SecretveneersReviews of secretveneers.com

Response from SecretveneersMay 8, 2020

Hi Thank you for your email and sorry for the delay. We continue to work hard to stay open and deliver a service in these unprecedented times. However along with other organisations, we are experiencing increasing levels of employee absence due to illness & self isolation. Absence rates are currently significantly higher than what we normally expect this time of year. To manage these severe absence levels our responses maybe delayed. Our lab service is a key part of keeping the country smiling, talking, raising self esteem, assisting with social interaction & work attendance. So we have chosen not to furlough our staff and remain open. We have put in even more resources to keep delivering including overtime for staff & working from home. We thank you for your support & patience, I do not have your surname or order name to assist you but if you email me directly on [email protected] I am working until 5pm and can get to the bottom of this for you.

Response from SecretveneersMay 8, 2020

Hi Thank you for your email and sorry for the delay. We continue to work hard to stay open and deliver a service in these unprecedented times. However along with other organisations, we are experiencing increasing levels of employee absence due to illness & self isolation. Absence rates are currently significantly higher than what we normally expect this time of year. To manage these severe absence levels our responses maybe delayed. Our lab service is a key part of keeping the country smiling, talking, raising self esteem, assisting with social interaction & work attendance. So we have chosen not to furlough our staff and remain open. We have put in even more resources to keep delivering including overtime for staff & working from home. We thank you for your support & patience. Please email me directly on [email protected] and I will assist you urgently today.

Response from SecretveneersApr 24, 2020

Demi Bishop was sent her first sent of veneers on 17th of February 2020 with the parcel force tracking reference of EE685149324GB at a cost of £44.67 This entered the USA and was held in customs. We got no indication as to why this was the case, we just checked the tracking status which just indicated the parcel was due to be passed on. We believe the COVID-19 pandemic was slowing the distribution of foreign parcels. So we email Demi Bishop and gave her an update. The update was given on the 28/2/20 We then continued emails on:- 29th Feb 1st Mar We now decided that something had occurred with our first attempt so we made the decision to make and send more veneers. This was a full remake so we had to stand to new production costs. We sent the veneers on an upgraded postal option which guaranteed delivery in 2 days. This was sent on 02/03/20 with the tracking reference of EE685149369GB at the cost of £52.55 Email updates continued from [email protected] to Demi Bishop on :- 3rd Mar 4th Mar 5th Mar On the 10th of March Demi Bishop sent us a message on social media to say she still hadn't received her veneers. We now got concerned as to why this was happening. Due to the current events we were now monitoring our US and Canadian deliveries, to which we found no significant changes, all parcels were being delivered. Obviously apart from this particular one. On the 19th of March we received back the parcel we sent which had been refused entry to the US. The explinations was that US customs had deemed this parcel unacceptable for entry. We mark and label all our parcels the same. So this one not getting through was a real mystery. By now us and Demi were obviously loosing patience. Again on the 3rd of April we sent the veneers for a 3rd time with the tracking number of RN555314722GB at a cost of £39.80 Further email contact continued. 5th April 6th April. The 3rd set of veneers final made it to Demi on 16th April. Demi contacted us to say she had issues with her veneers. We continued to Email 17th April 18th April 20th April 21st April An impression kit is now on the way to Demi so that we can remake from new impression, resolve the fit issues and conclude this sale. At no point have we ignored Demi or failed to update her in anyway. All our team have been availible to help every step of the way. Both companies have bent over backwards to ensure the sale has been met, at huge cost in time and money. So for all these reason, we feel this trustpilot review to be inaccurate and highly unfair as we have gone above and beyond for Demi. We do with all our clients.

Response from SecretveneersApr 24, 2020

Tracey Burkett ordered a full set of secret veneers with a massive £100 off discount code. We shipped this to the USA on March 30th and emailed her the tracking for the kit LP32732944 2GB. The kit arrived, and she reached out for help on Instagram to take her impressions. Due to the time difference between the USA and U.K. we weren’t able to answer and assist in time, however our CEO personally reached out to Tracey by email on; 17th April 20th April 21st April 23rd April Tracey refused assistance any further with her impressions after the first email and demanded a refund. We of course agreed to refund Tracey as she did not want to try and take her impressions. We only asked she return our item- the impression kit for a FULL refund. Tracey refused to return the item for a refund, she emailed us to say “I’m not returning the kit refund me my money and take whatever the kit cost” - 21April 2020. So on April 22nd we refunded Tracey minus the cost of the impression kit she wanted to keep, our postage costs & our time to take this kit to the Royal Mail sorting office during a global pandemic. This cost came to £75 & we refunded Tracey £224. We therefore dispute this review and our contract with Tracey Burkett is terminated and refunded. To say we are “fraud” “scam” is defamation and our legal team will be taking this further.

Response from SecretveneersApr 10, 2020

Hi I was just asking you if you could send the impression kit back in a resellable condition as I don’t know who you were or if you had used your impression kit. All you need to do is let us know your answer and we can refund you, if you have used the impression kit we will deduct the price of trays and putty + the first casting session. If you haven’t we can refund you in full. Furthermore if you want to try again we can send you an impression kit for free. Please email us at [email protected] to arrange either!

Response from SecretveneersFeb 19, 2020

Hi Jacob, Firstly thank you for your lovely review on instagram "they are amazing couldn't be happier", I have checked all communications through email and instagram and you have been replied to every time within 24 hours. You have never once emailed the [email protected] complaints team requesting a remake or to discuss your warranty or I would of course gifted you a free arch if it was within your warranty period! This is the information regarding HOW LONG DO THEY LAST - Your Secret Veneer is made out of high strength material. We cannot guarantee if they will last 1 week or 3 years, all we can guarantee is that all veneers are made the same using the same material. Our veneers will last as long as you want them to. This is defined by general care and attention when taking them in or out, following the guidelines to use two fingers to extract the veneers. One finger at one side causes the material to form a stress point, which over time will cause a fracture. So to avoid this always use two fingers, both sides of the veneer and slowly release from the clinical teeth. It is all down to many factors such as general wear, how you use them, what you eat, how you remove them, how you put them in, and how you clean them. How long your restoration lasts depends on your unique bite and how you take care of your appliance. Some patients have been wearing theirs for 3+ years. Teeth also do naturally shift overtime as we age which will change the fit over time. Replacements are £100! Secret veneers are not made of porcelain they will not last forever they will break just as a retainer would if you are not careful. If you step on them, eat toffees, grind your teeth, let your dog chew them they will snap! It is really dependent on the user. We always keep a master copy of your impressions so if you fancy a spare set just order in the shop! The dental lab first heard from you yesterday 9 months after you got your veneers and advised you issues and breakages need to be reported to JPD or to the secret veneers team within 30 days of receipt of the veneers, after such time any damage can only be put down to general wear and tear through usage and as such a replacement arch will need to be purchased this can be done via the secret veneers website. The last veneers you had from us were in may 2019, therefore they are out of warranty. Plastic teeth will snap if you do not care for them! all the care instructions can be found on the website. We wish you all the best for the future SV Team.