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1 putty was missing from my impression kit. I wrote in to the company asking to send the missing one. They instructed me to take 2 impressions instead of 3 even though 3 gets the best results. I asked again to send the missing putty and they canceled my order. They also aren’t showing my 1 star review on their website. That’s super sketch. Decided to go with Pro Teeth Guard instead and MUCH happier with their customer service!
This company is entirely non-responsive to customer service needs by email, web form and phone.
I purchased an Otis Dental Mail-Order Custom Night Guard kit from CVS. I followed the directions and prepared my teeth impressions to be shipped to Otis as instructed. However there was no pre-paid shipping label in my kit box, as there is supposed to be. I simply contacted Otis Dental at support at hellootis dot com and explained the situation, expecting a quick resolution in the form of a shipping label to be emailed to me. However I received no response.
I followed up three more times by email and got no response from any of it. I then tried the customer service form on the HelloOtis web site, which was also ignored. I did some research and found a phone number but it was always just a busy signal. I looked further and found an Otis Dental Facebook page but it did not allow direct messages, instead listing the same email and phone number I had already tried numerous times to no avail.
The Facebook page did, however, clue me in to the fact I am not alone. There are lots of one star (lowest) reviews from others complaining that their kit boxes also contained no shipping labels and Otis Dental did not reply to their customer service needs either. Other low ratings detailed how Otis provided poor and / or rude customer service responses when they did reply. Other reviews complained they had gotten a mailing label and had sent the dental impressions in but Otis never sent them their completed night guard. This was quite the collection of shared experiences. I really wish I'd seen those ratings before buying the kit because oddly, Otis Dental's own web site purports a 4.8 Star rating and has none of those stories posted. Clearly this is due to Otis only posting positive reviews which may or may not be real as they are not verified.
Otis has a glossy web site and social media presence but that is all worthless unless there's an actual product and stand-up company behind the marketing campaign. All I want is what I paid for, but it looks like I'm now amongst the ranks of the many others from whom Otis Dental has taken money and (pardon the pun) kicked customers in the teeth. They should be held accountable. Hopefully this company will lead to that, or will at least earn others not to fall in the same trap.
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