Jacob D.
Absolutely terrible customer aftercare…
Absolutely terrible customer aftercare and support. Within the first month of having my brand new smile my first pair snapped. After speaking to a lady on Instagram was told I’d be sent a pair out free of charge but never received them so then had to purchase them for £200 on the site as I was going on holiday. A few months after that pair has now also snapped. So after £700 spent on plastic teeth I’m now being told they want another £200 to replace them. Clearly an issue with the material they use. After all I don’t wear them all the time, I don’t eat with them in and I don’t sleep with them. Absolute shambles of a company. Biggest rip off I’ve ever experienced and money grabbers. One person telling me that they’ll replace them another telling me nope sorry it’s your problem. Do not use this company. Insta smile looks a lot more better my uncle had them and the plastic is a lot stronger! Edit just checked and they’ve replied with a bunch of lies. I have all the emails and communications from Instagram. Full of lies they even blocked me from all social media’s.
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.