smile direct club refund with sainsburys bank - they are asking for dentist reports etc

teddyham77

Hi

Has anyone been successful with a refund with their credit card company?
i have been trying to make a claim as i now dont have the lifetime guarantee, i didnt receive my final night time aligners for after finishing treatment which i paid for and also i was in the middle of a touch up session so didnt actually finish treatment.

the credit card company are asking for copies of my contract which i dont have as it was all in my app which isnt working now and they also want dentist reports to say that the teeth havent moved as anticipated which i wont be able to get as all dentists i have contacted have said thats impossibloe to comment on without the original scans (which i also dont have access to now)

any advice from anyone would be greatly appreciated

Best wishes
T

born_again

I'm afraid this is the info you need  to prove a valid claim.

T/C try wayback machine to see if they are on smile direct website from when you purchased service. Contract did you not get a email copy?

Original scans, does the dentist that did them not have copies?

Problem is just what is the lifetime guarantee cost?

Aylesbury_Duck

From their perspective, you're asking for them to pay out (how much?) on the basis of almost no information, so you can see why they're asking for it.  I agree with born_again, if that's the information they want to satisfy themselves of the legitimacy of your claim, you've got to provide it somehow.

How much are you claiming, and how is that broken down across the elements you mention?  It might be that there's one or more elements they'll pay out for because it's obvious that the lifetime guarantee can't be covered by a closed company, but the incomplete elements will need some sort of evidence.

Brie

I wonder if submitting a Subject Access Request to Smile Direct would get you what you need?

born_again

Brie said:

I wonder if submitting a Subject Access Request to Smile Direct would get you what you need?

As a non UK company (Nashville), that has ceased trading. I would not hold out much hope in reality. Even more so 7 months after they folded.

DullGreyGuy

born_again said:

Brie said:

I wonder if submitting a Subject Access Request to Smile Direct would get you what you need?

As a non UK company (Nashville), that has ceased trading. I would not hold out much hope in reality. Even more so 7 months after they folded.

Were sales made with the US company? I can see there is a SmileDirectClub UK LTD and using WayBack Machine shows that the UK website was operated by the UK company but the referral programme by the US entity. Cannot get into the process to find the actual terms of the product as it requires server side functionality. 

born_again

Even so they are no longer trading. So I would guess that you would have to contact administrators to see if they have access to any data, or if it has been deleted?

teddyham77

Hi

sorry I am so IT illiterate haha. If I use way back could I potentially log in to my account on the smile direct website? That’s where all the old scans and contracts are - they are also on the app but that’s not functioning so not sure how else I would access it. I think I might have some emails in my hotmail account however that’s been cleared out recently as I was over my storage limit is there a way to access/recover deleted emails from hotmail? 

Aylesbury_Duck

teddyham77 said:

Hi

sorry I am so IT illiterate haha. If I use way back could I potentially log in to my account on the smile direct website? That’s where all the old scans and contracts are - they are also on the app but that’s not functioning so not sure how else I would access it. I think I might have some emails in my hotmail account however that’s been cleared out recently as I was over my storage limit is there a way to access/recover deleted emails from hotmail? 

I don't think wayback works like that - it simply shows you an image of the webpage as it was, it doesn't restore the functions behind it.

As for hotmail, I don't know.  Gmail has a Bin folder in which deleted emails sit for 30 days until they're permanently deleted.  

DullGreyGuy

Aylesbury_Duck said:

teddyham77 said:

Hi

sorry I am so IT illiterate haha. If I use way back could I potentially log in to my account on the smile direct website? That’s where all the old scans and contracts are - they are also on the app but that’s not functioning so not sure how else I would access it. I think I might have some emails in my hotmail account however that’s been cleared out recently as I was over my storage limit is there a way to access/recover deleted emails from hotmail? 

I don't think wayback works like that - it simply shows you an image of the webpage as it was, it doesn't restore the functions behind it.

As for hotmail, I don't know.  Gmail has a Bin folder in which deleted emails sit for 30 days until they're permanently deleted.  

It's not a picture, it stores the HTML, CSS and Javascript code and images so you can still click links etc but logging into an account requires interaction with the original web servers that cannot be done.