Christina G.
Awful Company, Scammers
Beware of this SCAM of a company, especially if you are in the US! They mislead consumers terribly (you have to pay for shipping separately- even after you pay for the product), they don’t do as they promise in regards to responding to emails in 48 hrs, they mislead about their “expedited services,” that cost $150, and they scam you by making you pay $100 for a kit they send (even if you request a refund and cancel your order ahead of them sending it), and will hold your money until you pay out of pocket to ship it back over seas (even though you are led to believe they will send a prepaid label like the other company’s do to make things simpler for the consumer), and are a nightmare to deal with. What this company has done is nothing short of a total SCAM where they are refusing to refund $738 US dollars that I paid on February 28, 2022. I ordered a full set of veneers and paid an extra $150 for what I thought was expedited shipping. After not receiving any alert or info about my order being shipped within three days of paying for my order, I had to cancel my order and request a full refund.I sent two emails emphasizing that I had paid the extra $150 for expedited services only because I needed my veneers for an event on March 17, 2022, and since they hadn’t even shipped the kit yet, I needed to cancel my order and get a refund. I did this in a timely manner, and BEFORE they had even shipped a kit to me! They promise a response within 48 hrs, but no one responded until an entire week had gone by. My emails stressed that I had an important event on March 17, 2022, and since the kit hadn’t even shipped yet, I related that I would not be able to use their company’s products or services for time constraints. Despite these facts, the rep that finally replied a week later (Ella), completely disregarded all of my concerns and reasons for requesting a refund, apologized for a delayed response, blamed Covid, and stated that the kit was already sent (conveniently AFTER I asked for a refund. She also clarified that the “expedited” fees had no bearing on shipping, only production of the veneers. She completely ignored my concerns over my deadline, and my vehement request for a full refund as well. I sent a reply to her late response explaining that I had asked for a refund and did not want to use their company for anything given the extremely slow processing and non-existent communication from them. I waited two weeks after repeatedly requesting a refund of $737.69 with no response from the company whatsoever), and finally received a email reply from the rep Ella asking me to return their impression kit unopened, and she would then refund my money. I was outraged by this rep’s ignorance towards the situation and her inability to take accountability for not contacting the postal service to request the kit be returned. It was her fault for not doing her job in a timely manner; yet, she continues to ask me to do her job for her by returning the kit. That would have been ok if it would not have been an out of pocket cost to me, but upon checking with my PO Box company who had the kit sitting there, I discovered that I would be responsible for shipping costs that were outrageous! That is unacceptable. I cancelled before they even mailed it out. I’m not paying for that, and this company is refusing to refund my $737,69 until I pay for their many errors and complete Scam. I never used anything, received anything, but they are retaining my $737.69 for what? I read another review where they did the same to another customer, so it seems they are sending out $5 kits, and when the consumer finds out they have to pay shipping separate (which isn’t disclosed anywhere until it’s too late), then they charge them the $100 they say the kit costs even though their customs disclosure says the kit is only worth $5! What a racket! I have sent several emails since explaining they are in the wrong, haven’t responded as promised, ignore the customer’s concerns, and are forcing consumers to pay for their negligence. That’s outrageous. I want my money back or I am contacting legal authorities over these matters I think this business fails to realize that customer service is a huge part of being profitable, and bad reviews cost thousands in lost profits! If they can’t recognize that, then they need to close shop. Go somewhere else guys!
Response from SecretveneersMar 25, 2022
Hi Christine Firstly i would like to say it is entirely false and libel to claim that our company is a scam.That is simply not true. I think it is more obvious that you didn't read the website properly. On 2/3 you emailed us and asked for the tracking number of your order. You also state that you purchased express shipping - This is not an option on our website - you actually purchased EXPRESS PRODUCTION which says this; - Please note the 3 working days is manufacturing time, it does not include the postage time and the 3 working days starts once we receive your impression kit into the lab. We regret to see that you read that information wrong about shipping. on 3/3 our website sent you the shipping confirmation and the tracking number to track the order to your email. on 7/7 you emailed us to say you had not received a response to your email. Even though we had sent you the tracking (please check your spam folder that email has been sent) The very next day 8/7 we emailed you again and told you your tracking number again and let you know my responses were delayed by 1 day as our customer service team had covid. But none the less your order was shipped in a timely manner and tracking had been sent to you twice. I took the time to explain to you that you had express production not express delivery and that in think you had confused the two. Now on 16/3 you emailed and requested a refund of your impression kit that we shipped to you. You stated that our website is very vague about timing but this is the information listed before you check out; How does our online process work? Place your order now for full set of ultra thin clip in veneers. Choose your colour from the images below. We will ship you an impression kit - FREE UK Shipping. Take your impressions at home with our instructions. Post the impressions back to the lab - You pay for this postage Your veneers will be made in just 14 working days or 3 days express depending on your delivery choice. When they are ready to leave we will email you. We will post them to you by 1st class tracked and signed Royal Mail post which takes 1-3 days in the UK. All international orders are posted tracked and signed 5-10 working days. (We can offer express shipping for £25 just contact us to arrange.) So shipping is explained i just don't think you have read it. on 21/3 we informed you if you would like a refund ion full that is absolutely fine to just send us back the impression kit and we could arrange that for you. on 21/3 you said you would not pay to send our kit back for a refund. (if you want a refund for any purchase you must return it in a re-sellable condition) on 21/3 you emailed us abuse about scamming people (which is false). Stating i should be more timely in replying to my emails and then proceeded to tell me "your word of mouth reviews will cost your company tens of thousands of pounds". The facts are that we delivered exactly what you signed up for - an impression kit shipped to the USA tracked in 5-10 working days. We understand that this is a blackmail strategy that we won’t be taking part in. We offered and delivered a genuine service and product tracked to your address. I have refunded your payment in full and we wish you all the best with your smile journey.