Zexi Li (Iris)
I had a very frustrating experience with this company and would not recommend their service. After finishing my orthodontic treatment which cost thousands of dollars, I ordered a retainer that was marked as “delivered,” but I never actually received it. The package was supposedly signed by my building concierge, but the concierge confirmed that it was never logged or received. In buildings like mine, concierge names are publicly visible, so this is not a reliable proof of delivery. What’s more concerning is that I was never notified when the item was shipped or delivered. I only realized something was wrong after following up myself two weeks later. I then spent nearly three months trying to resolve this with their support team. Responses were slow and vague (“we are looking into this”), and no concrete solution was provided despite multiple follow-ups. Meanwhile, my retainer broke and my teeth started shifting due to the delay. In the end, I had to dispute the charge with my credit card company to get a refund. Overall, the issue is not just the lost package, but the lack of accountability and poor customer support. For something health-related and time-sensitive like dental retainers, this level of service is unacceptable. I would strongly recommend considering other providers.