THE Sun’s Squeeze Team wins back money for readers who have had a refund or billing issue with a company and are struggling to get it resolved.
This week, we helped a woman who had paid for clip-on dental veneer kits but now she wants her money back after two unsuccessful attempts to have them fitted.
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Q) I’M self-conscious about my teeth, so I paid £637 to get veneers fitted.
The company I used, Fab Smile Veneers, asked me to take impressions of my teeth at home and send them in, but twice the kits haven’t worked properly.
I just want my money back so I can try something else. But I’m getting nowhere. Can you help?
Tamara Smith, London (name changed)
A) You’ve had a capped front tooth for 25 years so you were devastated when it was knocked out during an accident on your 46th birthday in 2018, leaving you with a gap.
You couldn’t afford to have it fixed with regular dental treatment, so in May 2019 you turned to Fab Smile Veneers for a set of veneers for your top teeth.
But these broke last year and you didn’t have money to get them replaced.
Your parents don’t have much money, but they can’t bear to see you so unhappy, so in March they lent you £637 to get your teeth fixed with a full set of veneers.
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Fab Smile Veneers sent you a dental impressions kit but the two sets of impressions you sent back didn’t work. This back and forth has been going on for months, and your life has ground to a halt. You can’t remember the last time you went into work, let alone socialised with friends or family.
You decided you didn’t want to try another set of impressions but despite sending countless emails to get a refund, you have not had a response – and the phone line rings out.
Your mum told me you are deflated and demoralised, and she is worried about how isolated you’ve become.
When I explained your situation to the firm, it apologised for the delay and offered to refund £517.
Its refund policy shows it won’t repay customers after impressions have been issued. In exceptional circumstances it may give a refund before this stage, but it takes a £120 admin fee.
The company did, however, agree to refund all of your costs minus this £120 charge.
You’re thrilled to be getting most of the money back and will use it to try to have permanent work done. I hope you can now get your life back on track.
