ComplaintsforTruSmile Veneers

• Initial Complaint

  12/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a top veneer from the company. I was sent impressions; they were approved and now the company is refusing to either ship them to me or assist in the shipment. I was given a tracking number via e-mail and it states it was delivered in August. I never ordered anything in august! I was told by the agent to call usps and I did. I was told the company is re-using labels. I have asked for a supervisor to assist and it still has not happened. I have e-mailed the support team and am getting nowhere. I paid for the item and now I have an issue and they do not want to assist. I called via telephone today and was hung up on. I did nothing wrong. If the package is lost or was never mailed then I should not be the one who suffers. I just do not understand how they can tell me to go fetch the package when the tracking info provided was false. I checked again and it states label created nothing more. I am told by the company that the lab shipped them out. Well, where are they and why cant I get a real tracking number? I spoke with usps again and I am told the shipper needs to file a claim if the item is lost. The company is refusing to assist. They will not even respond back via email. Tracking Link: XXXXXXXXXXXXXXXXXXXXXX

  Business response

  12/02/2021

  Business Response /* (1000, 6, 2021/12/02) */ Hi ******, We take all of our customers complaints very serious and we always do all what we can to ensure their satisfaction. We do not allow such behavior in our customer services as we care so much about our customers and their experience with us, so please be sure that we have opened an investigation immediately regarding your feedback as it very concerning and it does nor reflect the image we always seek to deliver to our customers. We are following up on your case and regarding the tracking number USPS are recycling their tracking numbers, which is causing confusion. And since the package was not yet received and to save your time we have gone ahead and submitted a replacement request and we have expedite it to ensure your receive your veneers ASAP. We extremely apologize for any inconvenience that might had happened from our end, and as an apology we would love to compensate you with a free set of veneers as a gift to be made and sent to you right after you receive this one and your are satisfied with it. We would be more than happy if you accept our apologize and accept the gift as well. Consumer Response /* (2000, 8, 2021/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I really feel that the agent I have been in contact with today will make sure that my veneer arrives as soon as possible. I am very grateful for the offer of a complimentary set once the veneer has been delivered and suits me well. Upon fulfillment of the agreed terms my intent it to leave a very genuine story behind the hard work of this agent and their aim to please. Hopefully the product will be as great if not better than the agent who has assisted me with this bump in the road. I do not at this time feel Truesmile is being dishonest. I am in agreement with the fact that I can re-open the case should that be needed. Thank you.

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