Aligner32

I'm extremely disappointed in this "company". I was really excited to use them and now I'm disgusted by their customer service or lack thereof.

I paid for the night time upper aligner bundle that includes the impression kit along with some other stuff.

I got it on "sale" in February. It was explained to me that the first step would be making impressions on the teeth i want aligned and would send me a kit to get it done. During the purchase process I told the sales person that I had a crown replacement scheduled for the middle of March and wanted to wait and make sure the crown was a good fit before moving forward with doing the impressions. I was told that would be fine.

During the time between receiving the kit and my crown appointment, the salesperson "Dan" would check in but also felt like they were rushing me to do the impressions before I was comfortable.

Once I was ready to do the impressions, "Dan" told me they strongly suggested I set up a video conference to assist with the impressions. But that they dodnt have any appointment until late May. I thought that was ridiculous because if he knew they were scheduled so far out, it would make sense to inform me of so. That way I could have reserved a video session when I first bought it and could have had it scheduled by the time I got used to my crown.

I also explained to "Dan" that I have some major life changes I'll be tending to in May - July and won't have time for the back and forth. He assured me I would have everything I need done well before then and that I can do the impressions without the video meeting.

Also, oddly during all this, another salesperson "Alex" started sending emails trying to upsale me on additional stuff I made clear I wasn't interested in.

Anyways, fast forward and I go ahead with a practice impression by myself and send the pics via email. Of course they email me back saying they were done incorrectly and I need to set up a video. I ask how soon and was told at the end of April is the soonest video conference.

At that point I realized that would make the process cut into what I have going on in May. I inform that I don't think this is going to work out and request to speak to someone regarding paying for the impression kit and refunding everything else since the process is incomplete. Well "Dan" went radio silent and stopped replying.

So I eventually had to contact their "customer service" via phone.

I spent nearly 3 hours getting the runaround with someone named "Noah". He refused to put someone from billing or a supervisor on the line.

It was excuse after excuse and long periods of being on hold. Finally Someone named "Steve" got on the line. He offered to refund $50 back to my original form of payment and a video session with him on the spot. He also made it clear that he would personally deal with me from there on out and he would send the Zoom link for the video session.

Ok cool, seems like we were back on track.

NOPE! I got off the line with him and wait several minutes and never got the link. I had to reach out through the website chat to ask for it. Once it's sent, I log in and Steve is nowhere to be found.

It was some guy name "Aaron" who walked me through making the impressions. I haven't heard a peep from Steve again and never got that $50 he promised.

But whatever. I got the impressions done and ready to send them off. Only I have no return postage sheet to send them.

I reach out to the customer service chat which is "Dan" and inform that I don't have a return label to return the impressions. He argues back and forth saying it should have been in the box. I tell him it wasn't and ask to just send the copy via email so I can print it.

It has been radio silence and no response.

I am extremely fed up at this point.

It took me a few short minutes with customer service to realize they were shady, so I started recording all my interactions with them. This is my first stop and next will be a complaint with the BBB.