Reply 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
