Reply from Smile Boutique NYDec 20, 2024
Dear Lorayne,
We’d like to address your feedback and clarify the situation.
The appliance was custom-made and delivered to you two weeks ago, as confirmed by our records.
During those two weeks, we did not hear from you about any issues with the fit or functionality of the appliance. It’s important to note that with every appliance, we include instructions requesting customers to contact us within a week if any adjustments or corrections are needed. Unfortunately, we received no communication from you during this time.
The first contact we received was after the appliance had been lost, at which point two different story were provided. Now, you are claiming that the appliance was incorrectly made. This contradicts the lack of any prior feedback during the two weeks you had the product. While we understand accidents happen, the latest story about swallowing the retainer is certainly unique.
To support you, we’ve offered a 30% discount on a replacement appliance. As a small company committed to delivering the best possible quality for the money our customers invest, we dedicate significant resources to producing custom-made appliances. This process requires considerable time, specialized expertise, and premium materials, which makes it economically unfeasible to offer numerous complimentary replacements for lost items. As an example, if someone purchased a physical product, misplaced it after two weeks, and sought a free replacement, it’s highly unlikely a major corporation would fulfill such a request. Offering a discount is an exceptional courtesy.
We hope you reconsider our offer and allow us to help restore your smile. Should you have any further concerns or wish to proceed, please feel free to contact our team directly.
