Kerrie M.
Terrible communication and Refusing to honor refund policy…. BUYER BEWARE
My experience with AlignerCO has been TERRIBLE! I should have went with my gut initially when I thought their offer was too good to be true. Well its has been nearly 2 months and I have requested a full refund 3 times in the past week. 1) the initial person via email told me I had to order a whole new kit because they needed 4 perfect trays. Well both kits were mailed and I ended up having two projections because BOTH Kits worked. Well I ate that extra $30. 2) I asked if I had an option to only fox my uppers because my lowers are perfect. The projection they sent me with only tops ended up with slanted front teeth; side view. WTH? 3). Neither of the projections I was offered look good. Is the one slight space gone between my front teeth, yea, but BOTH projections are not straight from the side view. 4). I was told I had to pay for the full set, over $800, before I even received the kit to make impressions. I was hesitant but assures I would be given a FULL refund if I wasn’t 100% happy and canceled before I approved the projections. The key being was suppose to have up until the approval of projections to receive a FULL refund…. Well still waiting. 5). Communications…. I expect a bit of a delay in response from customer service but not 3-10 days. When replying to their initial emails it took AT LEAST 3 days and up to 10 to receive a response. This is a REPLY to the email they sent me. And once I requested a refund and the tech “elevated” my request is when the 3 days reply standard went to 10!! Is it a surprise that my three emails asking for a response during the 10 days wasn’t replied to until I called customer service and asked why I wasn’t getting a answer? Or was it my last email stating “Please respond. I am starting to think I need to contact the BBB.” All in all, I am NOT happy at all and expect better communication form any company. Also expect them to honor their cancellation/refund policy. ***happy to update I DID get my refund after showing a bit of my frustration. However I was told that unless I removed this one star review they WILL NOT refund me for the impression kit. Keeping this HONEST review online is more important that the additional $40, that’s what I told James (the costumer service rep i was working this issue with) via email. The fact that they tried to “buy” my review for a $40 refund is UNETHICAL to say the least. I stand my the opinion this company is shady and I most definitely wouldn’t trust them. Also noted. I only updated this review AFTER my refund was present in my account.