Smile Boutique NYReviews of smileboutiqueny.com

Response from Smile Boutique NY· Apr 24, 2026

Thank you Carol! We can adjust it for you to fit better, just contact us whenever you'll have time.

Response from Smile Boutique NY· Apr 24, 2026

Hi, Thank you for your feedback. We’re sorry to hear about your experience. We want to clarify an important point for transparency: your order was a custom Essix retainer with a pontic, which is a cosmetic appliance designed for light everyday wear. On our website and in our aftercare guidance, we clearly note that these types of appliances are not suitable for heavy grinding (bruxism), sleeping in them under high pressure, or excessive force — as this can lead to cracking or breakage. Based on your description, the damage you experienced is consistent with heavy grinding forces, which unfortunately exceeds the intended use and recommended limits of this appliance type. That said, we always aim to support our customers where possible. If there was any misunderstanding during your support interaction, we’re sorry to hear that, as we do review cases individually and provide guidance or solutions based on proper usage conditions. We appreciate your feedback and will continue working to ensure expectations and usage guidelines are as clear as possible upfront.

Response from Smile Boutique NY· Apr 24, 2026

Thank you Alton!

Response from Smile Boutique NY· Apr 24, 2026

Thank you, Delannie!

Response from Smile Boutique NY· Apr 10, 2026

Thank you, Tim!

Response from Smile Boutique NY· Apr 10, 2026

Thanks, Bob!

Response from Smile Boutique NY· Apr 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

Response from Smile Boutique NY· Apr 10, 2026

Thank you, TD!