Smile Boutique NYReviews of smileboutiqueny.com

Response from Smile Boutique NYApr 24, 2026

Hi, Thank you for your feedback. We’re sorry to hear about your experience. We want to clarify an important point for transparency: your order was a custom Essix retainer with a pontic, which is a cosmetic appliance designed for light everyday wear. On our website and in our aftercare guidance, we clearly note that these types of appliances are not suitable for heavy grinding (bruxism), sleeping in them under high pressure, or excessive force — as this can lead to cracking or breakage. Based on your description, the damage you experienced is consistent with heavy grinding forces, which unfortunately exceeds the intended use and recommended limits of this appliance type. That said, we always aim to support our customers where possible. If there was any misunderstanding during your support interaction, we’re sorry to hear that, as we do review cases individually and provide guidance or solutions based on proper usage conditions. We appreciate your feedback and will continue working to ensure expectations and usage guidelines are as clear as possible upfront.

Response from Smile Boutique NYApr 10, 2026

Dear John, We’re sorry to hear that you’re unhappy with your experience, and we do genuinely want to resolve this situation fairly. To clarify the full history: We originally completed your first flipper, which was delivered via UPS on February 15th. You reported that you did not receive it, despite photo proof of delivery being available on the UPS website. As a courtesy, we promptly manufactured a replacement and shipped it using a different courier. You then confirmed receipt of the second unit. Shortly after, you contacted us regarding dissatisfaction with the color and requested an adjustment. We immediately provided a prepaid return label so we could make the requested changes. Unfortunately, the package we received back was completely empty, as documented in our video records. Without the appliance, we’re unable to proceed with any adjustments. We understand that it may be frustrating to hear that we cannot remake your appliance for a third time at no cost. However, our products are fully custom-made, and remaking them multiple times without receiving the original item back is not something we can sustain. This policy is not a reflection of poor customer service, but rather a necessary measure to protect our business in situations where items cannot be verified or returned. That said, you are still within your 60-day unlimited adjustment period (starting from the delivery date of your replacement unit). If you would like us to adjust the color of the unit currently in your possession, please send it back using the prepaid label. Once we receive it, we’ll be happy to take care of the adjustment promptly. Please let us know if you need a new return label. We appreciate your understanding and remain here to help resolve this in a fair and reasonable way. Sincerely, Smile Boutique NY

Response from Smile Boutique NYMar 9, 2026

Hello, Thank you for sharing your feedback. We’re sorry to hear about the experience you described. However, after reviewing our records, we were unable to locate an order associated with this review. Because of this, we’re unable to verify that the product mentioned was purchased from Smile Boutique NY. Our appliances are custom-made based on the impressions submitted by each customer, and factors such as excess material or fit issues are typically addressed during our adjustment or remake process. If there was a genuine order involved, our support team would absolutely want the opportunity to review the case and assist. We encourage you to contact our support team directly with your order number so we can investigate and help resolve any legitimate concerns. — Smile Boutique NY Support Team

Response from Smile Boutique NYMar 6, 2026

Thank you for your feedback. We’re sorry to hear that you had difficulty with the impression trays included in the kit. Our trays are designed to work with the included impression material, which becomes soft and moldable during the process to capture an accurate impression. Because every mouth is different, the trays may initially feel firm, but they are intended to be used together with the molding material to adapt to your teeth and gums. That said, your experience is important to us. Our support team is always happy to help guide customers through the impression process or provide alternative tray sizes when needed. Please feel free to reach out to us directly so we can assist you and make this right. We appreciate you bringing this to our attention.

Response from Smile Boutique NYOct 10, 2025

Hello Axell, Thank you for your feedback. We are sorry for your frustration and that our product was not the right solution for you. To ensure proper fit and function, our dental flippers are designed specifically for completely missing teeth, not for partially broken ones. This requirement is stated on our website to help customers make an informed purchase. Our process requires customers to take an impression first, which is then reviewed by our lab technicians to confirm eligibility before the final product is made. When we reviewed your impressions, we determined that a flipper would not work for your situation. Therefore, we cancelled the final order and refunded the full cost of the flipper itself. The amount deducted from your refund covers the non-refundable impression kit and the initial shipping expenses. The impression kit is a single-use, hygienic product that cannot be restocked or reused. We apologize for any misunderstanding about this process. We wish you the best in finding a suitable dental solution.

Response from Smile Boutique NYOct 6, 2025

Dear Paul, Thank you for your feedback, and we're genuinely sorry to hear that you are not satisfied with your recent order. We truly value you as a returning customer, and as you know from your three previous orders, our snap-on veneers are crafted from FDA-standard materials by professional dental technicians. However, as with any dental appliance of this nature, their longevity is highly dependent on care and usage. They are, by design, more susceptible to damage from neglect or accidental breakage. Our 30-day manufacturer's warranty covers defects in workmanship, but it explicitly does not cover damage that occurs from everyday wear, accident, or neglect, a policy we are transparent about and that you have been aware of from past experiences. While we always want to stand by our products, we cannot ethically provide free replacements for issues that fall outside of our warranty terms, even for our most valued repeat customers. In fact, we are the known all companies on the market behind several other snap-on veneer brands, so we are deeply familiar with the quality and policies across the market. We understand your desire to explore other options and wish you well. We are confident in the value we provide and hope to welcome you back soon.