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I asked for a refund due to not being a candidate for aligners suggested by my dentist who I have been seeing for 5 years and choose to do braces with my dentist. Smileie refuses to refund my money and thinks they know on what is best for my decision even tho they have not ever seen my teeth in person or know of my oral health history.Business response
03/03/2024
The customer placed the order on Jan 15th through our installment plan and sent us a picture of her dental impressions on Jan 17th, she was informed on Jan 22nd that her impressions were not workable and was asked to remake them. She sent a brief email asking for a refund, our support staff asked for a reason and she responded on Feb 13th saying that she wasn't a suitable candidate and needed to get braces from her dentist. She was offered a virtual session with one of our dentists on the same day as we felt she was a suitable candidate. We did not receive any response from her and we sent her an email on Feb 17th stating that we were going to process her refund as it was evident she did not want to continue her treatment.
When our staff went into the system to issue her the refund, we saw that she had already placed a chargeback on her credit card and got her first installment back on Feb 15th; Shopify (our payment solution provider) would not process any further refunds, once a chargeback has been opened by the customer through their credit card company.
We received the letter from BBB on Feb 19th and at this point the chargeback had already happened.
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
255 Indian Ridge Dr.
Brookfield, WI 53005
Business hours
Today,9:00 AM - 5:00 PM
| MMonday | 9:00 AM - 5:00 PM |
|---|---|
| TTuesday | 9:00 AM - 5:00 PM |
| WWednesday | 9:00 AM - 5:00 PM |
| ThThursday | 9:00 AM - 5:00 PM |
| FFriday | 9:00 AM - 5:00 PM |
| SaSaturday | Closed |
| SuSunday | Closed |
Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.