marshal217

Marsha l.

Contributor Level

Total Points
80

1 Review by Marsha

9/15/21

I was happy with product and even processed a REORDER with them just last year. I had a major fall this week and messed up my teeth and am in need of a new retainer to reset my teeth. When I called today I learned they destroy all records after just one year. Considering I paid full price to go through the initial impressions THEN even ordered another new set of retainers last year, it seems idiotic to destroy my records after a mere year. The excuse I was given was "we receive thousands of impressions and can't keep all of them…". Ha, good thing Amazon doesn't have that mindset or they'd be extinct. How about an upgrade on your cloud storage?! Terrible business model to destroy records of someone who has already done one reorder and very likely to probably do another—-unless of course you just want your customers to have to go through the full price of redoing their impressions all over again. In my case, my teeth are now wrecked, so that is not an option and my dentist was very excited to know I had these impressions on record with you because they could be hugely beneficial in getting my teeth back to normal. I'm so disappointed in this lack of procedural management within your organization. Oh I'm sure somewhere in the fine print you claim they are only held for one year and will hang your hat on this, but it still doesn't make any sense from a business perspective whatsoever

evanm106
Evan M. – Sporting Smiles Rep

This review isn't a fair review of our company. We do not hide that we keep impressions for only 1 year. The products were made perfect and the customer even reordered. We keep the impressions on file for 1 year. It's all over our site. When a year is up we sent 4 emails throughout the month letting our customers know that a year is coming. We do have the option when you place a reorder to 3d scan it in so the model would be digitally stored. Dentists do not keep impressions on file. We are one of the companies that do keep impressions on file for 1 year.

I understand why the customer is mad, but they should be mad at themselves, not SportingSmiles. The customer lost their retainer, didn't buy another one within the time frame. Had an accident that they messed up their teeth, and are now looking for a retainer to help fix their problem. We tell all customers that they should always have a backup retainer.

I feel we provided great service and a great product and this is an unfair review.

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