Reply from SecretveneersApr 3, 2025
Hi Amy,
We’re sorry to hear that you're still feeling unhappy with your experience, and we want to address a few key points raised in your review.
Firstly, we must clarify that Royal Mail is a third-party delivery service and is not under our control. Once a product leaves our facility, we rely on Royal Mail to carry out the final leg of the delivery. We understand delays can be frustrating, but we cannot be held responsible for any issues caused by external postal services.
We'd also like to state clearly that you have not been ignored. We maintain a full record of every email and correspondence, showing consistent and ongoing communication on our part. We’ve always tried our best to resolve matters with you promptly and fairly.
In a previous review, you labeled us a scam or rip-off company. However, that doesn’t align with the fact that you also confirmed we've made six sets of teeth for you. We made multiple remakes at your request—even when the original products were shown to fit and function as intended in the photos. We did this in good faith and at significant cost to us.
Our product is an aesthetic aid—not a clinical or permanent dental solution. It's meant to help restore confidence temporarily, not replace proper dental care. It's vital that expectations are aligned with what our product is designed to do. Unfortunately, when those expectations aren’t met, it sometimes results in unfair judgment.
We understand your disappointment, but we’ve gone above and beyond what most companies would do: six remakes, express production each time, and consistent support throughout. This is not the behavior of a company out to "rip off" its customers. We strive to do right by each and every client—even when it comes at a loss.
We are still happy to continue working through the appropriate official complaint channels with you and encourage respectful and honest communication going forward.
Kind regards, Sv Management
