One star
One star. I rarely leave reviews like this, but the amount of time and frustration this process has caused deserves to be documented. I chose Remi because I was genuinely hopeful it would be a convenient, affordable alternative to obtaining a nightguard through my dentist. The impression kit was good and the instructions were clear, so I initially felt optimistic. My original guards did not fit properly. I then invested considerable additional time taking photos and videos, explaining the problems, and working with support. Remi sent replacement guards, but they were hardly different from the originals. The lower guard remained extremely tight, while the upper guard did not fit my teeth properly and was completely unwearable. After going through the impression process, troubleshooting, documentation, and replacements without obtaining a usable product, I decided I wanted a refund. In May, I emailed Remi requesting to return the guards and an unopened steam cleaner. I specifically asked for a prepaid return label. That email was never answered. The lack of response has been especially frustrating because I had previously spent so much time cooperating with the company’s requests to demonstrate the fit problems. Once I asked to return the products instead of continuing with adjustments or replacements, communication effectively stopped. I now feel as though I am being ghosted while my opportunity to return the products may be running out. To make matters worse, I discovered an active recurring subscription on my account that I had not knowingly authorized or consented to. I could not cancel it myself through the website and have had to contact support again to demand its immediate cancellation and prevent further charges or shipments. At the time of this review, I am still waiting for confirmation that the subscription has been canceled and that Remi will honor the return based on my original May request. The clear instructions and well-presented kit do not make up for unusable guards, barely changed replacements, an unanswered return request, and an unexpected recurring subscription. This has been an unacceptable experience.